How Connecting Digital and the Contact Centre Can Boost Your Digital Transformation

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We know that the COVID-19 pandemic pushed many consumers to think “digital first.” And, McKinsey reports that 75% of people who used digital channels for the first time during the pandemic indicated they will continue to use them when things return to “normal.”

But even before the pandemic, your customers were comfortable starting their journey on digital channels. That’s a good thing, as digital channels offer improved convenience and security for consumers while … Read More

Verint donates to Law Society Pro Bono Services in Singapore

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Verint is proud to support the Law Society Pro Bono Services, an initiative by the Law Society of Singapore which brings free legal assistance to those in need. We donated various stationery and tech accessories, which were immediately put to good use at one of their outreach events. We recently answered a few questions about our donation (originally posted here) and why we chose the Law Society Pro Bono Services.

Q: How did you find … Read More

Verint Named a Leader in the IDC MarketScape for Worldwide Conversational AI Software Platforms for Customer Service 2021

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Recognised as a Leader in Two Conversational AI IDC MarketScape Vendor Assessment Reports

Verint announced that it has been named a leader in the second of two IDC reports on conversational artificial intelligence (AI). The IDC MarketScape: Worldwide Conversational AI Software Platforms for Customer Service 2021 Vendor Assessment report * positions Verint in the Leaders category for delivering robust conversational AI solutions specifically in the customer service environment. The company was also recently named a … Read More

New Harvard Business Analytics Services Report Outlines Key Challenges in Customer Engagement and Experience Management

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Verint Customers BMW and Alight Embrace an Array of AI-Powered Technologies to Meet Customer Demands and Ramp Up Digital Agility at Scale in the Post-Pandemic Era

Businesses increasingly see customer engagement as a competitive differentiator, especially in the post-pandemic era. Yet, the large majority of executives worldwide (82%) believe the challenges to managing engagement with customers will only grow, according to a Verint-sponsored report by Harvard Business Review Analytic Services.

As businesses approach their third … Read More

Are Your Operations a Symphony or a Cacophony?

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Are your back-office operations a symphony or a cacophony? Do they run smoothly, with each team and department working in harmony to create a pleasant outcome? Do you have precision timing in your hand-offs? Do your workers know what to do during crescendos in work volumes, and when their role is silent? 

Or do you continually deal with a cacophony of fire drills and missed SLAs? Is one team rushing to keep up the tempo … Read More

Verint Joins Forces with Theta Lake to Reshape Collaboration Risk Mitigation Technology for Financial Firms in the Era of Hybrid Working

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Landmark Partnership and Advanced Integration to Help Financial Firms Detect and Investigate New Sources of Risk Across Unified Communications and Real-Time Messaging

Verint announced a strategic partnership with Theta Lake, a leading provider of modern collaboration security and compliance solutions. The partnership provides financial and trading organisations, as well as other businesses, with extended capabilities to help avoid the legal, business and reputational consequences of compliance breaches, misconduct, data loss and security issues.

The partnership … Read More

Join Verint and AWS December 16 for the “Reimagine the Future of Customer Engagement” Webinar

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After more than a year of staff working from home and now slowly returning to the office, companies face new challenges. The pandemic accelerated trends for working and shopping from home — and these trends require new approaches for engaging customers and employees.

How are leading brands adopting cloud technology while balancing remote and in-office staff?

Join Jake Burns, AWS Enterprise Strategist, Jaime Meritt, Chief Product Officer at Verint, and Celia Fleischaker, Chief Marketing Officer at … Read More

Digital Transformation Drives Expansion of Verint Customer Engagement Cloud Platform in India

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Verint announced availability of its best-in-class Customer Engagement Cloud Platform in India, supporting its customers throughout the country as they progress their digital transformation migrations.

“We look at digital transformation as a journey, and Verint is committed to helping organisations transition their operations to cloud-based platforms that deliver cost efficiencies and differentiated experiences to customers and employees,” says Verint’s Ady Meretz, president, Asia Pacific. “That same commitment applies across the region, and we’re delighted … Read More

Did You Hear? Verint Introduces New Market-Leading AI Innovation to Further Expand Real-time Agent Assist Capabilities

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Verint recently announced new AI-driven Real-time Agent Assist (RTAA) capabilities including real-time sentiment analysis and new work assist functionality in the Verint Customer Engagement Cloud Platform. These latest enhancements to the platform also include a highly accurate transcription engine built on advanced deep neural network models and expanded capabilities for its Engagement Data Management solution.

The new functionality, powered by Verint Da Vinci AI and Analytics, helps organisations connect with customers on a more empathic and … Read More

Customer Engagement Is the New Necessity for Business, But It’s Not New to Us

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Nearly 28 years ago, Verint launched our first customer engagement offering. Our focus then was to provide call centre recording and analysis of the subsequent data, something that many companies were only just beginning to adopt.

We understood that customer service shouldn’t simply be transactional but instead a key opportunity for customer engagement and relationship building.

Fast forward to today, and nearly every company understands the necessity and value of customer engagement. There has never … Read More