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

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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

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

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Latest Enhancements to Verint Cloud Platform also Include Highly Accurate Transcription Engine Built on Advanced Deep Neural Network Models and Expanded Capabilities for its Engagement Data Management Solution

Verint 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.

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

IDC MarketScape Names Verint a Conversational AI Leader

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Companies around the globe are embracing conversational AI at a rapid pace. This technology is changing the way customers interact with brands, manage and support their workforce, and make use of their data.

Verint is at the forefront of this dynamic and accelerating technology, as recognised by today’s announcement that Verint has been named a leader in the IDC MarketScape: Worldwide General Purpose Conversational AI Platforms 2021.

This report from IDC—a leading global … Read More

Getting Digital Transformation Right Through AI & Analytics

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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

Blue Cross Blue Shield of Louisiana Improves Agent and Customer Experience with Verint

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The largest health insurer in Louisiana, Blue Cross Blue Shield of Louisiana (BCBS of LA) serves over 1.5 million Louisianans, providing medical, dental, Medicare Advantage, and prescription drug coverage to individuals, families, and employers. Its customers range from young adults, to children, to seniors—all with dramatically different healthcare needs.

Customer experience is important in healthcare, and the company’s agents needed access to information much faster from its back end and other systems to better serve … Read More

Differentiation between Edge and Cloud-Based Analytics

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Big data analytics continues to be a key factor advancing innovations within security and surveillance platforms for financial institutions. A prominent discussion in the market today centres on video analytics and implementations for the “edge” or the “cloud.”

Cloud-based analytics is the use of remote public or private computing resources (aka the “cloud”) to analyse data on demand, and edge-based analytics is the application of video data analytics that is processed within a camera (IoT … Read More

Verint Named a Market Leader in Opus Research Conversational Intelligence Intelliview Report

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Verint Earns Top Marks for Broadest Solution Set, Status as Most Used Conversational
Platform and Open Flexible Platform Supporting Digital and Cloud Transformation

Verint announced that Opus Research has named Verint’s artificial intelligence (AI) and analytics solutions the overall market leader in Conversational Intelligence out of a field of 11 vendors evaluated in its new Opus Research Conversational Intelligence Intelliview Report. Opus also named Verint a leader for top Features and Technology, and Integration … Read More

Why enterprises need to operationalise Conversational AI across their entire business

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For years, we saw conversational artificial intelligence discussed as a novelty. It was a nascent, untested technology that, at best, could be used for narrow use cases—and only in certain industries.

As we all know, that’s changed.

Conversational AI is hardly a luxury these days, nor does it only power simple, limited chatbot solutions. It’s no longer a technology meant for limited aspects of their organisation.

Rather, they’ve discovered the importance of operationalising AI across … Read More

Shoe Carnival: A 90 Day Transformation

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At Shoe Carnival, unacceptable wait times and frustrated customers during the beginning of the pandemic illuminated the need to make an immediate change in the company’s customer service partner.

David Hudspeth, Customer Service Manager at Shoe Carnival, joined us at Engage21 to share how he:

  • Shaped an entirely new program
  • Stood up a new customer service partner
  • Created a customer service program and standard operating procedure based on customer feedback.

If you couldn’t make … Read More

in conversation with lindsay carapella

In Conversation With . . . Lindsay Carapella

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For the second time in 2021, Martyn again hands over the baton. This time our guest host is Kate Zawerucha, Verint’s own Customer Analytics Engagement Manager for APAC. In this episode Kate speaks to Lindsay Carapella a CX expert with more than 12 years experience in the industry. Kate and Lindsay discuss the changing mindset in customer analytics over the last few years and the rising visibility of analytics teams as strategic advisory units. Lindsay … Read More