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Your Customers Deserve an Online Community—Not an Algorithm

Providing service where and when your customers need help is a must in today’s digital-first world. When your customers are looking for your help in social channels, you need to meet them there, too.

Social media has long been a place for companies—from the smallest mom-and-pop operations to the Fortune 100—to engage with customers, provide information, and allow them to interact with other fans of the brand.

The problem, however, is that many brands are … Read More

IDC MarketScape Names Verint a Conversational AI Leader

Companies around the globe are embracing conversational AI at a rapid pace. This technology is changing the way customers interact with brands, manage and support their workforce, and make use of their data.

Verint is at the forefront of this dynamic and accelerating technology, as recognised by today’s announcement that Verint has been named a leader in the IDC MarketScape: Worldwide General Purpose Conversational AI Platforms 2021.

This report from IDC—a leading global … Read More

Verint Named a Leader in the IDC MarketScape for Worldwide General Purpose Conversational AI Platforms 2021 Vendor Assessment

Verint has been named a leader in the IDC MarketScape: Worldwide General Purpose Conversational AI Platforms 2021 Vendor Assessment Report.* After a thorough evaluation of vendor strategies and capabilities, IDC positioned Verint in the Leaders category for delivering robust conversational artificial intelligence (AI) solutions.

The IDC MarketScape assesses the products, services, and competitive fitness of 15 vendors helping organisations leverage conversational AI capabilities to create automated solutions that excel in speech, text, intent, and … Read More

Verint and Cisco Join Forces for Webex Contact Centre in the Cloud

The wait is over. Verint’s interoperability for Cisco’s cloud-born version of Webex Contact Centre (Webex CC) is available to order today!

Verint and Cisco’s unique combination of industry-leading technologies allows brands to build enduring customer relationships while connecting work, data, and experiences across the enterprise. Verint’s Customer Engagement Platform and Cloud Platform supports multi-cloud environments with an open, reliable, and secure native cloud architecture. This pairs perfectly with Cisco’s technology such as Webex CC.

“With … Read More

Shifting Your Contact Centre to the Cloud Requires a Choice

As organisations choose a cloud service provider, much is written about performance, partnerships, certifications, and security. Yet after all the technical components are distilled, most preferred cloud decisions have already been decided by your CIO and the IT team.

What that in mind how can you, a decision-maker charged with impacting your contact centre and the overall customer experience, ensure that your next investment is ready for YOUR cloud choice?

The checkboxes for security and … Read More

Verint Financial Compliance Solution Receives Multiple Awards for Excellence

Verint has been recognised as a leader in multiple industry awards* that honor excellence in financial compliance for the trading environment. The awards include:

  • Verint Financial Compliance was named Best Trading Infrastructure Monitoring Platform. The annual awards recognise excellence in trading solutions and services for capital markets, focusing on vendors providing exceptional and innovative trading infrastructure, technology, and data solutions dedicated to the challenges faced by firms operating in the U.S. trading environment.
  • Sell-Side Technology

Read More

How Back-Office Operations Can Sabotage Your CX Strategy

Last week was Customer Service Week! A great time to celebrate customer advocacy and happiness. Organisations are investing in customer experience-enhancing solutions and improving customer interactions. 

But did you know that, according to research from Aberdeen, 17% of customer dissatisfaction calls into the contact centre are because of issues in the back office?1 It is unfortunate because these poor customer experiences impact brand reputation, are counterproductive to contact centre CX initiatives, and are entirely … Read More

Getting Digital Transformation Right Through AI & Analytics

Digital transformation projects and opportunities are now top-of-mind for enterprise call centres. Expedient support and resolution options that meet customers in their preferred channel are soon to become the norm, not the exception. The critical link between customer satisfaction during “these unprecedented times” and the ability to expedite first contact resolution can be the difference between a good and bad (or at least uncomfortable) earnings call or NPS survey result.

The surge of contact centre … Read More

Verint Recognised for Customer Engagement Leadership in 2021 CRM Industry Leader Awards

The Customer Engagement Company Earns Accolades for Innovations in Cloud, AI, and Analytics Critical to Drive Digital-First Customer Experience Excellence Across the Enterprise

Verint announced it was recognised in The 2021 CRM Industry Leader Awards by CRM Magazine in the Best Workforce Optimisation (WFO) and Best Contact Center Analytics categories.

CRM’s Annual Industry Leader Awards are given to the top five vendors in 10 categories spanning sales, marketing, and customer service. CRM magazine asked its … Read More

Low-Code, High-Performing Data: Inside the Verint IVA Professional Package

The popularity of low-code intelligent virtual assistants (IVAs) has been fuelled not only by a desire for faster deployments, but also a need for non-programmers to work on the back end of the chatbot.

We’ve seen this first-hand with the recent launch of Verint IVA Professional Package, which brings our market-leading conversational AI to an easy-to-use interface equipped with drag-and-drop functionality. This has allowed, for example, contact centre managers and members of the customer … Read More