Call Center Solutions Featured Article

Verint (News - Alert) Systems is improving customer experience with the introduction of its patent-pending Personalized Guidance.

Introduced as part of its customer-centric Impact 360 Workforce Optimization solution, Personalized Guidance provides real-time analytics to find out the root causes of problems and then provide solutions while an agent is speaking the customer.

Real-time analytics provided by Personalized Guidance enables agents to effectively address quality metrics issues and improve customer experience delivered by an organization.

Elaborating on the rationale of the release, Verint says that today contact centers have become a strategic tool with which companies maintain a competitive edge and thus using tools such as Personalized Guidance can help agents and improve customer satisfaction for organizations.

All forward-thinking organizations search for a relevant solution to optimize customer interactions and improve the overall customer experience.

Verint technology notes that guidance has to be well-defined and part of an integrated platform to produce the desired results in customer interactions. Personalized Guidance from Verint helps businesses identify root cause so that agents can further explore to deliver the right guidance.

This solution purposefully interrupts a conversation between an agent and a customer and measures the quality of the call and the effectiveness of the guidance once the interaction is complete.

The key insights extracted from this entire process can deliver several benefits in the long run such as bringing desired changes in workflow, and further optimizing operations of the call center.

Verint specializes in delivering Actionable Intelligence solutions and value-added services. The company was in news earlier this year for announcing Customer Advisory Council to enable enterprise workforce optimization.

Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page