BPA Featured Article

Verint Enhances Community Solution

By Paula Bernier, Executive Editor, TMC
October 05, 2018

Verint (News - Alert) – which will be a presenter at The Future of Work Expo – has enhanced its self-service Community solution.

“While reducing demand for support, Verint’s Telligent Community offering integrates with Knowledge Management to automate content synchronization and search indexing, providing a structured way for members of the community to find information and answers to their questions on their own,” Verint explains. “This integration enables continual updates to an enterprise’s knowledge base that are derived from customers’ most frequently asked questions and issues. It can also help enterprises capture customer feedback, and identify customer needs and preferences—using the information for product development, marketing strategy and to drive search engine optimization.”

With these enhancements, Verint now offers more robust reporting. As a result, users have access to a dynamic dashboard showing community health metrics. Organizations using Verint’s Telligent Community receive detailed reports automatically. And individuals can export reports for later review offline.

Verint also has upgraded Verint’s Telligent Community with new site theming capabilities. “Simplified theming enables easy branding and customization of the community site’s interface in a matter of minutes,” the company explains. “A new theme studio offers advanced theme editing within the site to provide customers with a quality, engaging online experience that increases self-service use and return visits.”

Verint’s GM of Intelligent Self-Service Michael Southworth says that: “Consumers are still craving some form of human interaction along with their self-service journey. Through communities, customers can interact directly with their peers, receive real-time answers, responses and validation from fellow consumers and organizations alike. Even though communities require little employee involvement on the enterprise side, they are a very important part of a company’s overall customer experience strategy because they provide a critical forum to exchange ideas, questions and best practices.”

He adds: “Verint is unique in that we offer our customers solutions to simplify, modernize and automate customer engagement, including powerful artificial intelligence-based self-service solutions across both voice and digital channels.”

Speaking of AI and customer engagement, The Future of Work Expo – a new, upcoming event from TMC (News - Alert) in which Verint is participating – will focus on how artificial intelligence and machine learning can make business communications and collaboration, contact centers and customer service, HR, marketing, and sales more efficient and effective.

Edited by Maurice Nagle


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