The Secret to Verint’s WFM Success in the Asia-Pacific Region

Every two years Pelorus Associates publishes a comprehensive analysis of the global market for workforce management software. Our most recent report, cleverly named 2020 World Workforce Management Systems Market, was released in August. The report revealed that in 2019 Verint Systems was again the global leader, capturing 28% of the $605 million market for WFM software. This is a repeat of the results for 2017. To no small measure, Verint’s success can be traced to … Read More

Data, Data, Everywhere…

What do modern-day business leaders and CIOs have in common with the eponymous (anti?) hero of Samuel Taylor Coleridge’s “The Rime of the Ancient Mariner”?

(Yes, I know that’s not how you spell “rhyme”. But spelling has long been, and continues to be, a flexible construct in the English language, and that was how Coleridge spelled it in the late eighteenth century.)

Well, in Coleridge’s longest-ever poem, the mariner of the title, and his ship … Read More

Global Digital Customer Experience Leader TELUS International Deploys Verint Workforce Engagement on Google Cloud’s Platform Worldwide

Global Digital Customer Experience Leader TELUS International Deploys Verint Workforce Engagement on Google Cloud’s Platform Worldwide

Verint announced TELUS International has upgraded to the newest version of Verint Workforce Engagement, part of the Verint Customer Engagement Cloud Platform* deployed on Google Cloud’s platform.

TELUS International designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. Fuelling all stages of company growth, the company partners with brands … Read More

Taxpayers Are Customers Too

What do the cities of Cincinnati, Philadelphia, San Antonio, and Seattle have in common? Of course, they are all cities in the United States and no doubt wonderful places to live and work, but you may be surprised that they all regularly conduct customer satisfaction surveys.

That’s right, customer satisfaction—not taxpayer surveys. Municipalities large and small want to know if the services they provide are meeting customer expectations and if are they communicating in … Read More

New Forrester Report Names Verint as a Strong Performer in Customer Feedback Management

Verint is recognized as a Strong Performer in The Forrester WaveTM: Customer Feedback Management (CFM) Platforms, Q2 2021, which was released May 11, 2021.

The Forrester report noted that “Verint continues to provide CFM and VoC services to a large volume of customers across the globe, with a focus on unifying data across the enterprise and creating an omnichannel view that goes beyond the contact center.”

Verint received the highest score possible (5/5) … Read More

Verint Wins Artificial Intelligence Excellence Award in Customer Engagement

Verint announced it is among the winners of Business Intelligence Group’s Excellence in Artificial Intelligence Awards. Verint Intelligent Virtual Assistant (IVA) was recognised in the natural language processing (NLP) product category.

The Business Intelligence awards programme recognises organisations, products and people who bring artificial intelligence (AI) to life and apply it to solve real problems.

Verint Intelligent Virtual Assistant, part of the Verint Cloud Platform, uses AI and machine learning to create a modern engagement … Read More

3 Reasons Why Leading Organisations Choose Verint for Microsoft Teams Compliance Excellence

More than a year into the pandemic crisis, it’s now evident that Microsoft Teams has come to symbolise the post-Covid workspace.

As the need for remote working rapidly increased, businesses embraced modern collaboration tools, such as Microsoft Teams, in a bid to stay connected, increase productivity and boost teamwork across globally dispersed and increasingly digital workspaces. However, especially in regulated industries, there has also been a growing realisation that existing compliance technology solutions may not meet minimum compliance standards for recording and … Read More

Contact Centre Pipeline: Closing the Engagement Capacity Gap

As we all know, the pandemic has left many businesses in a vulnerable state with limited budget and resources to manage ever-expanding customer channels.

A year after the onset of the COVID-19 pandemic, only 50% of organisations report they are well prepared to support customer engagement priorities moving forward, while more than four in five (82%) say the challenges of managing customer engagement will only increase in 2021.

These stats and other key findings from … Read More

See How Mastercard Introduces Verint’s Solution to Close Engagement Capacity Gap

We have been able to take the suite of tools that we have with Verint engagement management, and it’s created a dashboard for our agents, so no matter what type of calls or contacts, for that matter, come in, we can ensure that the interaction is handled exactly the same every time. We really been able to truly improve and deliver the same experience no matter what channel the customer … Read More

Google Deploys Verint’s Solution to Manage Hundreds of Million Conversations (Workforce Management)

Hi, I’m Rajeev Shrivastava. I am the co-lead and general manager for Customer Conversations Platform at Google. Google is looking to use the Verint solution to help, plan, and manage our workforce which is distributed across the globe. Google is a large company. We are now supporting $160 billion plus revenue, and this workforce is located in 50 plus locations around the world.

For us to better plan and forecast … Read More