Content Guru Partners to Deliver Verint Solutions in the Cloud

Verint Systems have announced a global partnership with Content Guru, in which they will deliver Verint customer engagement solutions – including workforce optimisation and speech analytics – as an integrated customer engagement suite in the cloud. In addition, Verint’s digital first engagement management solution for government and public sector applications has been fully integrated with Content Guru’s storm cloud customer engagement platform.

Verint Workforce Optimization (WFO) and Speech Analytics are now available to organisations worldwide via the Content Guru storm cloud platform. With a single user interface and unique business process workflows, Verint WFO features functionality for call recording, quality management, workforce management, performance management, e-learning, coaching, and desktop and process analytics, as well as speech analytics.

Leveraging the WFO and analytics solutions, organisations can capture and analyse customer interactions, journeys and sentiments across channels to enhance the quality and security of interactions, drive deeper engagement with customers and employees, improve internal processes and compliance, uncover business trends, and heighten productivity and performance.

Content Guru also now supports the Verint digital first engagement management solution as a fully integrated part of its storm cloud platform. This suite from Verint includes a full range of digital and non-digital channels for both self- and assisted service interactions. Designed specifically for government and public sector organisations, the digital-first solution helps serve citizens more effectively in digital self-service, digital-assisted service and human-assisted service scenarios through integrated case management, business process management, knowledge management, real-time analytics and social media capabilities.

Global Consumer Organisation Leverages Verint/Content Guru in the Cloud

Following the start of the partnership in October 2016, a major global consumer service organisation already using Verint’s WFO solution took advantage of the new combined offering, migrating to a cloud-based iACD by way of the private cloud hosted by Content Guru. This transition to the cloud is helping the service company gain efficiencies in its contact centre, branch, marketing, customer care and back-office operations, as well as helping reduce risk and overall operating costs.

John Rees, CCO, Content Guru, comments, “Workforce optimisation is an essential part of customer engagement, and we are proud to be partnered with a market leader like Verint. The solution is part of a feature-rich platform and its integration complements storm’s built-in customer engagement facilities extremely well, enabling administrators to better manage workforce distribution, while also enhancing quality management capabilities. Organisations looking to deliver a fully effective customer experience should leverage best-in-class, compatible components across every area, as only a truly joined-up experience can enhance the levels of customer engagement expected by today’s consumers. This is equally true in the public sphere, which is why we’re excited to support Verint’s digital first engagement management solution on our storm platform, giving citizens the flexibility to communicate more efficiently and effectively with public sector and government organisations via their preferred channels.”

John Bourne, senior vice president, global channels and alliances at Verint, adds, “Verint is pleased to be partnered with Content Guru. Through its cloud ACD and our multi-tenanted workforce and customer engagement solutions, organisations of all sizes can achieve their most important business objectives – from increasing employee and customer experiences to enhancing loyalty, and from driving revenue to lowering the cost of service delivery.”