Transcript
Verint Case Management One of the consequences of the automation of simple customer service processes and the drive toward customer self-service is that when a customer request reaches the service desk, it is typically one that is unpredictable and not easy to solve. Verint® Case Management™ helps organizations optimize how they manage complex, unpredictable business processes and support employee decision making. Unlike CRM tools or simple workflows, this powerful solution can provide knowledge workers with the tools they need to execute complicated and variable customer service processes by incorporating process modeling, web form design, third-party integration, business rules, and run-time process adaption. As a result, it can guide employees through detailed customer service processes and deliver appropriate knowledge efficiently, even when cases take unscripted turns. Verint Case Management is a core component of the Verint Engagement Management™ platform. It is fully integrated with the platform’s multichannel, knowledge management, and employee desktop features.
Equip Employees to Handle Cases Efficiently Because customer issues can be unpredictable, case management solutions must be adaptable to provide employees with timely, relevant information for progressing each case. Verint Case Management provides an adaptive user interface, processes, and knowledge that can help your organization address a broad variety of case scenarios, from simple to highly complex. With the solution’s adaptive processes, customer conversations can flow naturally while employees collect the necessary information. The information and options relevant to the context of the interaction update dynamically in the user interface, helping staff progress customer requests quickly and accurately toward resolution. Through integration with contextual knowledge from Verint Knowledge Management™, Verint Case Management can provide your employees with relevant articles at each step of the process. The Employee Desktop user interface can display data from third-party applications relevant to the case, helping reduce the time spent toggling between systems.
Verint Case Management uniquely integrates customer channels, knowledge management, and a dynamic employee desktop to meet the demands of all three stakeholders in the customer service relationship — the customer, the organization and the employee.
Key Benefits • H elps enterprises optimize simple and complex customer service processes. • O rchestrates the end-to-end customer service journey, integrating customer channels with enterprise applications, business data, and content repositories. • H elps deliver end-to-end case life cycle management using multiple levels of business rules and SLAs. • G uides employees to help ensure regulatory and SLA compliance. • S upports rapid modeling and modification of customer service processes.
Verint Case Management
Automate Repetitive Processes and Enhance Compliance Verint Case Management features such as process modeling, business rules, and service-level agreement (SLA) management — underpinned by a high-performance process engine — can enable your organization to automate high-volume, repetitive processes, rapidly modify processes, and better ensure compliance to industry regulations and business objectives. The solution can orchestrate the end-to-end customer service journey, integrating Verint Engagement Management customer channels (voice, email, social, chat, self-service, and co-browse) with front- and back-office enterprise applications, business data, and content repositories. This can help you provide customers with a consistent experience across their preferred engagement channels. Automation of repetitive tasks and integration to third-party data sources within the dynamic employee desktop can free employees to focus on where they can add most value to the customer relationship. In addition, integration with knowledge management and support for dynamic scripting and collaborative activity streams help guide employees and support decision making.
Your customers and your business environment are unpredictable. Verint Case Management can enable you to manage this unpredictability, support your knowledge workers, and optimize the complete customer service journey. It’s a powerful solution for meeting the demands of all three stakeholders in the customer service relationship — the customer, the organization, and the employee.
Verint Case Management — Part of the Verint Customer Engagement Optimization Portfolio Verint Case Management is part of a patent-protected portfolio of customer engagement optimization solutions that help organizations enrich customer interactions, improve business processes, and optimize their workforces.
Benefit from World-Class Consultants Verint offers a range of Professional Services to help you get the most from your investment, including Business Advisory Services, Implementation and Enablement Services, and Application Managed Services. Regardless of the services you select, you can be confident that our experienced teams offer practical knowledge and are committed to your success.
Verint. Powering Actionable Intelligence® Verint® Systems Inc. (NASDAQ: VRNT) is a global leader in Actionable Intelligence® solutions for customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organizations in over 180 countries use Verint solutions to improve enterprise performance and make the world a safer place. Learn more at www.verint.com.
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Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. is strictly prohibited. By providing this document, Verint Systems Inc. is not making any representations regarding the correctness or completeness of its contents and reserves the right to alter this document at any time without notice. Features listed in this document are subject to change. Not all functionality is available in all configurations. Please contact Verint for current product features and specifications. All marks referenced herein with the ® or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks are trademarks of their respective owners. © 2015 Verint Systems Inc. All Rights Reserved Worldwide. 11.2015
