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Entries Tagged ‘mobile’

Convergence: The Big Pivot for Financial Security

All you need to do is open a magazine, turn on the news or walk the floor of an industry tradeshow to know that the security landscape is changing.  In previous years security was limited to the protection of physical assets and people—but that is no longer the case.  A convergence is underway that will […]

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Top Strategies for Self-Service Success

Are you looking to implement self-service for your customers, or are you assessing the quality of your current self-service solution? Would you like to hear some tips on achieving self-service success? Self-service is a tremendous tool for organizations, offering a way to save money while improving the customer experience. When executed properly, it can reduce […]

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The Future of Self-Service—Virtual Assistants, Speech Recognition and the Internet of Things

When was the last time you actually walked into your bank or even spoke to a bank representative? For many of us, these activities are now rare occurrences. When was the last time you had a travel agent book a trip for you? It has probably been quite a while, since many people now prefer […]

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Advancing the Verint Customer Engagement Optimization Portfolio with Contact Solutions

In today’s market, the dramatic increase in consumer and business use of social networks, mobile devices and new digital technologies is driving the need for omnichannel customer engagement, including innovative new self-service applications. Forward-thinking organizations understand the value of delivering personalized and contextually relevant interactions that enhance the customer experience and drive loyalty. In fact, […]

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Verint + Contact Solutions: Taking Omnichannel Engagement to New Heights with Real-Time, Contextual Self-Service

Today, we’re pleased to announce Verint’s acquisition of Contact Solutions, a leading provider of cloud-based voice and mobile customer care solutions. Like Verint, Contact Solutions is focused on helping customers achieve better outcomes with less effort. With a rich history and dynamic customer base, Contact Solutions provides real-time, contextual voice and mobile self-service solutions. Behind […]

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Joining the Self-Service Revolution

Web self-service is the most widely used communication channel for customer service, surpassing the use of the voice channel for the first time.1 Not only is having a website in today’s marketplace a requirement, but your company’s website must also be an effective channel for handling customer service inquiries. Well-executed web self-service can offer tremendous […]

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2016 Predictions: Get Back to the Basics

Over the past couple of months, I’ve been reading quite a few articles on 2016 predictions. Many of the write-ups speak to important topics: digital first, cloud, mobile, predictive, knowledge management, self-service, customer journey mapping and more. While I enjoy seeing what others predict, I thought I’d stick to something more pragmatic and write about […]

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IDC’s Marc DeCastro Addresses Today’s Bank Branch Challenges [Video]

As most of us know, these are rapidly changing—and quite challenging—times for bank branches. Finding new approaches to doing business with their customers is now a top priority for banks who want to succeed in the long run. We recently sat down with Marc DeCastro, Research Director, Consumer Banking, IDC Financial Insights, to talk about […]

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The Engaging World of Enterprise Feedback Management

Enterprise feedback management (EFM) is an essential function that all organizations should perform, regardless of their line of business. While there are a number of applications that can provide an understanding of customer needs and wants, the simplest and often most effective way to determine what your customers and prospects are thinking is to ask […]

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Achieving Visibility in Branch Operations for Better Decision-Making

Successful (and ongoing) branch transformation is a top objective for today’s retail banking executives. Customer habits are changing with the explosive growth of mobile banking, and fewer customers are visiting branches as a result. And getting it right is more critical than ever. A recent customer loyalty study commissioned by Verint found that although consumers […]

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