Nowadays, contact centers need to have an omnichannel approach to customer service. It’s all about making the process as easy and enjoyable as possible for the customer, which is why several workforce optimization (WFO) software solutions exist to help contact centers accomplish that goal. One company focused on spreading the use of WFO software is Frontline Service B.V. The Dutch expert in customer contact center solutions just announced a partnership with Verint (News - Alert) Systems Inc. that will have it selling Verint software and solutions across the Netherlands.
Frontline’s mission is to drive high-quality customer service experiences. As such, it has extensive experience selling solutions for the contact center, and is therefore a great choice to help customers and demonstrate the ROI of Verint’s WFO software. Mike Pryke-Smith, vice president strategic partnerships, EMEA, Verint, cited these qualities when discussing why Frontline was chosen for this partnership by saying, “Frontline's great track record in the service sector and highly experienced employees enable it to provide excellent sales and services expertise with a laser focus on the customer.”
Now that it is selling Verint’s WFO software solutions, Frontline will work on making them more widely available in the Netherlands. With these solutions, companies will be provided with more visibility, which should allow them to improve customer service processes and workforce performance. Going back to the importance of omnichannel in contact centers today, WFO software can be used to deliver omnichannel experiences to customers. Not only does this make the customer happy, but it also increases revenue and competitive advantage for the company, putting it far beyond the competition.
Marcel Reuvers, CEO at Frontline, is looking forward to the relationship and the positive outcomes that are sure to result from the partnership: “Verint solutions focus on customer engagement, which is right up our alley. Together, we aim to help organizations create great customer experiences, which are essential for building and maintaining strong customer relationships, and preventing client attrition.”