Verint’s new partnership with Tango Networks is sure to have an impact on employee engagement and, in turn, customer engagement and customer loyalty.
Verint officials believe that this partnership can help address the gap in managing the business communications occurring through mobile devices each day, as well as concerns that customer service organizations have about the security of those interactions.
Loyalty360 caught up with Dan Spohrer, vice president, product strategy, Verint, to learn more.
What are Verint’s goals for this partnership and how it can help impact brand customer engagement and customer experience?
Spohrer: The partnership between Verint and Tango is focused on reaching all employees in an organization who use their mobile devices when communicating with customers. By taking the Verint Customer Engagement Optimization solutions and extending them via Tango’s mobile integration, organizations can help ensure their mobile communication channels are part of a true omnichannel approach to improving customer engagement. This is especially valuable across any industries where the employees work in the field, at home, or in a branch office, and are often disconnected from the traditional corporate telephony network and using a mobile device.
This means that an organization can apply the same best practices in Quality Management to extend its quality program to include reviewing call recordings of customer service communication occurring in any areas of their business—even outside the traditional contact center. Or, the company might adopt Speech Analytics to help drive improvements to quality. These solutions from Verint’s Voice of the Customer portfolio also can yield insights that were previously not accessible when customer communication occurred.
Finally, it has immediate value in the financial industry where regulation often drives the need for recording all customer communications, as well as some internal communication. The Verint solutions help capture, archive, and search (all in one place) internal and external employee communications—whether that communication occurred within the traditional PBX, or in the mobile network now accessible through Tango’s partnership with Verint.
How will this partnership address the gap in managing business communications occurring via mobile devices?
Spohrer: Tango Networks can seamlessly connect employees’ mobile devices, which are used to conduct business and engage in customer interactions, and create a virtual extension to the company’s PBX or unified communications platform. This helps connect the Verint Customer Engagement Optimization solutions to the rising mobile workforce.
This solution can also reliably distinguish between personal and business calls on mobile devices—together with Verint, all business calls identified on those devices can be logged by the CRM and recorded by Verint. This addresses the gap in managing business communications that occur via mobile devices, translating into the ability to help deliver the mobile phone capabilities organizations seek, without compromising quality or compliance. Additionally, it helps make employee mobile devices an integral component of a contact center’s communication platform and creates a more consistent approach to managing overall service efforts.
As compliance and risk management needs have become more complex, financial and other organizations face greater mandates and potential penalties. This has resulted in a heightened need for solutions that help mitigate risk and ensure compliance within an environment of regulatory requirements. Previously, communications that had taken place over a mobile network have presented greater challenges to meeting these regulatory needs. With this combined solution, directives—such as those emanating from the Dodd-Frank Act and Consumer Finance Protection Board (CFPB) in the U.S., the evolving Markets in Financial Instruments Directive II (MiFID) in the European Union, and similar regulations in other countries—can be satisfied. Verint’s integration with Tango also can be extended to “Bring-Your-Own-Device” (BYOD) phones, without the need to use a specialized phone app or changing network plans.
How will this enhance the customer experience for mobile device customers?
Spohrer: This solution doesn’t specifically address the device that the customer uses. While consumers are increasingly using mobile devices to communicate with organizations, the Verint-Tango partnership is focused on improving customer engagement by targeting the employee or customer service agent.
Another example of the collaborative efforts between Verint and Tango is about providing more flexibility to workers who are out in the field and making calls from their mobile device. For example, when a cable service worker is between appointments and needs to reach a customer, the technology helps apply the same best practices that you would see in the contact center—especially when it comes to quality and adhering to risk and compliance requirements.