Verint® Systems, Inc. today announced that it has extended its customer engagement optimization portfolio with the addition of a market-leading, enterprise-class community solution. As a result, organizations can uniquely provide actionable intelligence across customers’ omnichannel experiences to include voice, chat, email, web self-service, and now customer and employee communities.
Through its acquisition of Telligent®, a leader in software for customer support and digital marketing communities, Verint continues to advance its vision for customer engagement optimization. Customer communities serve as a natural extension to customer engagement optimization, and today, only Verint offers communities as part of a comprehensive platform with ties to engagement management, customer analytics and workforce optimization.
Communities as a Critical Part of Customer Engagement Optimization
With the combination, Verint and now Telligent (Zimbra Social) customers will be uniquely positioned to use the actionable intelligence that flows through their communities to help achieve important strategic objectives, including the ability to gain a holistic view of customer service effectiveness, integrate social experiences on the web and support digital transformation initiatives.
By integrating communities into their customer support and marketing strategies, organizations can lower their service costs, redirecting routine customer queries to their communities for quick answers to frequently asked questions. Through powerful analytics, they also can gain critical insights into buying trends and patterns; evaluate marketing content and campaign effectiveness; enhance social selling; take action on voice of the customer feedback about products, services and overall experiences; and heighten loyalty.
“We are delighted to welcome Telligent to the Verint family and to offer our customers the added value that communities bring to our customer engagement optimization portfolio,” says Elan Moriah, president, Verint Enterprise Intelligence Solutions™ and Verint Video and Situation Intelligence Solutions™. “This acquisition extends our offering and introduces a host of advanced capabilities that will enable us to offer an even more comprehensive solution to help our customers address digital transformation, social selling and customer self-service head on.”
The Rise of Communities in an Omnichannel World
As consumers continue to self-serve and seek insights and perspectives from peers, the importance of social communities has grown. With increasing demand for more real-time engagement and personalized service, communities are becoming sought-after and valued sources for customer support. Likewise, marketers are turning to social communities to infuse new digital content, advance social experiences in their online properties, and take action by tracking and analyzing buyer behavior and site activity.
The Telligent community solution as part of Verint will help organizations foster customer-to-customer and employee-to-employee collaboration and trust, share information, and support and drive enhanced self-service and social support, while fostering new levels of customer and employee engagement.
About Telligent Community Solutions
Telligent’s solutions, which have been adopted by large and well-known brands, deliver an advanced suite of commercial social software applications including forums, wikis and blogs, and social services such as likes, ratings and comments.
Over the past year, Telligent Communities have been recognized by Forrester Research, Inc. and Gartner, Inc. In The Forrester Wave: Social Depth Platforms, Q2, 20151, the communities software (Zimbra Social) was cited as a “strong performer,” and in Gartner’s Magic Quadrant for Social Software in the Workplace2, it was placed in the “visionaries” quadrant.
Telligent® is a leader in software for customer support and digital marketing communities. Its social software solutions help bring together modern collaboration technologies into a single integrated suite that includes social applications and social services that enable organizations to create communities of interest for their customers. Telligent’s solutions include both external customer and internal employee communities. In August 2015, Telligent was acquired by Verint Systems. Prior to the combination, it was part of Zimbra.
About Verint Systems
Verint® (verint.com) is a global leader in Actionable Intelligence®, which has become a necessity in a dynamic world of massive information growth. By empowering organizations with crucial insights, Verint solutions enable decision makers to anticipate, respond and take action, and make more informed, effective and timely decisions. Our solutions are designed to address three important areas of the actionable intelligence market: customer engagement optimization; security intelligence; and fraud, risk and compliance. Verint's vision is to create A Smarter World with Actionable Intelligence®, and today, more than 10,000 organizations in over 180 countries including over 80 percent of the Fortune 100 already benefit from this vision.
Sources: 1 Forrester Research, Inc., The Forrester Wave: Social Depth Platforms, Q2, 2015, June 22, 2015. 2Gartner, Inc.’s Magic Quadrant for Social Software in the Workplace, September 3, 2014.
This document contains forward-looking statements, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint. Forward-looking statements are often identified by future or conditional words such as "will","plans","expects","intends","believes","seeks","estimates", or "anticipates", or by variations of such words or by similar expressions. These forward-looking statements are not guarantees of future performance and they are based on management’s expectations that involve a number of risks, uncertainties, and assumptions, any of which could cause actual results or events to differ materially from those expressed in or implied by the forward-looking statements, including risks associated with mergers and acquisitions, such as uncertainties regarding the closing of the transaction or the ability to realize the expected benefits of the transaction, as well as risks associated with related system integrations and potential asset impairments. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the year ended January 31, 2015, our Quarterly Report on Form 10-Q for the quarter ended April 30, 2015, and other filings we make with the SEC. Verint assumes no obligation to revise or update any forward-looking statement, except as otherwise required by law.
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