2020 will shape up to become the Year of the AI-Powered customer journey

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Mila D’Antonio, Principal Analyst, Customer Engagement, Omdia (formerly Ovum)

In the evolving Experience Economy, 2020 is shaping up to become the year enterprises apply the building blocks to enable proactive, personalized experiences at every step of the customer journey. In this dynamic environment, organizations must continuously re-calculate the next-best action for each customer, and at each moment.

This requires a shift from traditional customer journey mapping tools to a more holistic and actionable approach of … Read More

Registration is open for Verint Virtual!

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Verint is going virtual this year! Registration is now open for Verint Virtual, our free two-day digital event. See how Verint can help you succeed in these extraordinary times.

Learn from your colleagues and industry experts’ new ways to succeed, manage the current crisis, and prepare for the recovery leveraging your customer engagement solutions.
We’ll uncover best practices, tips, and innovations that you can start using today in your company’s contact centre, customer experience, back-office … Read More

Modernisation and Employee Engagement Emerge as Big Themes for Verint Customers in 2020

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One of my favourite parts of the New Year is to hear from our customers. We ask them each year about their priorities, challenges—and of course, we celebrate successes! I’d like to share some of what I’ve heard so far in 2020.

Many of these customers are advisory board members or other significant brands you would recognize. They have challenges just like the rest of us, but they’re looking forward to what’s next as they … Read More

Get Insights You Can Use Now from Companies Navigating Today’s Challenges

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Today’s unprecedented and unpredictable environment presents new twists and turns every day. We know you have even more to juggle than you did before—and that’s saying something.

We can help. Have you checked out our webinars lately? We’ve created plenty of content specifically designed to help you and your organisation work efficiently and serve customers well—and help set you up for long-term success.

On-tap for next week: Find out how two Verint customers are tackling … Read More

Which Voice Experience Do You Need? Choosing Between IVA and VUI

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If speech solutions are going to be an essential part of your company’s CX strategy, how do you choose the technology that will provide the most benefit?

That’s a question posed by CMSWire in a recent article spotlighting the distinctions between voice user interfaces (VUIs) and intelligent virtual assistants (IVAs).

Verint’s Jen Snell, Intelligent Self-Service vice president of product marketing, points out that the comparison isn’t so much about the technology—it’s about the user experience … Read More

The Comprehensive Guide to Reducing Average Handle Time (AHT)

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Average handle time is a key metric in managing contact centre effectiveness. We’ve put together The Comprehensive Guide to Reducing Average Handle Time (AHT) to answer all your AHT questions, from “What is Average Handle Time” to “The Best Ways to Reduce Average Handle Time.”
If you’re looking to learn:

  • What is AHT?
  • Why should I reduce AHT?
  • What are the worst ways to reduce AHT?

… then you’re in the right place!
In this … Read More