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Customer Engagement Optimization


Don't just deliver experiences. Engage.

Transform Customer Engagement to Drive Better Business Outcomes by Enriching Customer Interactions, Optimizing the Workforce, and Improving Processes

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Can you provide fast, easy service that’s highly personalized and delivered consistently across whatever combination of channels your customers choose?

Can your staff explain products and services effectively to well-informed consumers who often glean information ahead of time from the web, social networks, and peers?

Can you build rapport with customers by reaching out to them proactively to solicit their feedback and opinions—and act quickly on their input?

This approach goes beyond traditional, transaction-based customer service or managing the customer experience at a single point in time. It’s customer engagement optimization — and it requires deep insight into customer interactions, data, and processes across the different communications channels and functional areas of your organization.

See what Ventana Research have to say about us doubling down on customer engagement.


Together, KANA and Verint offer a comprehensive portfolio of software and services for customer engagement optimization. Our end-to-end suite brings together KANA’s proven agent, Web, social and mobile customer service solutions with Verint’s workforce optimization and voice of the customer analytics solutions to help your organization optimize its workforce, improve enterprise processes and enrich customer interactions.

This broad array of functionality includes agent desktop, case management, knowledge management, email, live chat, Web self-service, experience analytics, experience community, and social media response management along with voice recording, voice biometrics, quality monitoring, speech analytics, text analytics, enterprise feedback management, workforce management, performance management, desktop and process analytics, elearning and coaching.

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Together, our solutions can enable your organization to deliver consistent, contextual, and personalized experiences that count, no matter which channels customers use to engage. Moreover, you can aggregate, analyze, and act on the enormous amount of customer, workforce, and other business data that results from these interactions across various departments and systems within your enterprise.

By helping you make sense of this big data—both structured and unstructured— Verint and KANA’s Customer Engagement Optimization solutions can help you gain a deeper understanding of workforce performance, operational efficiency, service processes, interaction quality, and changing customer behavior dynamics.

What's more, you can benefit from this powerful functionality without the inconvenience and resource requirements typical of point solutions from different vendors, internally-developed systems, and manual processes.

Customer Success


Revolutionizes Customer Engagement


A Whole Suite Of New Opportunities


A Marriage Made in Customer Engagement Heaven