Call Recording Featured Article

Engaged customers are vital to the continued operation of any business, and with good reason. Engaged customers are the ones who come back most often, who make more purchases, who tell friends and family about a business, and in general, provide all the things it needs to run. A new report from contact-centres.com illustrates how Verint (News - Alert) is bringing out new tools to help step up the numbers of engaged customers a business works with.

More specifically, Verint brought out a new release to Telligent Community, offering a variety of community-driven applications and services alike, giving both customers and employees a chance to collaborate and get more engaged. The system is built as a Community-as-a-Service (CaaS) model, and offers not only workflow enhancement systems, but also user experience management, content management, moderation tools, application programming interface (API) investments, and several other useful points. Several of the Telligent Community's integrations are a part of the open source community now, spotted on GitHub, which represents a big investment in API.

The tools together are intended to serve as a means to drive the use of actionable intelligence, the kind of material gained from applying analytics tools to raw data, or from taking key observed points for those who aren't using analytics tools. With such information, the system can help provide a better overall view of customer service's impact on the system, and help provide a better look at just where things need to change. There's even room here for integrating social experiences—social media is an increasing priority for business thanks to its ability to rapidly spread both good and bad information—and making any digital transformation processes a business is interested in, happen.

Essentially, Telligent is about community management, which can take on a variety of different fronts, from search engine optimization (SEO) systems to content management to even leader-board systems. This helps make the flow of questions and answers involved in a system move more smoothly and make those interested in being part of a community feel more welcome with smoother operations.

Telligent solutions allow for a lot of augments to current systems, and that's good news for companies that think current community management efforts could be more robust. With the Telligent solutions in hand, it becomes easier to not only better build that community, but also better use some of the information on hand to make a better experience for users of all stripes. Improving user experience helps augment customer engagement, and that in turn provides a better chance of sales success.

Engaged customers can mean the world to a business, and those who do the best job of getting customers engaged will likely get the best results out of those now-engaged customers.