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Verint Adds Communities Software to Portfolio with Acquisition of Telligent

More and more consumers are turning to communities to seek insights about products, services, support and other topics of interest. As they continue to seek perspectives from their peers before making decisions, the importance of social communities continues to grow.Ryan_Hollenbeck_05-12C

With the demand for more real-time engagement and personalized service, communities have become sought-after and highly valued sources for customer support, as well. To help meet this need, Verint has advanced its customer engagement optimization vision by adding innovative community software through Telligent, a leader in software for customer support and digital marketing communities. Aligning well with our Actionable Intelligence vision, this software further extends our customer engagement optimization portfolio with a leading, enterprise-class community solution.

Communities serve as a natural extension to customer engagement optimization, helping organizations enhance support, drive digital transformation and maintain brand consistency. With this addition, only Verint offers communities as part of a comprehensive platform with ties to engagement management,customer analytics and workforce optimization.

The result? Organizations can uniquely provide actionable intelligence from customer data no matter how their customers choose to communicate—including voice, chat, email, web self-service, and now customer and employee communities. The Verint and Telligent combination can help organizations cultivate customer-to-customer and employee-to-employee collaboration and trust, share information, and support and drive enhanced self-service and social support—all while fostering new levels of customer and employee engagement.

Telligent’s solutions serve both external customer and internal employee communities and have been adopted by large and well-known brands. They deliver an advanced suite of commercial social software applications—including forums, wikis and blogs, and social services such as likes, ratings and comments. These solutions help bring together modern collaboration technologies into a single integrated suite that includes social applications and services for creating customer communities of interest.

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The post Verint Adds Communities Software to Portfolio with Acquisition of Telligent appeared first on Customer Experience Management Blog.

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