Verint, through its acquisition of Telligent a leader in software for customer support and digital marketing communities from Zimbra, continues to advance its vision for customer engagement optimisation.

As a result, organisations can uniquely provide actionable intelligence across customers’ omnichannel experiences to include voice, chat, email, web self-service, and now customer and employee communities.

With the combination, Verint and now Telligent customers will be able to use the actionable intelligence that flows through their communities to help achieve important strategic objectives, including the ability to gain a holistic view of customer service effectiveness, integrate social experiences on the web and support digital transformation initiatives.

By integrating communities into their customer support and marketing strategies, organisations can lower their service costs, redirecting routine customer queries to their communities for quick answers to frequently asked questions. Through powerful analytics, they also can gain critical insights into buying trends and patterns; evaluate marketing content and campaign effectiveness; enhance social selling; take action on voice of the customer feedback about products, services and overall experiences; and heighten loyalty.

As consumers continue to self-serve and seek insights and perspectives from peers, the importance of social communities has grown. With increasing demand for more real-time engagement and personalised service, communities are becoming sought-after and valued sources for customer support. Likewise, marketers are turning to social communities to infuse new digital content, advance social experiences in their online properties, and take action by tracking and analysing buyer behaviour and site activity.

The Telligent community solution as part of Verint will help organisations foster customer-to-customer and employee-to-employee collaboration and trust, share information, and support and drive enhanced self-service and social support, while fostering new levels of customer and employee engagement.

Telligent’s solutions, which have been adopted by large and well-known brands, deliver an advanced suite of commercial social software applications—including forums, wikis and blogs, and social services—such as likes, ratings and comments.

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