Logikal Consulting has announced its partnership with Verint Systems.
The partnership will let South African customers combine Logikal’s sales, services, support and consulting with Verint’s Workforce Optimisation (WFO) and Voice of the Customer (VoC) solutions, available in cloud, on-premises and hybrid deployment models.
Verint Workforce Optimisation comprises a suite of software and services that include compliance recording and automated quality management, coaching and learning, workforce management, work allocation, desktop and process analytics, robotic process automation and performance management.
Verint’s cloud-based WFO suite integrates secure mobile access into WFO applications, enabling employees and managers to get work done from anywhere, anytime. With contemporary mobile apps that fit the way today’s employees prefer to engage, it breaks new ground for organisations striving to improve the most dominant driver of positive customer experiences: positive employee engagement.
Verint WFO also expands automatic call distributor (ACD) neutrality – supporting all leading on-premises and cloud ACD suppliers – with an open application programming interface (API) library. It also offers wide-ranging enhancements that enable organisations to interact with customers across many different channels – including a consolidated platform for recording calls, texts, Skype audio, chat and video – in which realtime analytics are embedded to quickly find and evaluate interactions to improve compliance and enhance customer journeys. As part of the suite, robotic process automation software enables organisations to replace manual processes, operating around the clock.
With this parternship, Logikal will offer a complete solution for measuring and acting on the voice of the customer, helping organisations measure and enhance experiences, satisfaction and loyalty. As more customer engagements follow a “digital-first” approach for conducting research and performing transactions, as well as solving problems, companies need to measure their customers’ digital experiences and quickly act on those insights to enhance both the customer experience and business performance.
Verint’s Voice of the Customer suite includes capabilities for listening, analysing and acting on the VoC across all channels – digital, voice, text and social. The solution set helps companies benefit from actionable intelligence across all engagement channels, while harnessing the VoC to better anticipate and take action; deliver consistent, personalised service; foster seamless transitions from digital to other service channels; and connect the complete customer journey. Verint VoC solutions now offered through Logikal include enterprise feedback management, digital feedback management and interaction analytics, such as speech analystics, text analytics and social analytics.
“Our unique approach fulfills the needs of next-generation, multi-tenant customer engagement requirements. Enterprises and institutions have figured out that their customers want it to be easy to conduct business with them. As a result, companies need solutions that can help them meet the changing expectations of customers, and Verint is responding by providing real-time capabilities and mobility, among other valuable features,” says Steve Bell, vice-president: consulting at Verint Systems EMEA.
“With its omnichannel capabilities, world-class customer analytics and amazing user experience, Verint WFO and VoC are the ideal solutions for companies looking to drastically improve their interactions with customers. We are looking forward to helping the local market gain the benefits of the latest developments introduced by Verint,” adds Gerald Naidoo, group CEO of Logikal Consulting.