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When I get a new phone, watch, or electronic gadget I'm the first to try every feature and menu. From tearing apart my toys as a kid, to maximizing the Apple Fitness+ features on my smart watch, there was curiosity to make the most of my investment. The same is true in the corporate world. Organizations continually strive to leverage advanced technologies to gain a competitive edge and maximize the value of their investments. With Verint's software solutions, there is a wide range of powerful applications to enhance customer experiences and drive operational efficiency. However, from our smart watches to phones to enterprise software, we barely scratch the surface of the full potential. A 2019 Feature Adoption Report shared that 80% of features in the average software product are rarely or never used. At Verint Engage in Orlando last year we heard Jaime Meritt, Verint's Chief Product Officer, highlight the untapped value that customers can unlock through advanced features. This keynote on features, and Group Elite’s experience with a variety of clients, spurred us to create the “Doctor is In” for Verint Engage 2023. In this blog post, we delve into some of the burning questions that can help increase the maturity of Verint power users and extract more value from their applications.

How do I explore unchartered features in Verint?

Verint applications offer a plethora of features, some of which may remain unexplored by users. By actively seeking out new features, users can uncover hidden functionalities that can streamline their processes, improve customer interactions, and boost overall efficiency. Regularly reviewing release notes, attending webinars, and working with consulting partners like Group Elite can provide valuable insights into new features and ensure that users are making the most of their Verint applications. Let’s cover 3 today and we invite you to attend the session in Vegas for much more.

#1 - Leveraging Surveys in Coaching and Development

We know that coaching programs are crucial for enhancing employee performance and delivering exceptional customer service. Perhaps 2023 is the year to investigate the power of the Verint Experience Management platform to fully integrate surveys into your customer engagement solution. Surveys enable organizations to gather valuable feedback from customers, but this feedback, aligned with your existing organizational structure in your Verint platform, can also serve as a guide to effective coaching sessions. By harnessing the power of surveys, Verint users can gain deeper insights into customer sentiments, identify areas for improvement, and tailor coaching sessions to address specific needs.

#2 - Leveraging Speech Analytics for Business Intelligence (BI)

Speech analytics is a powerful tool that can revolutionize the way organizations extract insights from customer interactions. Verint's speech analytics capabilities allow businesses to analyze recorded calls, extract valuable data, and derive actionable intelligence. However, it is essential for organizations to integrate these findings into larger business intelligence initiatives across the enterprise. By aligning speech analytics findings with other data sources, such as customer feedback, sales data, and operational metrics, businesses can gain a comprehensive understanding of customer behaviors, preferences, and pain points. This holistic approach empowers organizations to make data-driven decisions, optimize processes, and enhance customer experiences.

#3 - Harnessing Advanced Scheduling Techniques

Efficient scheduling plays a pivotal role in workforce optimization and ensuring optimal customer service levels. Verint applications offer advanced scheduling techniques that can help organizations optimize resource allocation, improve workforce productivity, and enhance customer satisfaction. By leveraging features such as automated forecasting, real-time adherence monitoring, synchronizing with payroll, and intelligent scheduling algorithms, organizations can align their workforce with customer demand and minimize inefficiencies. Investing time in mastering advanced scheduling techniques can yield significant benefits in terms of operational efficiency and cost optimization.

Bottom line? Attend “Doctor is In” at Verint Engage.

Investing in the health and maturity of your Verint tools not only enhances the organization's overall performance but also positions you as a leader in the customer engagement space.

So, it's time to ask yourself, are you making the most of your Verint applications?

Visit Group Elite’s Verint Engage page today to submit your question today.

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Matthew Storm

Matthew Storm

Matthew Storm is the VP of Marketing and has been evangelizing and promoting customer experience solutions for over 20 years. Previously he lead marketing programs for contact center technology providers such as Jacada, NICE Systems, OpenText and QPC in the Americas, Europe and Middle East. Before working on the vendor side, Matthew got his start in the contact center industry back in the 1990s while working for Dell Computer and various startups where he implemented solutions for workforce management, recording, analytics, predictive dialers and CRM. Matthew is a graduate of Oklahoma State University and has an MBA from St. Edward’s University. He and his wife Karla live in Dallas, Texas and is very proud of his Park Ranger daughter.