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

Beyond Silos: Cracking the Customer Engagement Data Management Challenge

By Dan Miller – Lead Analyst & Founder, Opus Research

Metaphors largely fail when talking about the challenges enterprises face when managing so-called “engagement data.” Today’s customers interact with businesses in a myriad of ways—through smartphones or laptops, over messaging platforms or chat, through social channels, and sometimes via phone. The records and recordings of these interactions are captured in what are politely called “systems of record” where they can be subjected to analytic tools … Read More

Verint Named a Leader for Voice of the Customer Platform in Research Firm Evaluation

Quadrant Knowledge Solutions Names Verint a Leader for Delivering Predictive Insights, Operational Efficiencies, Self-service Capabilities, and Enhanced Contextual and Hyper-personalized Experiences

Verint announced that Quadrant Knowledge Solutions has named Verint’s Experience Management a top performer and technology leader in the 2021 SPARK Matrix Analysis of the Global Voice of the Customer (VoC) Platforms Market.

Quadrant Knowledge Solutions conducted an in-depth analysis and evaluated the products, market presence, and value proposition for the major VoC platform … Read More

Succeeding with you Conversational AI pt2

Succeeding with your Conversational AI/ Chatbot Implementation – Part 2

This is part 2 of the series, and if you haven’t read part 1- How to start right, we recommend checking it out first here.

When we talk about chatbots, intent recognition is where the magic happens. Any decent chatbot will allow users to type their questions in natural language, understand what they want (intent), and provide the necessary answer/support. Today we will discuss the potential problems organisations run into with this intent engine … Read More

Happy Customer Service Week from Verint!

Happy Customer Service Week from all of us at Verint!

Customer Service Week—as many of you know—is not new. And after the last year, we can all see that this year is a particularly good one to celebrate the people on the front lines of customer service—the ones who have kept everything moving forward despite exceptional, profound, unpredictable challenges.

According to the Customer Service Group, the U.S. Congress proclaimed Customer Service Week in 1992 … Read More

4 Ways Health Insurance Companies Can Provide a Better Member Experience—Backed by Research

The global COVID-19 pandemic layered new challenges on top of an existing tough market for U.S. health insurance companies. These companies had to quickly activate emergency plans to ensure people had access to prevention, testing, and treatment for COVID-19. When vaccines became readily available, health insurers then turned their focus to improving vaccine acceptance and access for their members.

At the same time, health insurers experienced financial pressures due to uncertainty around premiums and … Read More

Verint Speeds Up the Hiring Process in a Red-Hot Labour Market

Dick Bucci, Founder and Chief Analyst, Pelorus Associates

According to the Bureau of Labour Statistics there were 10.1 million vacant jobs as of the end of June 2021—far exceeding the number of job seekers. Any doubts about a labour shortage can be erased simply by looking at all the help wanted signs. 

Contact centres are feeling the brunt when it comes to finding qualified people in an era of plentiful good paying jobs. The challenge … Read More