[ Keeping Up with the Joneses ]

How Employee Desktop empowers employees

to deliver effortless customer engagement.

The Employee Desktop Edition

Contents

Meet the

Joneses

2Keeping Up with

the Joneses

1Leading in

Customer

Engagement

3Employee Desktop:

Differentiating the

Seriously Smart

Organization

4The Upside of

Employee Desktop

5(Continued)

6(Continued)

9The Employee

Desktop

Payoff

7Getting Started

with Employee

Desktop

8Verint: Enabling

the Seriously

Smart Organization

10

Keeping Up with the Joneses

“Keeping Up with the Joneses” is a common idiom in the English-speaking world referring to the comparison

to one’s neighbor as a benchmark for social class or the accumulation of material goods. In the customer

engagement realm however, the saying takes on a whole new meaning.

Keeping Up with the Joneses is short-hand for the need to address the rising expectations and demands

across all key stakeholders in the customer engagement arena.

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The Joneses are your customers:

They want answers quickly and have

an unwavering list of demands:

they want resourceful interactions

and uncompromising access to

information and issue resolution.

The Joneses are your employees:

They have rising expectations in the

workplace. It’s your job to meet these

expectations and satisfy these demands,

lest they become unengaged, less

productive on the job, or opt to leave

and join another company that is more

responsive to their needs.

The Joneses are your competition:

They are innovating in light-speed

to engage, delight, and inspire

customers, and they present the

biggest unknown in the entire

customer engagement landscape.

The Joneses are your internal

stakeholders:

They have a duty to ensure legal

compliance, Service-Level Agreement

adherence, and overall customer

experience delivery.

Meet the Joneses [ The Joneses individually and collectively all play a key role in your organization’s success. ]

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The only way to keep from being one step behind is to always be one step ahead on the customer engagement front.

Leading in Customer Engagement

How do organizations satisfy the needs of the Joneses to lead in customer

engagement? Winners will be fixated on the customer, learning from every

interaction to relentlessly transform and improve the customer experience.

Those organizations that can optimize and empower their next-generation

employee workforce to be responsive to customer demands have the

advantage. But those organizations that can tap customer and employee

insights to innovate and evolve will be the leaders; they are Seriously

Smart Organizations.

Today’s Employee Desktop, sometimes called Agent Desktop, provides a

next-gen interaction interface, uniting customer information and employee

actions to empower employee and customer engagement.

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fixated on customer needs. Learn more in

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Employee Desktop: Differentiating the Seriously Smart Organization

In the new business era of “everyone serves,” employees must be a resource to customers wherever and whenever; this is expanding the need for desktop

capabilities beyond the contact center to the branch and back office. By surfacing the right information to serve, Seriously Smart Organizations can deliver

more personalized engagement and better outcomes with less effort, delivering on today’s key customer and employee directives:

[ empower me ] Support improved

employee proficiency by providing

capabilities to help them easily navigate

complex customer interactions, and

provide the answers customers need

easily, efficiently, and in alignment with

compliance requirements.

[ understand me ] Surface

information about customer intent

and sentiment to give employees

actionable intelligence for better,

more personalized customer

engagement.

[ know me ] Aggregate context from every point

in the customer journey to enable employees

to meet and exceed service expectations, by

understanding customers’ circumstances and

the specific products and services they use,

consistently across all channels and devices.

[ value me ] Make interactions efficient,

productive, and frictionless, valuing

customers’ and employees’ time,

and positively influencing customer

loyalty and employee satisfaction.

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The Upside of Employee Desktop

The benefits of Employee Desktop (or Agent Desktop) tools in the Seriously

Smart Organization are manifold, helping anticipate and deliver on customer

and employee needs throughout the journey.

Better Outcomes; Less Effort

Efficiency in the contact center is key, but exceeding customer expectations

requires more than mere expediency. So how do you empower agents to go

beyond the call of duty, to satisfy and delight customers, and to follow a course of

action that’s more than the path of least resistance—it’s the path of best outcomes?

Employee Desktop empowers agents to support better outcomes by removing

barriers to serve. This opens up more opportunity to provide pain-free and

productive experiences that win hearts and minds.

One Unified View

Imagine aggregating information from 10, 15, or even 20 different business

systems—now imagine a sophisticated filtering of all information to surface only

the information needed at that very moment, enabling employees to arrive at

every interaction with all the right context and resources at hand. Integrating

with existing systems, a unified desktop approach to “wrap and renew” legacy

applications helps present information in a clean, modern user interface that pulls

relevant information from cumbersome legacy systems, helping improve speed

and ease of access.

More than a mashup, customer context is used to intelligently present only

necessary data at each step in the process, helping eliminate the need for agent

toggling between screens. Employee Desktop supports a customer care solution

that integrates sales, service, billing and collections and provide customer service

organizations with a single extensible view of customer data.

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Alerting and Anticipating Needs

Anticipating and responding to needs throughout the customer journey—it’s every

organization’s goal. When paired with call routing and analytics, Employee Desktop

can alert the agent to the type of issue a customer may be experiencing in advance

of a word being spoken, to help focus resources and speed resolution.

Smart alert icons on the desktop can highlight important information related to

customer accounts, such as issue escalation comments, a bill overage, or a service

outage, and proactively address issues in real time. Employee Desktop can also

suggest recommended products, services—and even discounts that a particular

customer may qualify for—to support the employee-as-customer advocate role,

and in cross-selling and up-selling activities that drive revenue.

Making the Unfamiliar Familiar

Every agent starts as an agent-in-training—a necessary stage of employee

development. What if you could expedite this stage to introduce agents onto the

contact center floor faster? Embedded knowledge bases and powerful search

capabilities in the Employee Desktop can significantly reduce ramp-up time and

simplify and streamline continuous learning, as well as communication of new

corporate policies and processes.

Not everyone knows how to check to see if a water heater’s pilot light is out—

especially if you’ve never owned a home. Likewise, determining whether a vacuum

cleaner is inoperable or just incorrectly assembled can be tricky. Video and

multimedia content on the Employee Desktop helps support remote identification

and troubleshooting of issues and guides agents through various scenarios so they

can then guide customers through various tasks.

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The Employee Desktop PayoffLeveraging Employee Desktop (or Agent Desktop) can help organizations meet and exceed today’s

key customer engagement demands to “keep up with the Joneses,” and support:

First Contact Resolution

Efficiency

Customer Frustration

Risk Reduction

Customer Convenience

Employee Satisfaction

Average Handling Time

Revenue

Customer Satisfaction

and Loyalty

Agent Training and

On-Boarding Time

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Getting Started with Employee

Desktop

The best thing about an Employee Desktop rollout is you can follow a

phased deployment approach, starting small and adding more features and

integrating more systems along the way.

Bring the right stakeholders together.

The makeup of this team will differ slightly for each and every organization,

but in general, you want to make sure there are representatives from

Information Technology, Customer Service, the Contact Center and/or

Customer Experience. Additional representatives from Compliance and other

areas of the company may also be necessary.

Also, be sure to incorporate a Customer Service Agent in the selection

process and the project plan and rollout. This will help ensure ownership

and buy in, and will allow your organization to benefit from their extensive

knowledge and experience.

Begin with an assessment and classification of your calls and customer

interactions.

This will help you understand top priorities to tackle. Seek to understand the most

frequent types of calls and interactions as well as the most troublesome ones.

A customer journey mapping exercise can also provide insight into key areas of

improvement that can be addressed as part of your Employee Desktop rollout.

Once you have this understanding, map the information systems and content

repositories most often queried to gain the information necessary to bring the

various issues to resolution. This will identify the priority systems you should seek

to integrate in your Employee Desktop rollout.

Map out your Desktop rollout initial objectives, and goals and objectives for

Phase II and beyond.

Be pragmatic—start with a manageable scope of work to gain quick wins to fuel

long-term success. Minimal functionality to start will help ease employee use and

quick adoption of the tool.

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Ensure you have a comprehensive training program in place.

As with the deployment of any new technology, training is an essential component

for a successful rollout. You may consider a phased training plan as well. This may

entail putting one-third or one-half of your agents through the training and then

having them go live on the Employee Desktop system. In this way, you can gauge the

transference of the classroom learning to the real-world call center environment,

adding any additional training to the regimen before having other employees

complete the training.

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Verint: Enabling the Seriously Smart OrganizationOffering solutions and resources to address new customer service imperatives, Verint empowers Seriously Smart Organizations to help capitalize on:

Smart Moments—Recognizing buyer intent

and customer needs and/or delivering the right

offer and response at the right time to drive

more personalized, more predictable, and more

productive customer engagement.

Smart Workforce—Helping ensure the right employees

with the right skills are provided with the right insight

to help drive employee effectiveness, to adhere to

regulatory compliance requirements, and to be more

resourceful and responsive to customer needs.

Engaged Workforce—Empowering employees

to do and be their best, and reward and inspire

customer interactions that promote loyalty

and contribute to the organization’s goal of

continuous improvement.

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Learn more about how Employee Desktop can help you on your journey to becoming a Seriously Smart Organization.

Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. is strictly

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contents and reserves the right to alter this document at any time without notice. Features listed in this document are subject to change. Not all

functionality is available in all configurations. Please contact Verint for current product features and specifications. All marks referenced herein

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trademarks of their respective owners. © 2015 Verint Systems Inc. All Rights Reserved Worldwide.

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Up with the

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Learn more about how your organization can become Seriously

Smart with Verint Customer Analytics, Engagement Management, and Workforce Optimization at www.verint.com/digital-disruption.

About Verint® SystemsVerint® is a global leader in Actionable Intelligence® solutions for customer engagement optimization, security

intelligence, and fraud, risk and compliance. Today, more than 10,000 organizations in over 180 countries use

Verint solutions to improve enterprise performance and make the world a safer place.