X Sales Desktop Infographic Final - Verint Systems · 2019-07-27 · speed agent resolution. THE...
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Employee Desktop: Help your employees make your customers ' lives easier © 2017 Verint Systems Inc. All Rights Reserved Worldwide. Unauthorized use, duplication or modification of this infographic in whole or in part without the written consent of Verint Systems Inc. is strictly prohibited. All marks referenced herein with the ® or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All other marks are trademarks of their respective owners. [email protected] Americas: 1-800-4VERINT EMEA: +44(0) 1932 839500 APAC: +(852) 2797 5678 www.verint.com [ understand me ] THE INSTRUCTOR: Video/multimedia files help support identification and troubleshooting of issues remotely and guide customers through unfamiliar tasks. THE REVENUE DRIVER: Guidance on handling calls and suggested up-sell and cross-sell opportunities drives revenue. THE STREAMLINER: Clean, modern user interface surfaces relevant information from cumbersome legacy systems, improving speed and ease of access. THE VIRTUALIZER: Information always within arm’s reach even half-way around the world provides ultimate workforce flexibility. THE PREDICTOR: Routing and analytics discern the type of issue a customer has in advance to focus resources and speed agent resolution. THE TRAINER: Embedded knowledge base reduces ramp time, and simplifies and streamlines continuous learning. THE INTEGRATOR: A mashup of all relevant information from various systems presented in one place eliminates toggling between screens. THE PROTECTOR: Process guidance supports compliance and corporate governance and reduces risk and errors. THE TRANSLATOR: Access to multilingual content localizes resources to each customer’s preferred language. Employee Desktop brings customer information and employee action together seamlessly to empower the Seriously Smart Organization to deliver more personalized engagement, and better outcomes with less effort. Best-in-Class contact centers that provide employees with access to all customer information on a single screen/desktop enjoy: Year-over-year improvements in First Call Resolution Year-over-year improvements in revenue Higher customer retention Decreased cost per customer contact Far greater reduction in non-compliance frequency Less supervisory time spent assisting agents Source: The Business Value of Integrating the Contact Center within Your Omni-Channel Strategy, March 2014, Omer Minkara. Learn more about how Employee Desktop can help you on your journey to becoming a Seriously Smart Organization.
Transcript of X Sales Desktop Infographic Final - Verint Systems · 2019-07-27 · speed agent resolution. THE...
Employee Desktop:Help your employees make your customers'
lives easier
© 2017 Verint Systems Inc. All Rights Reserved Worldwide. Unauthorized use,
duplication or modification of this infographic in whole or in part without the written
consent of Verint Systems Inc. is strictly prohibited. All marks referenced herein with
the ® or TM symbol are registered trademarks or trademarks of Verint Systems Inc.
or its subsidiaries. All other marks are trademarks of their respective owners.
Americas: 1-800-4VERINT
EMEA: +44(0) 1932 839500
APAC: +(852) 2797 5678
www.verint.com
[ understand me ]
THE INSTRUCTOR:
Video/multimedia files help support identification and troubleshooting of issues remotely and guide customers through unfamiliar tasks.
THE REVENUE DRIVER:
Guidance on handling calls and suggested up-sell and cross-sell opportunities drives revenue.
THE STREAMLINER:
Clean, modern user interface surfaces relevant information from cumbersome legacy systems, improving speed and ease of access.
THE VIRTUALIZER:
Information always within arm’s reach even half-way around the world provides ultimate workforce flexibility.
THE PREDICTOR:
Routing and analytics discern the type of issue a customer has in advance to focus resources and speed agent resolution.
THE TRAINER:
Embedded knowledge base reduces ramp time, and simplifies and streamlines continuous learning.
THE INTEGRATOR:
A mashup of all relevant information from various systems presented in one place eliminates toggling between screens.
THE PROTECTOR:
Process guidance supports compliance and corporate governance and reduces risk and errors.
THE TRANSLATOR:
Access to multilingual content localizes resources to each customer’s preferred language.
Employee Desktop brings customer information and employee action together seamlessly to empower the Seriously Smart Organization to deliver
more personalized engagement, and better outcomes with less effort.
Best-in-Class contact centers that provide employees with access to all
customer information on a single screen/desktop enjoy:
Year-over-year improvements in First
Call Resolution
Year-over-year improvements
in revenue
Higher customer retention
Decreased cost per customer contact
Far greater reduction in non-compliance
frequency
Less supervisory time spent assisting agents
Source: The Business Value of Integrating the Contact Center within Your Omni-Channel Strategy, March 2014, Omer Minkara.
Learn more about how Employee Desktop can help you on your journey to becoming a Seriously Smart Organization.
