|
Customer Service Analytics:
A New Strategy for
Customer-centric Enterprises
A Verint Systems White PaperTable of Contents
The Quest for Affordable, Superior Customer Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Leveraging Actionable Intelligence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Customer Service Analytics in Action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Verint's Customer Service Analytics Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint SystemsInc. 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.
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.© 2007 Verint Systems Inc. All Rights Reserved Worldwide.
WASG0607001UPreface
This paper profiles customer service analytics, an essential part of an enterprise strategy for delivering customer service in today's volatile global market. The paper describes how the customer service analytics offerings from Verint® Witness® Actionable Solutions foster customer-centric business processes by improving the efficiency and effectiveness of enterprise customer service, driving down costs, and building a cycle of continuous performance improvement across the entire customer service value chain.
About Verint Witness Actionable SolutionsVerint® Witness® Actionable Solutions was formed as a result of the company's successful combination withworkforce optimization provider, Witness Systems. Verint Witness Actionable Solutions enables organizationsto capture and analyze customer interactions, improve workforce performance and optimize service processes in contact center, branch and back-office operations. With the industry's broadest portfolio of innovative solutions for customer service analytics, workforce optimization, quality monitoring/full-timerecording, workforce management, eLearning, performance management, and customer surveys, Verint Witness Actionable Solutions helps companies uncover business trends, discover the root cause of employee and customer behavior, and power the right decisions to help ensure service excellence and achieve continuous performance improvement across every aspect of customer operations.
®Verint. Powering Actionable Intelligence.Verint Systems Inc. is a leading global provider of analytic software-based solutions for enterprise optimization and security. Verint solutions help organizations make sense of the vast voice, video, and data available to them, transforming this information into actionable intelligenceT for better decisions and highly effective performance.
Since 1994, Verint has been committed to developing innovative solutions that help global organizationsachieve their most important objectives. Today, organizations in over 100 countries use Verint solutions toenhance security, boost operational efficiency, and fuel profitability.
1The Quest for Affordable, Superior Customer ServiceFor years, organizations have struggled to balance customer satisfaction with the requirement to increase revenue and minimize the cost of customer service.
Managing these conflicting goals is difficult, but is complicated even further by the many different enterprisefunctions and supporting processes involved in serving customers. These include the traditional customertouch points - the contact center and branch offices - as well as back-office operations.
Not surprisingly, each of these areas within the organization has its own systems, processes, and proceduresfor managing workflow and assessing effectiveness. These pose a variety of challenges: . Although management applications and workforce management, IVR, ACD, and CRM systems provide a staggering amount of statistical data about what is happening in the organization, theydo not explain why -... [download for more]
|
