Forrester Research recently recognized Verint as a Leader in The Forrester Wave™: Customer Service Solutions for Enterprise Organizations, Q4 2015 report. Naturally, we’re pleased to be recognized for what we believe is our hard work in making the customer service technology that employees use as powerful as possible—and for how our solutions help keep customers satisfied and successful in a constantly evolving world.
We feel that this recognition reaffirms that this is important work.
Specifically, Forrester evaluated Verint Engagement Management—which represents solutions from our acquisition of KANA Software and is part of our broader Customer Engagement Optimization portfolio—alongside 10 additional solutions. In its analysis, the firm cites Verint for its focus “on the intersection of business process management (BPM), knowledge management and omnichannel management.”1 Further, Forrester states that Verint Engagement Management has “well rounded case and channel management capabilities that guide agents through process flows.”2
Engagement Management is the critical capability of providing employees with the tools and resources required to resolve a customer service issue. Whether a customer calls, sends an email, launches a chat, or walks into a branch or store, employees need quick access to information about the customer, their recent contacts and activity, as well as a reliable repository of knowledge and a guide for complex processes.
In short, they need a single place to work to provide quick, consistent, contextual and personalized answers to customers’ increasingly complex questions. That’s what Verint Engagement Managementprovides. The goal is to deliver better outcomes with less effort for customers and the employees that serve them alike. Today’s consumers often view service as a transaction—simply something to get done before moving on to the next task. If they get an effective, easy experience from one provider, they expect it from all.
Less effort for customer service agents—this is a tough job. They need every resource at their disposal to provide the right answer as quickly and efficiently as possible. They are the front lines of the organization—working as fast and as accurately as they can—all while presenting helpful and friendly demeanors that are consistent with the brand.
So, what we believe the Forrester evaluation does is demonstrate how seriously we take our customers’ efforts to win and keep their customers. And we’ll spend 2016 continuing to do just that.
1-2 Forrester Research, Inc., The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015, December 16, 2015.