Verint Introduces Customer Interaction Analytics
- A new enterprise offering that transforms customer relationships through actionable intelligence
New platform-agnostic solution combines sophisticated speech analytics with proven interaction intelligence methodology
Verint Systems Inc. (NASDAQ: VRNT), a leading provider of analytic software-based solutions for security and business intelligence, today announced the introduction of Customer Interaction Analytics (CI Analytics), an innovative new enterprise analytics offering that helps organisations transform customer relationships through actionable intelligence.
CI Analytics combines platform-agnostic speech analytics with a proven Interaction Intelligenceämethodology to help organisations enhance customer retention and satisfaction, increase first call resolution and improve sales and self service effectiveness. CI Analytics operates independently of call recording infrastructure that may already be deployed in the enterprise. Designed to be delivered as a managed service via a network of certified consulting partners, CI Analytics is ideally suited for large enterprises with traditionally high volumes of customer interactions.
"Despite a host of existing technologies and business initiatives, companies are still struggling with the basic tenets of customer-centricity - understanding customer needs and keeping customers satisfied," said David Parcell, managing director, EMEA, Verint Systems. "By unbundling Verint’s proven speech technology and customer relationship methodology from our contact centre analytics, our CI Analytics offering enables enterprises, regardless of their recording platform, to build stronger and more profitable customer relationships. This new approach makes Verint solutions available to a broader range of customers and supports our expanding enterprise actionable intelligence strategy."
CI Analytics is built on Verint’s award-winning speech analytics and deep expertise in customer behaviour analysis, business process optimisation and operational transformation techniques developed by working with leading enterprises around the world. This unique combination of technology and methodology enables enterprises to identify their most important interactions and analyse their true impact on customer relationships. Armed with this intelligence, CI Analytics then determines a new approach to these "moment of truth" interactions that promotes greater customer centricity and better business outcomes.
According to Peggy Hutchinson, SVP of Policyholder Services for Conseco Insurance Group, "We selected Verint’s CI Analytics because of its unique ability to identify business processes that are frustrating for our customers as well as ineffective for our business."Hutchinsoncontinued, "Verint’s CI Analytics will help us significantly reduce call volume, enhance customer satisfaction and reduce operational expenses."
Concluded Parcell, "We are excited about our new Verint CI Analytics solution as it expands the power of our award-winning speech analytics technology beyond the contact centre, delivering value to virtually every department in the enterprise - from marketing and product development to operations, fulfilment and billing, revolutionising the way they interact with their customers."
