What FIs Need to Do to Adopt New Bank Branch Operating Models

Recently, Verint sponsored a survey, conducted by Arizent, the research arm of American Banker, to understand how financial institution (FI) branch banking executives are evolving branch operating models to align to corporate objectives. Access the findings here.

In this blog, I’ll share the survey results, information about new operating models, and guidance for what you can do to prepare for change and effectively utilise branch resources in these new branch environments.

First, let me … Read More

For the Fourth Consecutive Year, Customers Give Verint Interaction Analytics Solutions Top Satisfaction Scores in New Interaction Analytics Report  

Verint Leads with the Largest Increase in Interaction Analytics Customers and Seats and Received the Top Customer Satisfaction Scores for All Featured Vendors and Ratings Categories  

MELVILLE, N.Y., October 13, 2022 — Verint® (Nasdaq: VRNT), The Customer Engagement Company, today announced that it leads with the largest increase in interaction analytics customers and seats between March 2021 and May 2022, and received the highest customer ratings in multiple customer satisfaction categories … Read More

DenizBank Improves Productivity, Sales, and Employee Turnover with Verint Total Quality

DenizBank, a large financial services organisation based in Turkey, faced the challenge of transitioning over 2,000 agents to work-from-home at the start of the pandemic. To provide their customers with the quality of service they expect, DenizBank turned to Verint Total Quality solutions. 

First, the bank increased its capability to analyse more than just 2% of interactions. With Automated Quality Management, DenizBank can now capture and score 100% of customer interactions. These additional insights helped … Read More

Filling Your Data Gaps in Customer Interactions

Do you have full visibility to your how your workforce is handling customer interactions? Do you have gaps in your data?

Inputs from your ACD, agent metrics, speech analytics, quality management—that’s all you need to get a complete picture of your customer interactions, right? Wrong. Wouldn’t it be nice to understand how employees are using their applications to service your customers, and if they are using them efficiently and effectively?

Well, that’s possible with Verint Read More

Verint Introduces Total Quality, New Quality Management Capabilities to Help Brands Close the Engagement Capacity Gap 

Total Quality Leverages Innovative AI and Automation to Drive Significant ROI While Reducing the Operational Effort to Manage Comprehensive Quality Programs  

Engage 2022, ORLANDO, Fla., June 14, 2022 —  Verint® (Nasdaq: VRNT), The Customer Engagement Company, today announced Verint Total Quality, a strategic, holistic approach to elevating quality across the enterprise, driving employee engagement, performance improvement, compliance adherence and an overall exceptional customer experience. The announcement was made during the … Read More

What’s New in Speech Analytics in 2022: Accurate, Complete, Impactful

Did you catch our recent webinar in partnership with Speech Technology? If not, don’t worry! We’ve got you covered. Click here to access the on-demand edition of this exciting event.

During this webinar, Daniel Ziv, Vice President of Speech and Text Analytics at Verint, highlights new capabilities that organisations should consider adopting in their speech analytics program. Below you’ll find 3 key takeaways from this webinar on how to modernise your speech analytics efforts.… Read More

Customers Give Verint Top Scores in New Workforce Optimisation Market Report

Verint announced that it has received top scores in multiple customer satisfaction categories according to DMG Consulting LLC’s 2021/2022 Workforce Optimisation/Workforce Engagement Management Product and Market Report.* 

The latest report presents an in-depth analysis of the contact center workforce optimisation (WFO)/workforce engagement management (WEM) market, trends, competitive landscape, product suites, technology and innovation and features seven leading and contending vendors.  

“The pace of innovation in the contact center is more rapid than at any … Read More

Power Up Your Customer Engagement Data

In a recent blog, we discussed how businesses that have a focused data strategy around customer engagement will be clear winners in the Customer Experience Race. Implementing such a strategy and succeeding in this race will be rewarded with customer loyalty, brand recognition, and growth.

As with so many business initiatives, success will rely on knowing your business inside-out and having meaningful insight into what is needed to drive it forward. In this instance … Read More

How Connecting Digital and the Contact Centre Can Boost Your Digital Transformation

We know that the COVID-19 pandemic pushed many consumers to think “digital first.” And, McKinsey reports that 75% of people who used digital channels for the first time during the pandemic indicated they will continue to use them when things return to “normal.”

But even before the pandemic, your customers were comfortable starting their journey on digital channels. That’s a good thing, as digital channels offer improved convenience and security for consumers while … 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