Verint is known worldwide as a leading player in the field of customer engagement. Verint specializes in improving customer experience through automation, artificial intelligence (AI) and cloud-based solutions. Harbers Solutions, part of Harbers Group and currently developer of TriniCo, is one of Verint's key partners in the Benelux.
We spoke with Lisette Jochemsen, Partner Account Manager Benelux at Verint. Lisette has played an important role in the evolution of TriniCo, as she has been involved in the marketing of Trinicom, the company from which the software originated, since 2008. This marks the beginning of our software line.
TriniCo has a rich history that is characterized by several acquisitions. The product started in the Netherlands in 2000 under the name Trinicom. In 2012, the software and the company Trinicom were acquired by KANA and were renamed KANA Express, with which it entered international markets. KANA Express was then acquired by the American company Verint in 2014. They changed the name to Verint Express. In 2023, the software was sold to Harbers Group, with which the product returned to Dutch hands. From the fall of 2024, the software will be generally known under the new name TriniCo.
The operation of Trinicom in 2000 was led by Emiel Harbers of Harbers Group and the management of the software. With a long experience in technical installations, starting with Trinicom T5, wide range of services on other clouds and remote support.
Harbers came into contact with Verint through the acquisition of the customer contact software by Verint in 2014. During this Verint period, Harbers' portfolio was expanded with various additional services: software development, consultancy, hosting and account management and ultimately also sales. During this period, Harbers has grown into one of Verint's most important partners in the Benelux. The portfolio has also been expanded to include other software from the Verint product suite.
Harbers Group has been a partner and reseller of Verint for many years now and received the Rising Star award from Verint in 2024. Harbers supplies and hosts various Verint products, including the Verint Work Force Management (WFM) planning tool and the Verint Community community tool.
For these Verint products, Harbers focuses primarily on smaller contact centers. These are referred to Harbers on the recommendation of Verint. Harbers takes care of the entire sales and implementation process and offers both first and second line support after delivery.
In addition, Harbers also supports Verint legacy products within EMEA such as Response (email management), IQ (knowledge management) and Flexmanager (add-on to WFM).
Harbers is also a reliable solver of complex integration problems of customers. "Harbers has already realized various Verint product integrations and adjustments, including an adapter for the CRM package of SD Worx and Work Force Management (WFM) and for Anywhere 365 and Speed Analytics," explains Wim Lobbert, manager of Support & Operations at Harbers Group.
Verint had multiple solutions for customer contact management during its period as owner. Because the focus was divided, few developments were made to the customer contact software Express. The scope was too broad. This is also the reason that Harbers acquired the software including a considerable customer base by mutual agreement.
Harbers Group can better focus on further development of TriniCo as a customer contact solution and uses the feedback, requirements and wishes of the customers. The direct involvement of customers in the development of the software makes this a unique concept that ties in with developments of the services of the customers in the market. The TriniCo Community is used specifically to exchange feedback, which both supports other customers and provides valuable input for our developers.
Lisette continues: "I have experienced the collaboration as extremely pleasant over the years. Harbers is well organized, responds quickly and flexibly and keeps a close eye on everything. In the event of any problems, they take immediate action. Since Harbers maintains close contact with customers who use Verint products, important questions arise. Harbers ensures that Verint remains alert.”
