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Verint Launches Workforce Optimization Consulting

May 17, 2017
By Andrew Bindelglass - Contributing Writer

Verint (News - Alert) Systems announced this week they will be offering Customer Experience (CX), a combination of software services and consulting that will allow businesses to improve their workforce optimization and customer relations management. The program allows businesses to take a more top to bottom look at their workforce optimization strategies and receive advice from consultants at Verint about how and when they should leverage these solutions to get the most benefit from their use.

The biggest focus of CX consultants will be making it so that businesses are able to meet the growing expectations of customers. Customers want their products and services to be rendered in a timely fashion, and they want to immediately have customer support if they have a question or experience some other kind of issue. It is impossible for any business to fulfill those expectations unless they are internally running with the highest possible efficiency. That is the main focus of this combination of software offerings and consulting.

“In addition to offering even more extensive, holistic customer experience consulting and strategy support, we’re focused on helping our customers define and implement their CX strategies, and their ability to effectively listen, analyze and act on the voice of the customer across digital, voice, text and social interactions,” says Ben Smith, global VP and general manager of CX solutions at Verint. “By expanding our portfolio to include an important set of CX consulting and packaged services offerings, we can help our customers—and as a result, their customers—achieve desired outcomes across assisted and self-service channels, while cultivating deeper, long-term relationships.”

This offer from CX will make it easier than ever for businesses to understand exactly what happens at every critical point of their operation. Customer interactions, warehouse management, contact center and supply chain, and figure out where there are inefficiencies that can be corrected, as well as how the various units could be better coordinated. The CX offering will create a wholesome look at customer relations management and workforce optimization, creating greater efficiency, lower costs, and higher profits and customer satisfaction.

Edited by Maurice Nagle