Closing the gap between the front and back office

The boundaries between customer-facing, front-office channels and back-office support functions are blurring.

As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement, a number of trends are making it easier to link these two functions, including:

  • In-sourcing previously outsourced contact centre functions
  • The increase in channel digitisation
  • The growing use of robotic process automation.

In a recent webinar, Top 5 Best Practices for Extending Read More

What does customer engagement look like in 2018?

Exceptional customer engagement is about understanding the needs of both your customers and employees. When employees are happy, so are your customers.

Customer engagement solutions have moved in leaps and bounds in recent years, with the integration of automation playing a major role in this advancement. However, the importance of analytics in enhancing the customer experience shouldn’t be overlooked.

As experienced customer engagement specialists, Verint have a unique and clear position in the market in … Read More

Verint takes lead with key industry wins

Verint is pleased to cement its industry-leading status as the top customer engagement company following recognition by Gartner as the only organisation to appear in 2018 Magic Quadrants for the CRM Customer Engagement Center and Workforce Engagement Management.

Inclusion in the newly published Magic Quadrant for the CRM Customer Engagement Center report comes after Verint was named a leader in Gartner’s Magic Quadrant for Workforce Engagement Management research earlier this year.

In this latest report, … Read More