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The IVA Imperative

By Paul Stockford, Chief Analyst, Saddletree Research

I’ve been covering the contact centre industry since my career as an analyst began at Dataquest back in the dark ages—1989. After 30 years I thought I’d seen pretty much everything from an industry perspective. That was until 2020 came along.

I won’t spend a lot of time reliving 2020 and reviewing what we all already know, but from an analyst perspective it was a year of unexpected … Read More

Did You Hear? Verint Workforce Engagement Solutions Recognized for Market Share Leadership Across Multiple Categories

Verint recently announced that it has been recognised as a market leader in DMG Consulting’s latest Contact Centre Workforce Optimisation Market Share Report.* 

According to the report, Verint’s five-year compounded annual growth rate (CAGR) between 2016 and 2020 for sales of contact centre WFO solutions is strong, particularly given the amount of revenue Verint earned in this sector.

Verint moved into first place in several categories in fiscal year 2020 including: contact centre WFO revenue, … Read More

For the Fourth Consecutive Year, Verint Wins AI Breakthrough Award for Excellence and Innovation

Verint’s Low-Code Conversational AI Offering Named “Best Virtual Agent Solution”

Verint announced that it has won an AI Breakthrough Award for excellence and innovation in artificial intelligence (AI). Verint Intelligent Virtual Assistant Professional (IVA Pro) Package is the winner of the “Best Virtual Agent Solution” award. Earning its fourth consecutive AI Breakthrough Award, the company previously won “Best AI-based Solution for Customer Service” in 2020, “Best Chatbot Solution” in 2019, and “Best Overall AI … Read More

Driving CX Leadership at Atlantic Union Bank

For the second year in a row Verint pulled off another amazing virtual conference. Engage21 was held May 19-21 for thousands of participants representing over 80 countries. The theme of Boundless Possibilities was addressed in over 60 keynote, breakout, and educational sessions.  

As a longtime industry analyst that has followed the contact center industry from the 10,000-foot level, I really enjoy the case studies. Let me share some highlights from the “CX Leadership: A Conversation” … Read More

How Councils Are Using the Pandemic to Reset and Reimagine

The global pandemic has forced both the private and public sectors to completely rethink how they work.

Recently I took part in a public sector roundtable discussion that featured public sector leaders from across the United Kingdom.

Local government has been forced, by necessity, to innovate at unprecedented speed. The panel took a look back at the challenges and accomplishments of the last 16 months—and looked ahead to what might be next.

Read more.… Read More

A Business Leader’s Perspective on Digital Transformation: In Conversation with Alex Lu, CEO of NTT Ltd. China

Cloud has become an increasingly hot topic as more and more organisations are abandoning traditional internet data centres (or IDCs) in favour of the cloud. Modern work arrangements have also becoming increasingly distributed with international offices and remote workers, further fuelling the need for organisations to move processes online. These trends are driving the demand for digital transformation solutions that can deliver outstanding, integrated, seamless and positive customer and employee experiences. 

Alex Lu, CEO of … Read More

Verint Workforce Engagement Solutions Recognised for Market Share Leadership Across Multiple Categories in New Contact Centre Market Report

Verint announced that it has been recognised as a market leader in DMG Consulting’s latest Contact Centre Workforce Optimisation Market Share Report.*  

According to the report, Verint’s five-year compounded annual growth rate (CAGR) between 2016 and 2020 for sales of contact centre WFO solutions is strong, particularly given the amount of revenue Verint earned in this sector. Verint moved into first place in several categories in fiscal year 2020 including: contact centre WFO … Read More

Transform Your Back Office into a Customer Care Centre

At Verint’s Engage21, Xander van der Poel, Change Manager at Nationale Nederlanden (NN), the largest insurance provider in the Netherlands, shared his back-office transformation story. 

Like many back-office organisations, NN’s Casualty and Liability group was having trouble predicting future workloads and the skills and resources needed to meet those demands. As a result, they were experiencing large backlogs and missed service goals. They realised they needed a new way of working.

They partnered with Verint … Read More

Kids Help Phone Deploys Verint Customer Engagement Cloud Platform to Manage Increased Demand for Mental Health Services During Pandemic

Canadian Mental Health Organisation Expands Operations Using Verint Cloud and Workforce Management

Verint announced that Kids Help Phone, a Canadian national e-mental health service for young people, is expanding its use of Verint’s Cloud Workforce Management (WFM) solution to address unprecedented increases in call volumes due to the COVID-19 pandemic.

Canada’s only 24/7 national support service, Kids Help Phone offers e-mental health and well-being support to young people through bilingual professional counselling, clinically-based tools, resource … Read More

The Future of Work Is Coming into View

We’re all working differently right now. Some of you reading this are sitting in a makeshift home office in what used to be a dining room when you’d typically be chatting with a team member over a cubicle wall. Things are different, and they’re going to stay different.

The way we work has forever changed, but in many ways, technological innovations were already changing before the pandemic hit. COVID-19 just accelerated this ongoing transformation.

What … Read More