Verint Adds Gamification to Customer Engagement Optimization Suite

Verint has added a gamification component to its customer engagement optimization portfolio. The new enterprise software solution is designed to drive employee engagement—and in turn, improve sales, customer service, social collaboration and training—as well as help employees achieve both personal performance goals and corporate objectives.

Gamification is the process of using game mechanics and game thinking in non-gaming contexts and in a business setting to engage users to solve problems in a fun and productive way. With Verint Gamification, game mechanics are applied to drive employee engagement, communicate goals, measure and acknowledge achievements, inspire collaboration and motivate teams.

Verint Gamification helps organizations create unique, personalized employee work environments and better ways to foster, track and acknowledge performance improvement and success on an individual level, as well as from a team, group and enterprise perspective. The software is designed to transform the process of acquiring, maintaining and improving the skills, knowledge and behaviors necessary for employees to successfully perform their job functions.

The next-generation gamification solution goes beyond badges and leaderboards to leverage rich game narratives that provide clear calls-to-action and a renewed focus on accountability toward personal and shared performance metrics, on the job mastery, and heightened customer interactions driven by engaged employees. It can be deployed rapidly in organizations and facilitate accelerated time to benefit as a true business application in lieu of a toolkit-oriented gamification approach requiring additional services, resources and time.

The new gamification solution embeds technology from GamEffective into the Verint portfolio, which also includes Verint performance management products, such as scorecards, Verint elearning and Verint coaching. This is in addition to complementing the Verint enterprise feedback management voice of the employee solution.

The solution leverages employee performance data from these applications to engage employees in challenging, yet fun and competitive simulations to improve desired skills, behaviors and performance outcomes. With flexible game rules, users can easily configure the solution to meet their organizations’ unique requirements, all without custom coding.

While engaging employees, the solution also maintains a focus on team building. Additionally, it features personalized and non-competitive leaderboards, raffles, boosters and ad-hoc competitions—and can deliver gamified simulations, quizzes, surveys or polls, along with embedded videos and presentations.

Gamification also can have a measurable impact on sales, knowledge collaboration, training, quality, and customer engagement. Through smarter engagement in sales scenarios, it provides guidance toward activities to achieve desired outcomes. Knowledge collaboration fosters the sharing of best practices, and using and contributing to a growing knowledge base. Training examples include onboarding new hires, and providing refresher training for new product launches, programs and policies. Its quality focus helps reduce errors in work across both front- and back-office operations.

In customer engagement, gamification can lead customers to desired actions on Web sites, social forums, or to respond to surveys, and likewise, to heighten customer loyalty.

“Verint is pleased to offer and support a full-fledged gamification solution as part of our broader customer engagement optimization portfolio,” says Oren Stern, senior vice president, product strategy, Verint enterprise intelligence solutions, in a statement. “Gamification is a logical and natural extension to our existing portfolio, and carries strong synergies across our customer analytics, engagement management and workforce optimization solutions.”

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Posted June 11, 2015