The Workplace of the Future Needs Intelligent Virtual Assistants and Chatbots

When we think about the rise of intelligent virtual assistants (IVAs) and chatbots, it’s mostly through the lens of customer service. And this makes sense, given the way that this AI-powered technology has changed—and continues to change—how customers interact with businesses, organisations, and government entities. 

But companies aren’t only using IVAs to bring quick, accurate, and meaningful information to their customers. They’re also using them to change the way we work. IVAs allow companies to … Read More

New McKinsey CX Recommendations Align with Verint’s Time-Tested Predictive Approach

A new set of recommendations from McKinsey, based on the importance of leveraging predictive analytics, sums up the situation this way: “CX programs of the future will be holistic, predictive, precise, and clearly tied to business outcomes.”

That’s the future Verint and our clients have been living in for a long time.

Verint CX solutions have been in the field for 20 years, helping organisations collect and act on comprehensive customer experience data—and the … Read More

For Third Consecutive Year Customers Give Verint a Perfect Score in Overall Vendor Satisfaction for Workforce Management

Only Featured Vendor to Achieve a Series of Perfect Customer Satisfaction Scores for Implementation, Integration and Training in Annual Report

Verint announced its achievement of perfect scores in multiple customer satisfaction categories in DMG Consulting LLC’s new 2021/2022 Workforce Management (WFM) Product and Market Report*—including a perfect 5.0 out of 5.0 in the “Overall Vendor Satisfaction” category for the third consecutive year.

Verint received perfect scores in nine of 11 vendor satisfaction categories. For the … Read More

WFO Reimagined: Verint Launches the Customer Engagement Hub

Arguably, no function within the modern enterprise harbours more valuable consumer data than contact centres. Every day formal and informal contact centres hear from customers, prospects, investors, employees, vendors, and other constituents. 

Unfortunately, these organizations often function like libraries in reverse. Valuable content is deposited every day but seldom withdrawn. The information is squirreled away in various data lockers accessible only with different keys controlled by different individuals and departments. Successful enterprises require timely and … Read More

Call for Speakers: Verint Engage21—Join Us May 19-21!

Calling all speakers!

Are you interested in presenting during a breakout session at Engage21, the industry’s premier customer engagement event? Verint is seeking customers and partners who would like to share their experiences, expertise, opinions, and best practices with other conference attendees.

There’s no bigger compliment to Verint than when our customers share their Verint success stories with others. Whether it’s your innovative use of Verint solutions, your knowledge of customer engagement trends and strategies, … Read More

in conversation with lindsay carapella

In Conversation With . . . Lindsay Carapella

For the second time in 2021, Martyn again hands over the baton. This time our guest host is Kate Zawerucha, Verint’s own Customer Analytics Engagement Manager for APAC. In this episode Kate speaks to Lindsay Carapella a CX expert with more than 12 years experience in the industry. Kate and Lindsay discuss the changing mindset in customer analytics over the last few years and the rising visibility of analytics teams as strategic advisory units. Lindsay … Read More

Five Reasons Why Companies Need a Digital Employee Community

Do you feel like working from home is “just not the same” as being in the office? Are you missing your co-workers, water cooler talks, and even company announcements? You’re not alone. 

The COVID-19 pandemic unexpectedly accelerated many of the forecasted “Future of Work” trends, like working from home (WFH), changing the day-to-day behaviours and schedules for millions of employees. Although mandated for an excellent reason – employees’ health and safety – the effects … Read More

Engage21 Registration Is Now Open—Join Us May 19-21!

It’s that time again—registration is now open for our annual Engage event! We will hold this event virtually again this year. Verint Engage21 is May 19-21, 2021.

We all know customer engagement is critical to business success, but it’s getting harder and harder. How can you consistently deliver a great experience and make smart decisions when you’re faced with so many complex journeys, skyrocketing customer expectations, a staggering amount of data, and a finite set … Read More

Verint Wins Multiple Awards for Excellence and Innovation in Customer Engagement

Verint announced today that its Customer Engagement Cloud Platform has been recognised as a leader by multiple industry sources* that honour excellence in a range of categories—from customer engagement cloud, workforce optimisation and knowledge management to voice self-service and text analytics. The honours are:

  • 2021 Stevie Awards for Sales and Customer Service: Verint’s Customer Engagement Cloud Platform was a winner in the Sales or Customer Service Solutions Technology Partner of the Year category.
Read More

Costco, Amazon and Apple Take Top Spots in Retail Customer Satisfaction Study

Retailers Leading in Customer Satisfaction Mastered Rising Expectations, Embraced Digital Self-Service, and Expanded Fulfillment Options

Costco, Amazon and Apple rank highest in customer satisfaction (CSAT) and have high Net Promoter Scores (NPS) out of the top of 25 top retailers, according to a new report issued today by Verint®.

The Verint Experience Index report is based on a benchmark survey of consumer satisfaction with leading retailers and includes CSAT and NPS rankings. … Read More