Advancements Reinforce Added Value from Single Vendor Customer Engagement Optimization Solution
Verint® Systems Inc. (NASDAQ: VRNT) and KANA® Software, A Verint Company announced a major new release of its KANA Enterprise solution, featuring enhancements designed to drive customer engagement center effectiveness, employee collaboration and productivity, and responsiveness to rising customer demands.
KANA Enterprise now offers organizations additional functionality, such as better and faster ways of managing, monitoring and optimizing interactions and contact center resources; dynamic case management that reduces employee effort by displaying information concisely; and employee collaboration through peer-to-peer learning.
The new release, which became generally available last month, is the first KANA Enterprise product introduction to follow the acquisition of KANA Software by Verint earlier this year. KANA Enterprise is part of a comprehensive customer engagement optimization portfolio that leverages the heritage and strengths of both companies. These advancements mark a milestone in the combined enterprise workforce optimization and omnichannel customer service solutions roadmap, bringing even greater value to organizations and reinforcing Verint’s focus on offering a broader customer engagement optimization solution, all from a single provider.
Smarter Engagement Reduces Customer and Employee Effort
Advancing its leadership position in helping customers address the omnichannel customer service imperative, KANA Enterprise features a next-generation interaction and work management engine. Smart Engagement™ helps ensure service requests are routed to the best employee for the task, not simply the next available employee, and helps improve first contact resolution, heighten customer satisfaction and achieve cost effectiveness. Intelligent rules route requests from web self-service, mobile, live chat, co-browse, email, whitemail, social and secure messaging channels. This helps ensure customers obtain service from the best agent for their particular issue, as opposed to the simply the next employee in the queue, and that every interaction is complete, consistent and contextual.
Enhanced Employee Productivity Drives Customer Service Efficiencies
New knowledge management features complement Verint Workforce Optimization strengths to help improve employee productivity by keeping employees and customers—via self-service channels—educated and apprised of the latest information updates. Dynamic case management enhancements streamline customer service interactions to help reduce employee effort by presenting clear paths to expedite complex issue resolution.
Web self-service and secure messaging capabilities help organizations address digital customer engagement challenges to realize greater returns on “digital first” channel shift initiatives, and empower customers to serve themselves 24/7 via any computer or smart device.
The latest release of KANA Enterprise also offers new chat and co-browse (secure screen sharing) capabilities that help organizations support customer online experiences, minimizing the risk of web page abandonment and maximizing the likeliness of completing a sale or upsell opportunities by presenting the information onscreen that agents and customers require.
Employee Collaboration Advancements Foster Empowerment and Learning
Additionally, to help address the growing industry demand for employee collaboration and the addition of social features into the workplace, KANA has introduced Activity Streams to help foster peer-to-peer learning and response accuracy to customer inquiries and issues. Activity Streams enable organizations to bring staff together virtually to address and resolve customer issues, and even tap into resources that are not directly engaged in specific customer interactions. With these features come heightened employee engagement, additional learning and development capabilities, and better responsiveness to customers.
Further, new features in the areas of business configuration and dashboards help increase business agility and visibility, giving organizations robust tools to monitor, manage and uncover actionable insights to fine-tune customer engagement strategies and resource allocations. Other administrative tools help reduce implementation time and up-front costs, as well as overall total cost of ownership.
The High Cost of Poor Customer Experience Revealed
Research from industry analyst firm Forrester Research, Inc. shows that failing to meet customer service expectations can be costly. In its February 2014 research note “Connect the Dots Between Customer Self-Service and Contact Centers,” Forrester states that 75 percent of consumers move to another channel when online customer service fails. Additionally, the firm estimates unnecessary service costs to online retailers due to channel escalation total $22 million on average.
“KANA Enterprise helps companies optimize customer engagement and minimize the negative impact of ‘broken’ customer interactions that arise from gaps in context, processes and staffing,” notes Steven Thurlow, head of worldwide product strategy for KANA. “Now B2B, B2C and government organizations can take a holistic and strategic approach to customer sales and service; be better positioned to gain competitive advantage; build more meaningful customer and employee relationships; and reduce costs while increasing revenue.”
KANA Enterprise is used by organizations around the world—including businesses in the airline, financial services, telecommunications, and insurance, technology and retail industries, among others — to help transform their global customer engagement initiatives. The award-winning solution helps address the complex customer service environment facing large commercial enterprises, providing a platform for integrating disparate systems and supporting continuous business processes for customers and agents across all channels. KANA Enterprise also offers exceptional “point solutions” for specific needs, such as knowledge management, case management and web self-service.
UK seeks G7 consensus on digital competition after Facebook blackout
LONDON (Reuters) – Britain is seeking to build a consensus among G7 nations on how to stop large technology companies exploiting their dominance, warning that there can be no repeat of Facebook’s one-week media blackout in Australia.
Facebook’s row with the Australian government over payment for local news, although now resolved, has increased international focus on the power wielded by tech corporations.
“We will hold these companies to account and bridge the gap between what they say they do and what happens in practice,” Britain’s digital minister Oliver Dowden said on Friday.
“We will prevent these firms from exploiting their dominance to the detriment of people and the businesses that rely on them.”
Dowden said recent events had strengthened his view that digital markets did not currently function properly.
He spoke after a meeting with Facebook’s Vice-President for Global Affairs, Nick Clegg, a former British deputy prime minister.
“I put these concerns to Facebook and set out our interest in levelling the playing field to enable proper commercial relationships to be formed. We must avoid such nuclear options being taken again,” Dowden said in a statement.
Facebook said in a statement that the call had been constructive, and that it had already struck commercial deals with most major publishers in Britain.
“Nick strongly agreed with the Secretary of Stateâ€™s (Dowden’s) assertion that the governmentâ€™s general preference is for companies to enter freely into proper commercial relationships with each other,” a Facebook spokesman said.
Britain will host a meeting of G7 leaders in June.
It is seeking to build consensus there for coordinated action toward “promoting competitive, innovative digital markets while protecting the free speech and journalism that underpin our democracy and precious liberties,” Dowden said.
The G7 comprises the United States, Japan, Britain, Germany, France, Italy and Canada, but Australia has also been invited.
Britain is working on a new competition regime aimed at giving consumers more control over their data, and introducing legislation that could regulate social media platforms to prevent the spread of illegal or extremist content and bullying.
(Reporting by William James; Editing by Gareth Jones and John Stonestreet)
Britain to offer fast-track visas to bolster fintechs after Brexit
By Huw Jones
LONDON (Reuters) – Britain said on Friday it would offer a fast-track visa scheme for jobs at high-growth companies after a government-backed review warned that financial technology firms will struggle with Brexit and tougher competition for global talent.
Finance minister Rishi Sunak said that now Britain has left the European Union, it wants to make sure its immigration system helps businesses attract the best hires.
“This new fast-track scale-up stream will make it easier for fintech firms to recruit innovators and job creators, who will help them grow,” Sunak said in a statement.
Over 40% of fintech staff in Britain come from overseas, and the new visa scheme, open to migrants with job offers at high-growth firms that are scaling up, will start in March 2022.
Brexit cut fintechs’ access to the EU single market and made it far harder to employ staff from the bloc, leaving Britain less attractive for the industry.
The review published on Friday and headed by Ron Kalifa, former CEO of payments fintech Worldpay, set out a “strategy and delivery model” that also includes a new 1 billion pound ($1.39 billion) start-up fund.
“It’s about underpinning financial services and our place in the world, and bringing innovation into mainstream banking,” Kalifa told Reuters.
Britain has a 10% share of the global fintech market, generating 11 billion pounds ($15.6 billion) in revenue.
The review said Brexit, heavy investment in fintech by Australia, Canada and Singapore, and the need to be nimbler as COVID-19 accelerates digitalisation of finance, all mean the sector’s future in Britain is not assured.
It also recommends more flexible listing rules for fintechs to catch up with New York.
“We recognise the need to make the UK attractive a more attractive location for IPOs,” said Britain’s financial services minister John Glen, adding that a separate review on listings rules would be published shortly.
“Those findings, along with Ron’s report today, should provide an excellent evidence base for further reform.”
Britain pioneered “sandboxes” to allow fintechs to test products on real consumers under supervision, and the review says regulators should move to the next stage and set up “scale-boxes” to help fintechs navigate red tape to grow.
“It’s a question of knowing who to call when there’s a problem,” said Kay Swinburne, vice chair of financial services at consultants KPMG and a contributor to the review.
A UK fintech wanting to serve EU clients would have to open a hub in the bloc, an expensive undertaking for a start-up.
“Leaving the EU and access to the single market going away is a big deal, so the UK has to do something significant to make fintechs stay here,” Swinburne said.
The review seeks to join the dots on fintech policy across government departments and regulators, and marshal private sector efforts under a new Centre for Finance, Innovation and Technology (CFIT).
“There is no framework but bits of individual policies, and nowhere does it come together,” said Rachel Kent, a lawyer at Hogan Lovells and contributor to the review.
($1 = 0.7064 pounds)
(Reporting by Huw Jones; editing by Jane Merriman and John Stonestreet)
G20 to show united front on support for global economic recovery, cash for IMF
By Michael Nienaber and Andrea Shalal
BERLIN/WASHINGTON/ROME (Reuters) – The world’s financial leaders are expected on Friday to agree to continue supportive measures for the global economy and look to boost the International Monetary Fund’s resources so it can help poorer countries fight off the effects of the pandemic.
Finance ministers and central bank governors of the world’s top 20 economies, called the G20, held a video-conference on Friday. The global response to the economic havoc wreaked by the coronavirus was at top of the agenda.
In the first comments by a participating policymaker, the European Union’s economics commissioner Paolo Gentiloni said the meeting had been “good”, with consensus on the need for a common effort on global COVID vaccinations.
“Avoid premature withdrawal of supportive fiscal policy” and “progress towards agreement on digital and minimal taxation” he said in a Tweet, signalling other areas of apparent accord.
A news conference by Italy, which holds the annual G20 presidency, is scheduled for 17.15 (1615 GMT)
The meeting comes as the United States is readying $1.9 trillion in fiscal stimulus and the European Union has already put together more than 3 trillion euros ($3.63 trillion) to keep its economies going despite COVID-19 lockdowns.
But despite the large sums, problems with the global rollout of vaccines and the emergence of new variants of the coronavirus mean the future of the recovery remains uncertain.
German Finance Minister Olaf Scholz warned earlier on Friday that recovery was taking longer than expected and it was too early to roll back support.
“Contrary to what had been hoped for, we cannot speak of a full recovery yet. For us in the G20 talks, the central task remains to lead our countries through the severe crisis,” Scholz told reporters ahead of the virtual meeting.
“We must not scale back the support programmes too early and too quickly. That’s what I’m also going to campaign for among my G20 colleagues today,” he said.
Hopes for constructive discussions at the meeting are high among G20 countries because it is the first since Joe Biden, who vowed to rebuild cooperation in international bodies, became U.S. president.
While the IMF sees the U.S. economy returning to pre-crisis levels at the end of this year, it may take Europe until the middle of 2022 to reach that point.
The recovery is fragile elsewhere too – factory activity in China grew at the slowest pace in five months in January, hit by a wave of domestic coronavirus infections, and in Japan fourth quarter growth slowed from the previous quarter with new lockdowns clouding the outlook.
“The initially hoped-for V-shaped recovery is now increasingly looking rather more like a long U-shaped recovery. That is why the stabilization measures in almost all G20 states have to be maintained in order to continue supporting the economy,” a G20 official said.
But while the richest economies can afford to stimulate an economic recovery by borrowing more on the market, poorer ones would benefit from being able to tap credit lines from the IMF — the global lender of last resort.
To give itself more firepower, the Fund proposed last year to increase its war chest by $500 billion in the IMF’s own currency called the Special Drawing Rights (SDR), but the idea was blocked by then U.S. President Donald Trump.
Scholz said the change of administration in Washington on Jan. 20 improved the prospects for more IMF resources. He pointed to a letter sent by U.S. Treasury Secretary Janet Yellen to G20 colleagues on Thursday, which he described as a positive sign also for efforts to reform global tax rules.
Civil society groups, religious leaders and some Democratic lawmakers in the U.S. Congress have called for a much larger allocation of IMF resources, of $3 trillion, but sources familiar with the matter said they viewed such a large move as unlikely for now.
The G20 may also agree to extend a suspension of debt servicing for poorest countries by another six months.
($1 = 0.8254 euros)
(Reporting by Michael Nienaber in Berlin, Jan Strupczewski in Brussels and Gavin Jones in Rome; Andrea Shalal and David Lawder in Washington; Editing by Daniel Wallis, Susan Fenton and Crispian Balmer)
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