Verint Introduces ‘One Workforce’, An Innovative Approach to Eliminate Silos and Unify and Empower Both Humans and Bots

Verint Cloud Platform Leverages AI, Analytics and Automation to Orchestrate Enterprise Resources for Improved Capacity, Flexibility and Agility  

Engage 2022, ORLANDO, Fla., June 14, 2022 — Customer engagement success is predicated on organisations embracing a channel-less mentality and a One Workforce approach to orchestrate the entire customer engagement workforce – both humans and bots – across the contact centre, back office and branch.

This is the vision set forward by Dan Bodner, CEO of … Read More

It’s Still a Jungle Out There—Beating the Competition to the Best Talent

Yes, the “Great Resignation” (or “Great Realignment,” “Great Reassessment,” etc.) continues—creating unprecedented competition for top talent—particularly for contact centres, where staffing has been a perennial challenge.

Though the last few years has seen record numbers of people leaving the workforce, the vast majority are not leaving permanently. Rather, they are using this time to re-evaluate their career paths and explore opportunities that will offer them improved work-life balance and job satisfaction.

In fact, according to … Read More

Press Release: Verint and Intelligent Voice Integration Empowers Improved Financial Compliance Oversight

Strategic Partnership and Advanced Integration Addresses Complex Compliance Requirements and Distributed Workforce Challenges

MELVILLE, N.Y., May 25, 2022 – Verint® (Nasdaq: VRNT), The Customer Engagement Companyä, today announced a strategic partnership and technology integration with Intelligent Voice Limited, a leading specialist in voice and analysis solutions, that enables financial and trading organizations to improve compliance oversight with profiling data captured by Verint Financial Compliance solutions.

The new, integrated solution, Verint Financial … Read More

Verint Intelligent Virtual Assistant (IVA) Named a Winner in the “Intelligent Agent” Category of AI Excellence Awards Program

Verint is pleased to share that Verint Intelligent Virtual Assistant was recently named a product winner by the Business Intelligence Group in the “Intelligent Agent” category for the AI Excellence Awards Program. This awards program recognizes the organizations, products and people who bring Artificial Intelligence (AI) to life and apply it to solve real problems.

“Artificial Intelligence is now playing a major role in our lives as the technology expands,” said Maria Jimenez, chief nominations … Read More

Hiring Challenges and Rising Customer Expectations Are Driving a Move Toward Digital-First Service

For many companies, delivering an excellent customer service experience has never been more challenging than it is right now.

Customers are engaging with brands through digital channels at unprecedented levels—and they expect a great customer experience regardless of their entry point.

And unfortunately, the ongoing labour migration has left many companies with fewer contact centre personnel to meet these increased expectations.

In today’s landscape, where we’ve seen some 4.5 million Americans leave their jobs, you … Read More

Verint Wins Multiple Industry Awards for Delivering Excellence in Knowledge Management

Verint Knowledge Management has been recognised by KMWorld for four industry awards over the past year. KMWorld has more than 25 years of market coverage experience and is a premier resource for actionable advice and real direction on solutions and strategies in knowledge, content, document and information management.

  • 2021 KMWorld Readers’ Choice Awards: KMWorld readers selected the market’s top knowledge management (KM) technology products and services across 14 categories. Verint Text Analytics
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The Age of the Robotic Chatbot is Over: Survey Shows Consumers Demand More from Digital-First Experiences

Consumer Expectations Are Fuelling the Next Generation of Chatbots that Are More Intelligent, Personalised and Supremely Effective in Working as Directed

Despite the growing prevalence of chatbots in the customer service realm, consumers aren’t sold on their efficacy, and many find chatbot experiences flat-out frustrating. These are some of the findings of an independent third-party survey of over 1,000 U.S. consumers commissioned by Verint, highlighting rising customer expectations for chat-based channels, and offering critical … Read More

Verint Named a Leader in the IDC MarketScape for Worldwide Conversational AI Software Platforms for Customer Service 2021

Recognised as a Leader in Two Conversational AI IDC MarketScape Vendor Assessment Reports

Verint announced that it has been named a leader in the second of two IDC reports on conversational artificial intelligence (AI). The IDC MarketScape: Worldwide Conversational AI Software Platforms for Customer Service 2021 Vendor Assessment report * positions Verint in the Leaders category for delivering robust conversational AI solutions specifically in the customer service environment. The company was also recently named a … Read More

New Harvard Business Analytics Services Report Outlines Key Challenges in Customer Engagement and Experience Management

Verint Customers BMW and Alight Embrace an Array of AI-Powered Technologies to Meet Customer Demands and Ramp Up Digital Agility at Scale in the Post-Pandemic Era

Businesses increasingly see customer engagement as a competitive differentiator, especially in the post-pandemic era. Yet, the large majority of executives worldwide (82%) believe the challenges to managing engagement with customers will only grow, according to a Verint-sponsored report by Harvard Business Review Analytic Services.

As businesses approach their third … Read More

Did You Hear? Verint Introduces New Market-Leading AI Innovation to Further Expand Real-time Agent Assist Capabilities

Verint recently announced new AI-driven Real-time Agent Assist (RTAA) capabilities including real-time sentiment analysis and new work assist functionality in the Verint Customer Engagement Cloud Platform. These latest enhancements to the platform also include a highly accurate transcription engine built on advanced deep neural network models and expanded capabilities for its Engagement Data Management solution.

The new functionality, powered by Verint Da Vinci AI and Analytics, helps organisations connect with customers on a more empathic and … Read More