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This unified approach supports customer-centric businesses as they prioritize the customer experience and drive toward gaining more insight and value from their contact centers and other customer-supporting groups, such as back-office operations.

The partnership serves as an extension of Verint Impact Services, which are designed to help maximize customer success using the company’s Impact 360® Workforce Optimization suite through a combination of experts, methodologies, tools and certified partners. Via extensive, long-term engagements, PowerHouse Consulting extends Verint’s full range of implementation, installation and application consulting, business impact consulting and workshops, Verint UniversitySM and online training, as well as customer support.

“We are clearly seeing an increased demand for projects centered around improving the customer experience as organizations seek higher performance from their people and processes – and more from their technology investments – to deliver against that goal,” explains Kathleen Peterson, chief executive officer, PowerHouse Consulting. “Working with Verint Witness Actionable Solutions, we can provide our clients with even more skills and solutions from a world-class provider than previously possible.”

“The customer experience is becoming more and more top of mind for our customers,” says Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions. “The breadth of our platform and focused solutions-oriented services – coupled with PowerHouse’s strategic consulting – can help customers better align their goals and objectives, as well as address key business pains associated with delivering better customer experiences.”

Adds Snehal Desai, vice president, customer services, Verint Witness Actionable Solutions, “We are pleased to have a strong partner aligned with our services business to offer our customers a complete solution around their Impact 360 investments. With the combination of Verint Impact Services and PowerHouse Consulting offerings, our customers can experience quicker and more impactful returns on their investments.”

PowerHouse serves as a third-party expert through the strategic, innovative approach and custom offerings featured in its Customer Experience Optimization Program™ (CEOP) – which complements Verint Witness Actionable Solutions’ services. Through CEOP, PowerHouse delivers powerful, repeatable solutions to meet the increased demand for enterprise customer experience optimization.

With PowerHouse’s CEOP – designed for corporate executives and management – organizations can benefit from consulting that enables them to combine strategic planning initiatives and operational assessments into one seamless, streamlined process. To help ensure clearly defined outcomes, CEOP leverages a comprehensive, carefully designed approach to assess the linkage between strategic goals and operational execution.

Beginning with leadership and organizational goal setting and continuing with an assessment of day-to-day operations, organizational structure, people, performance and technology, CEOP examines what is in practice and compares it to the validated and succinctly outlined strategic goals. The end result is a custom roadmap – a plan of action to remove the disconnects and create a fine-tuned, performance-oriented, customer-focused organization that possesses a stronger, more sustainable competitive advantage.

PowerHouse’s customer experience practice is comprised of professionals with extensive skills and knowledge about how the customer experience can support an organization’s strategic vision.

“Business leaders recognize superior customer experiences as a key market differentiator,” says Peterson. “Today’s organizations must be sharp, focused, and technically and emotionally equipped to handle the myriad of demands put upon them. In our Customer Experience Optimization Program, we help companies ‘zero in’ on the gaps between strategic goals and operational execution, and develop action plans to bridge them. The result is a tightly integrated and aligned organization that is more competitive and better equipped to improve the relationships, loyalty and revenue it enjoys from its customers.”