Verint Systems, the Customer Engagement Company, announced new workforce engagement capabilities for simplifying, modernizing and automating back-office operations. The back office* plays an important role in delivering a better customer experience, and organizations recognize that the back-office workforce is critical to achieving a differentiated customer engagement strategy. Verint is a recognized leader in workforce engagement solutions deployed extensively in back-office operations in the banking, healthcare, insurance, telecommunications and utility industries for greater operational efficiencies and better customer experiences.
According to experts, issues with back-office processing—such as data entry errors, workflow bottlenecks, and repetitive manual processes—account for a significant portion of customer contact volume and customer dissatisfaction. As a result, organizations are looking to transform their back offices with new tools and business practices to drive efficiencies, empower their employees to meet demand, and deliver quality, on-time work.
“For more than a decade, Verint customers have counted on our patented, proven and uniquely designed Back-Office Workforce Engagement™ offerings to provide a streamlined, consistent approach to the effective management of work, people and technology across operations,” says Verint’s John Goodson, senior vice president and general manager, products. “We’re very proud to introduce leading-edge automation capabilities to further increase the ROI for our customers.”
Verint’s portfolio for the back office incorporates analytics and automation technology across a broad suite of solutions for desktop analytics, performance management, work allocation and tracking, robotic process automation, workforce management and quality management. Capabilities announced today are the automation of work allocation and robotic process automation.