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Content Guru to Provide Verint's Workforce Optimization and Speech Analytics

February 01, 2017
By Michael Guta, Contributing Writer

Contact Guru provides communication services with a cloud-based delivery model by connecting people and devices to information systems for large enterprises and government organizations across a range of sectors. As part of this delivery model, the company has also developed a multichannel customer engagement hub and CCaaS (Contact Center as a Service) solution that delivers inbound and outbound interactions which also includes its intelligent Automated Contact Distribution (iACD) platform. The new global partnership is formed with Verint is designed to add Workforce Optimization (WFO) and Speech Analytics to this platform to deliver more value for its customers.

The large enterprises and government organizations and financial services, online, retail, travel and utilities industries that currently use Content Guru's services are also deploying workforce optimization and speech analytics to deliver a better customer experience. As a global hosted partner, of Verint (News - Alert)'s customer engagement solutions will be available to Content Guru through its storm cloud platform.

John Rees, CCO, Content Guru, comments, "Workforce Optimization is an essential part of customer engagement, and we are proud to be partnered with a market leader like Verint. The solution is part of a feature-rich platform and its integration complements storm’s built-in customer engagement facilities extremely well, enabling administrators to better manage workforce distribution, while also enhancing quality management capabilities."

As a fully integrated part of the storm cloud platform, Content Guru who will have the capability to support the Verint digital first engagement management solution, which includes digital and non-digital channels for both self and assisted service interactions. Public sector organizations and governments will be able to access the engagement technology from Verint so their citizens can better participate with digital first solutions. These public entities can deploy digital and human -assisted services with integrated case management, business process management, knowledge management and real-time analytics with social media capabilities.

The CCaaS and iACD services will be able to leverage Verint's WFO and analytics solutions to improve internal processes and the many compliances that are currently in the books, while uncovering new business trends and increasing productivity and performance. These improvements also lead to drive deeper engagement with customers and employees by capturing and analyzing customer interactions, journeys and sentiments across channels to enhance the quality and security of said interactions.

John Bourne, senior vice president, global channels and alliances at Verint, adds, "Through its cloud ACD and our multi-tenanted workforce and customer engagement solutions, organizations of all sizes can achieve their most important business objectives—from increasing employee and customer experiences to enhancing loyalty, and from driving revenue to lowering the cost of service delivery."

Verint's workforce optimization provides tool for managing quality, performance and workforce management, coaching, e-learning and desktop, process and speech analytics.

Edited by Maurice Nagle

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