Verint Acquires Telligent to Expand Customer Engagement Optimization Portfolio

By CIOReview | Thursday, August 27, 2015

MELVILLE, NY: Verint Systems, solution provider for customer engagement optimization acquires Telligent, software provider for customer support and digital marketing to extend Verint’s customer engagement optimization portfolio with enterprise-class community solutions. This will allow the companies to provide actionable intelligence across customers’ omnichannel experiences which will include voice, chat, web self-services, as well as customer and employee communities.

The collaboration will streamline actionable intelligence workflow to build suitable strategic objectives to provide an overview of customer service effectiveness, culminate social experiences on the web and support digital transformation initiatives making it a cost effective service. With this implementation organization will able to redirect routine customer queries to their communities for fast replies.

“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 Solution and Verint Video and Situation Intelligence Solution. “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 key benefits of this expansion are:

 It provides insights into buying behavior and patterns; evaluate marketing content and campaign effectiveness; enhance social selling; apt solutions for customer feedback about products, services and overall experience and increase loyalty. This will result in work efficiency, customer-to-customer and employee-to-employee collaboration, support and drive enhanced self-service and social support.