The Age of the Robotic Chatbot is Over: Survey Shows Consumers Demand More from Digital-First Experiences

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Consumer Expectations Are Fuelling the Next Generation of Chatbots that Are More Intelligent, Personalised and Supremely Effective in Working as Directed

Despite the growing prevalence of chatbots in the customer service realm, consumers aren’t sold on their efficacy, and many find chatbot experiences flat-out frustrating. These are some of the findings of an independent third-party survey of over 1,000 U.S. consumers commissioned by Verint, highlighting rising customer expectations for chat-based channels, and offering critical … Read More

Maximising Business Operations for Digital Transformation Success – An Interview with Dai Shuangzhu, Vice President, Beijing Teamsun Technology

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In recent years, the new generation of information technology represented by the internet, big data, cloud and artificial intelligence (AI) has accelerated its widespread penetration into various fields and has become an important driving force in promoting digital transformation and organisational development.

The contact centre industry has long been open to innovation and adoption of new technologies. In the transformation of “digital intelligence”, the contact centre industry is at the forefront of digitisation and has … Read More

Did You Hear? Independent Research Firm Names Verint Workforce Engagement a Leader in WFO Evaluation

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Verint announced that its Workforce Engagement solution has been named a leader in The Forrester WaveTM: Workforce Optimisation Platforms Q4 2021 report.*

According to the report, “Verint’s unified suite is a key strength; it spans end-to-end workforce optimisation (WFO) including cross-channel workforce management (WFM), quality management, performance management and reporting. Verint is cited as a leader, receiving the highest score in the prescriptive analytics criterion.

The report, authored by Forrester senior analyst Vasupradha … Read More

Why the Contact Centre Is Essential to the Customer Experience

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The world shifted to a digital-first mindset because of the COVID-19 pandemic. However, at the same time, the contact centre has become more important than ever as customer expectations evolve.

Convenience continues to be key, with 83% of customers expecting to engage with someone immediately when contacting a company.

That means the contact centre remains an essential part of the customer experience. Research continues to back that up. In our newly released research report, … Read More

Independent Research Firm Names Verint Workforce Engagement a Leader in Workforce Optimisation Evaluation

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Verint announced that its Workforce Engagement solution has been named a leader in The Forrester Wave™: Workforce Optimisation Platforms Q4 2021 report.*

According to the report, “Verint’s unified suite is a key strength; it spans end-to-end workforce optimisation (WFO) including cross-channel workforce management (WFM), quality management, performance management and reporting. Verint is cited as a leader, receiving the highest score in the prescriptive analytics criterion.

The report, authored by Forrester senior analyst … Read More

USAA Earns Top Ranking with Allstate, American Family Insurance, GEICO, and State Farm among the Top Five in Verint Experience Index Report

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Allstate, American Family Insurance, GEICO, State Farm and USAA earned top rankings in customer satisfaction, according to new research released by Verint, The Customer Engagement Company™, which evaluates the top 15 U.S. property and casualty insurers.

The Verint Experience Index: Property and Casualty Insurance 2021 report, surveyed insurance customers in August 2021. USAA ranked first with a customer satisfaction (CSAT) score of 83.7. State Farm came in second with 81.7, while Allstate … Read More

Public Sector Customer Experience: A New Executive Order Puts People at the Centre of Government

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You may have heard that President Biden signed an executive order on December 13, 2021, to transform federal customer experience (CX) and service delivery as a way to rebuild trust in government.

“The federal government must design and deliver services in a manner that people of all abilities can navigate. We must use technology to modernise government and implement services that are simple to use, accessible, equitable, protective, transparent, and responsive for all people of … Read More