Cloud telephony provider Content Guru will deliver Verint workforce optimization and speech analytics solutions in the cloud.
Verint Systems has forged a global partnership withContent Guru, a communications integrationprovider, in which Content Guru will deliver Verint customer engagement solutions—including workforce optimization and speech analytics—as an integrated customer engagement suite in the cloud.
In addition, Ciontent Guru has integrated Verint's digital-first engagement management solution for government applications into its storm cloud customer engagement platform. Content Guru's storm platform is a multichannel customer engagement hub and contact center as a service solution that delivers inbound and outbound interactions, including intelligent Automated Contact Distribution (iACD).
Verint Workforce Optimization (WFO) and Speech Analytics are now available to organizations worldwide via the Content Guru storm cloud platform. With a single user interface and business process workflows, Verint WFO features functionality for call recording, quality management, workforce management, performance management, elearning, coaching, and desktop and process analytics, as well as speech analytics.
Leveraging the WFO and analytics solutions, organizations can capture and analyze customer interactions, journeys, and sentiments across channels to enhance the quality and security of interactions, drive deeper engagement with customers and employees, improve internal processes and compliance, uncover business trends, and heighten productivity and performance.
Content Guru also now supports the Verint digital-first engagement management solution as a fully-integrated part of its storm platform. This suite from Verint includes a full range of digital and non-digital channels for both self- and assisted service interactions. Designed specifically for government organizations, the digital-first solution helps serve citizens more effectively in digital self-service, digital-assisted service and human-assisted service scenarios through integrated case management, business process management, knowledge management, real-time analytics, and social media capabilities.
"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," said John Rees, chief customer officer at Content Guru, said in a statement. "We're excited to support Verint's digital-first engagement management solution on our storm platform, giving citizens the flexibility to communicate more efficiently and effectively with public-sector and government organizations via their preferred channels."
"Verint is pleased to be partnered with Content Guru. Through its cloud ACD and our multitenanted 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," John Bourne, senior vice president of global channels and alliances at Verint, said in a statement.