Verint^® Systems Inc. (Nasdaq: VRNT) has completed its acquisition of eg Solutions plc (AIM: EGS), further expanding automation within its customer engagement portfolio.

eg is an enterprise workforce optimisation software pioneer, offering purpose-built, automated software for back-office operations. Its solutions manage work, people and end-to-end processes wherever they are undertaken, anywhere in the world. Using its forecasting, scheduling, real-time work management and operational analytics capabilities, eg delivers measurable improvements in service, quality, productivity and regulatory compliance for its customers.

Its specialised software is used by leading companies in multiple industry sectors, including financial services, healthcare and utilities both in the cloud and on-premises. The acquisition provides greater opportunity for global growth expansion for both Verint and eg.

“The addition of eg Solutions is a logical move for Verint, building on its established position in workforce optimisation, and aligns with Ovum’s view that optimising the contact center needs to move beyond its traditional boundaries. When it comes to delivering on the promise of better customer engagement, back-office performance is often what keeps that promise – it is core to providing a connected, enterprise-wide approach to customer engagement,” notes Tom Pringle, Practice Leader, Information Management, Ovum.

Advancing Automation Across the Enterprise

Many organisations underestimate the impact that their back-office operations—such as order processing, billing and account management—can have on their overall enterprise productivity. Inefficiencies in one department can ripple into others, dramatically impacting the speed and cost of transactions, as well as the quality of the overall customer experience.

Customer engagement brings a sustainable competitive advantage to organisations, essential to their future success. By modernising customer engagement with the adoption of open, flexible solutions, organisations are better placed to meet customer demands and ever-changing business dynamics. This will ensure stronger enterprise-wide collaboration.

“The acquisition of eg will further strengthen the capabilities of Verint’s Customer Engagement portfolio, extending our leadership with an even more comprehensive offering in the back-office market. We’re adding more capabilities, personnel and reach to our workforce optimisation suite that spans the entire enterprise—from back-office departments that help shape the customer experience, to front-office contact centres and branch locations,” says Verint’s Nick Nonini, Managing Director EMEA. “Together with eg, we’re focused on empowering employees with the right information to make smarter, faster decisions.”

“More than ever, businesses are seeking to continuously improve their end-customer experience and better utilise their resources to drive efficiencies,” adds Elizabeth Gooch, CEO at eg. “This acquisition allows us to be part of a larger company with innovation as a core value. We believe being part of Verint will add tremendous value to our solutions, our people and our clients.”

“As expectations for exceptional customer experiences across channels continue to increase, it also has become increasingly important for organisations to empower and engage their workforce at all levels and across all departments and functions,” notes Nonini. “Motivated and empowered staff are best positioned to deliver exceptional customer experiences and achieve meaningful business impact when they are given the modern tools they expect today.”

With solutions from Verint and eg, organisations can benefit from the automation of work, people and processes across the enterprise. The combined solutions make it easy for each employee to see how they’re performing through personalised scorecards, automated assessments and training, so they can take active ownership in their development.