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Verint Systems, a provider of security and intelligence data mining software, has announced several enhancements to its Community solution, which is a component of the company’s automated Intelligent Self-Service portfolio. The portfolio includes web self-service, knowledge management, intelligent virtual assistant, and interactive voice response functions. The Community solution enhancements are designed to help organizations meet growing consumer preferences for more automated self-service interactions by facilitating the creation of customer communities.
“Companies have been trying to conquer the self-service challenge for over a decade, and communities should be at the forefront,” says Verint’s General Manager of Intelligent Self-Service, Michael Southworth. “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.”
The Community solution reduces demand for customer support services while also automating content synchronization and search indexing. It provides a structured way for members of customer communities to find information on their own, and 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 preferences by using information for product development to drive search engine optimization.
Overall, the Community solution enhancements include new reporting and site theming features. Through the reporting features, companies can better understand the details of customer interactions. In addition, the reports can be exported for offline consumption. The site theming features simplify branding and customization of a community site’s interface. A new theme studio also offers theme editing.
“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,” says Southworth. “Our Community solution is a valuable addition to any enterprise because it provides a new dimension to self-service customer engagement, giving customers a rich interaction experience while requiring little human resource investment. Additionally, AI is always working in the background to route customer requests to the right person if the customer needs additional answers or support."
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