Contact Centre Pipeline: Closing the Engagement Capacity Gap

As we all know, the pandemic has left many businesses in a vulnerable state with limited budget and resources to manage ever-expanding customer channels.

A year after the onset of the COVID-19 pandemic, only 50% of organisations report they are well prepared to support customer engagement priorities moving forward, while more than four in five (82%) say the challenges of managing customer engagement will only increase in 2021.

These stats and other key findings from … Read More

Verint Positioned as a Leader in 2021 Gartner Magic Quadrant for Workforce Engagement Management for the 13th Consecutive Year

Verint announced that it has once again been named a Leader by Gartner, Inc. in the research and advisory firm’s Magic Quadrant for Workforce Engagement Management (WEM).*

Per Gartner, “Leaders provide functionally broad and deep WEM solutions that can be deployed and supported globally. Their software is suitable for enterprises of all sizes and complexity, and they have broad industry coverage. Their revenue is strong and new references are readily available.”

Per Gartner, “The impact … Read More

AI for Everybody

The Low-Code Package from Verint IVA Places Conversational AI into the Hands of Business Professionals

Not too long ago, if a business needed to stand up a website—even a basic homepage—they needed to enlist the help of a professional web developer.

That developer worked with the marketing team to build the site, of course, but the company itself had little access to the back end of their page to make updates or changes in stride … Read More

Verint Launches Low-Code Intelligent Virtual Assistant for Customer Engagement

Verint announced Verint Intelligent Virtual Assistant Professional (IVA Pro) Package, a low-code conversational artificial intelligence (AI) offering that can rapidly turn existing conversation data into automated self-service experiences.

As part of the market-leading Verint Intelligent Virtual Assistant (IVA) offering, the package allows business professionals to quickly deploy a production-ready chatbot to deflect calls and support customers. Verint IVA enables businesses to expand capabilities across the enterprise with boundless intelligence for both voice and … Read More

Conversational AI: Dialogue Traits of Sophisticated IVAs

Verint has developed comprehensive expertise building, implementing, and delivering high-quality IVA experiences for customer service leaders such as Novo Nordisk and Alight Solutions. So, if you’re looking into incorporating or elevating an IVA within your customer service strategy, here are the traits your IVA needs to encompass to deliver an exceptional customer experience and gain a competitive advantage.

Human-in-the-loop Intent Understanding and Continuous Improvement

Verint IVA applies a combination of AI and Machine Learning techniques … Read More

Verint Announces All-Star Keynote Lineup of Barbara Corcoran, Charlene Li and Jay Shetty for Industry Leading Customer Engagement Event

Three-Day Virtual Event to Feature Inspirational Keynote Speakers Along with Prominent Industry Analysts and Verint Executive Insights

Verint announced the lineup for its Engage21 virtual conference May 19-21 featuring inspirational including Barbara Corcoran, Charlene Li and Jay Shetty. This premier event will feature in-depth content geared toward customer engagement and customer experience professionals with more than 60 sessions led by Verint experts, customers and partners over three days.

Consumer behaviors and expectations have shifted dramatically … Read More

Forbes Comms Council: Match Your AI and Analytics Initiative to Actual Business Outcomes

That title may not sound all that groundbreaking. After all, positive business outcomes usually lead to loyal customers—and we all want those.

However, we’ve learned that AI and analytics initiatives don’t always translate successfully to business outcomes. We’ve been dealing with the business-altering (and life-altering) challenges of COVID-19 for more than a year. Business models, offerings and customer needs have radically shifted during that time.

Now is a good time to revisit what success looks … Read More

Vericast Chooses Verint Customer Engagement Cloud Platform to Further Enhance Customer Experience at its Contact Centres

Vericast, a leading marketing solutions company, together with its Harland Clarke contact centre solutions, has selected the Verint Customer Engagement Cloud Platform to enhance the agent and customer experience at its contact centres.

“We selected Verint due to the integrated nature of their solution and the holistic view they bring to customer, client and agent engagement,” said Barbara Riggan, VP of Technology, Vericast. “We are confident that moving to this solution will provide improved experiences … Read More

The Workplace of the Future Needs Intelligent Virtual Assistants and Chatbots

When we think about the rise of intelligent virtual assistants (IVAs) and chatbots, it’s mostly through the lens of customer service. And this makes sense, given the way that this AI-powered technology has changed—and continues to change—how customers interact with businesses, organisations, and government entities. 

But companies aren’t only using IVAs to bring quick, accurate, and meaningful information to their customers. They’re also using them to change the way we work. IVAs allow companies to … Read More

New McKinsey CX Recommendations Align with Verint’s Time-Tested Predictive Approach

A new set of recommendations from McKinsey, based on the importance of leveraging predictive analytics, sums up the situation this way: “CX programs of the future will be holistic, predictive, precise, and clearly tied to business outcomes.”

That’s the future Verint and our clients have been living in for a long time.

Verint CX solutions have been in the field for 20 years, helping organisations collect and act on comprehensive customer experience data—and the … Read More