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 this workforce to make sure we are matching supply and demand for our conversation needs, we would be using the Verint solution to help us do a better job of that.
Where we expect the Verint solution to help us is to make sure we have the right people in the right place at the right time, and when they’re answering these questions, we want to make sure they have the right tools. That will come from a combination of Google’s contact centre solutions combined with the Verint’s forecasting and scheduling capabilities.
Our partnership with Verint has been there for a few years. Our partnership with Verint was very good in terms of Verint was keen and willing to bring the solution to Google Cloud, which was an important requirement for us, and was willing to partner with us to really go make the solution work in a short timeframe, and also meet our security and privacy standards, which become very important for us.
We are custodians of a lot of important parts of customer information. As we engage with hundreds and millions of conversations every year, those capabilities become important. We felt Verint would be able to provide the right set of capabilities for us to manage those conversations.
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