Verint Wins 2020 Stevie Awards for Sales and Customer Service

Did you hear?

Verint announced that it has been named a winner of the 2020 Stevie Awards®. The company was recognized as one of the few winners chosen from thousands of submissions in the “Best Customer Engagement Initiative” and the “Sales or Customer Service Solutions Technology Partner of the Year” categories.*

This recognition spotlights Verint’s commitment to customer experience and its Cloud Customer Engagement Solutions—as well as its dedication to helping its customers … Read More

451 Research Calls Verint a “Major Force in Pushing the Boundaries of VoC

It’s safe to say that the pandemic—with its global reach and vast impact on every industry imaginable—has once again reaffirmed the critical importance of customer experience.

In uncertain times such as these, offering a consistent, high-quality, efficient experience to your customers may well be remembered well into the future.

Independent technology research group 451 Research recently released a report on Verint’s Experience Cloud suite and stated the following:

“Verint is broadening the scope of its Read More

In conversation with… James Staltari

During the Covid19 crisis, many organisations have accelerated their digital transformation programs as they rush to meet the growing demands of their customer engagement services. In this episode, we chat with James Staltari, who has led significant transformation projects in both the banking and travel sectors, to get his thoughts and advice on successful strategies and common pitfalls.

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How to Automate Call Deflection Quickly in a Crisis

As a result of the COVID-19 crisis, you’re likely experiencing a high volume of customer calls. Your agents are now remote and overwhelmed by the changed work environment and new customer questions. 

Long wait times and lack of access to answers could negatively impact your customers’ experience in a time when they are likely to remember who helped and who frustrated them. 

If your agents are overwhelmed and have limited access to systems, your best … Read More

In conversation with… Subramanya C

We’re back in India once more, this time visiting Bangalore where we catch up with Subramanya C, better known as Subbu, the Global Chief Technology Officer at Hinduja Global Solutions (HGS). With many of their clients coming from the healthcare sector, it was interesting to hear Subbu talk about the measures HGS have put in place to support these customers during the Covid19 crisis – and the impact this situation has had on him personally.… Read More

In conversation with… Audrey William

Over the past dozen or so episodes of the Verint podcast, we had some great chats and insightful conversations with senior executives responsible for delivering customer service right across the APAC region. For this edition, we’re taking a slightly different approach and talking to an analyst to get their perspective on what is happening with the industry right now.

Audrey William, from the research organisation Ecosystm, has been studying and researching the customer engagement market … Read More

Automated Quality Management—The Modern Solution for Compliance Issues

By Ken Landoline – Principal Analyst, Customer Engagement, Omdia

On May 20 I attended the “Verint Virtual Customer Engagement Conference 2020” from the comfort of my home office, thanks to the continuing shelter-in-place government edicts which are making the virtual world a reality.

While it was a great compilation of new and interesting happenings in the everchanging world of omnichannel customer engagement, I was most impressed by the recent advancements in quality management and compliance … Read More

Verint Recognized for Top Customer Satisfaction Scores in AI and Customer Self-Service

Did you hear?

Yesterday Verint announced it received highly satisfied scores from customers in product satisfaction, implementation and overall vendor satisfaction in DMG Consulting LLC’s new 2020/2021 Intelligent Virtual Agent Product and Market Report*. Verint Intelligent Virtual Assistant also received the highest satisfaction ratings for Product and Natural Language Understanding.

Customers ranked Verint among the leaders in product satisfaction. In addition, of the report’s featured vendors, Verint achieved top scores in AI, natural language understanding/natural … Read More

An Online Community is a Strategic Asset

It seems like a painfully obvious piece of advice that every business leader already knows, right? Of course, but what these same leaders might not find as obvious is how to listen to their customers. How do you get them the information they need, where and when they need it? How do you provide this next-level customer service without stretching your budget and resources? 

As many companies are finding out, support communities are often an … Read More

The State of the Financial Industry: Insight from Leading Banks and Credit Unions

The financial industry is one that must always stay on its toes when it comes to security. 

Banks and credit unions face unique challenges that incorporate compliance requirements, while the risk landscape is constantly evolving and includes more threats than ever before. Throw in the effects of a global pandemic and it becomes crystal clear why a proactive approach is necessary. 

Sharing best practices and technology solutions that can help achieve this goal is paramount, … Read More