Verint has unveiled several new business solutions designed to help organizations better meet their revenue generation, customer loyalty and cost containment goals across the enterprise.
Part of the Impact 360 Workforce Optimization suite, Verint Business Impact Solutions, such as Personalized Guidance launched earlier this year, now also include Cost-to-Serve, Call Avoidance, and Service Recovery. These solutions are designed to help operational leaders improve critical Key Performance Indicators (KPIs) by leveraging Voice of the Customer (VoC) Analytics capabilities.
Verint’s Business Impact Solutions uses the company’s VoC Analytics technology to automate call tagging, quantify call drivers and identify coaching opportunities. When these solutions are blended into quality assurance and monitoring processes, they can help replace anecdotal-driven decision making with strategic decisions based on hard data. As a result, organizations can more fully maximize their returns in quality and coaching programs in a cost-effective manner, according to the company.