Johannesburg-based technology solutions provider Logikal Consulting has partnered with Verint Systems - a New York-based analytics company in a deal that will see Logikal distribute Verint's customer engagement solutions locally.
According to Logikal, the partnership will also allow SA customers to combine the two companies' expertise for added-value customer services: "Companies can now combine our services, support and consulting with Verint's Workforce Optimisation (WFO) and Voice of the Customer (VOC) solutions, which are available in cloud, on-premises and hybrid deployment models," explains Gerald Naidoo, Logikal's group CEO.
He adds: "As more customer engagements follow a 'digital-first' approach for conducting research and performing transactions, as well as solving problems, companies need to measure their customers' digital experiences and quickly act on those insights to enhance both the customer experience and business performance. Through this partnership, the company will now offer a complete solution for measuring and acting on the voice of the customer, helping organisations measure and enhance experiences and satisfaction and loyalty."
The cloud-based WFO suite integrates mobile access into WFO applications - enabling employees and managers to get work done remotely. "The suite also expands automatic call distributor (ACD) neutrality - supporting most on-premises and cloud ACD suppliers - with an open application programming interface library. It also offers numerous enhancements that enable organisations to interact with customers across many different channels including a consolidated platform for recording calls, texts, Skype audio, chat and video," adds Steve Bell, vice president of consulting at Verint Systems EMEA.
He adds that the other solution which will be available to SA medium to large businesses is the
voice of the customer suite that will enable companies to listen, analyse and act on the VOC across digital, voice, text and social channels. "The solutions now offered through Logikal include enterprise feedback management, digital feedback management and interaction analytics, such as speech analytics, text analytics and social analytics - helping customers benefit from actionable intelligence across all engagement channels."
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