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Taxpayers Are Customers Too

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What do the cities of Cincinnati, Philadelphia, San Antonio, and Seattle have in common? Of course, they are all cities in the United States and no doubt wonderful places to live and work, but you may be surprised that they all regularly conduct customer satisfaction surveys.

That’s right, customer satisfaction—not taxpayer surveys. Municipalities large and small want to know if the services they provide are meeting customer expectations and if are they communicating in … Read More

Conversational AI: Dialogue Traits of Sophisticated IVAs

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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 Expands APAC Customer Engagement Market Leadership

Did You Hear? Verint Expands Customer Engagement Market Leadership in Asia Pacific

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Good news!

Frost & Sullivan has ranked Verint first in Asia Pacific market share for cloud and on-premises workforce management, quality monitoring, and analytics. The firm also named Verint Contact Centre Optimization Solution of the Year.

The report credited Verint with a market share that is significantly higher than the number two competitor, across the three combined contact centre technologies. Verint was recognised as leading the Workforce Management (WFM), Quality Monitoring (QM) and Analytics segments … Read More

Competing with Convenience: Why Health Insurers Must Automate to Keep Their Members

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As digital technology continues to reshape all facets of our daily lives, few industries remain unaffected by the need to innovate to meet consumer demands and remain competitive. While some health insurers are leading the pack with their strategies, others are still seeking the right path in their digital transformation.


Although member service concerns vary, there are a few universal concerns felt by all in the health insurance industry, including providing effective education and support … Read More

Contact Centre Automation: Moving to the Head of the 2020 Class

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While the term “reimagining” has been a commonly used buzzword in the contact centre industry for years, and one that I’m guilty of using myself in the past, the current coronavirus crisis has forced the industry to move quickly from the realm of imagination to the hard truth of reality.

Artificial intelligence (AI) is a technology category that the contact centre has been fascinated by for the past several years, without feeling any pressure to … Read More

Did You Hear? Verint AI and Analytics Solutions Receive Highest Customer Satisfaction Scores in New Report

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Good news!

Last week Verint announced its AI and analytics solutions achieved the highest customer rating for overall vendor satisfaction and top customer satisfaction scores on 25 vendor, product capability and product effectiveness criteria—surveyed in DMG Consulting LLC’s new 2020 Interaction Analytics Product and Market Report*.

In addition, Verint represents the largest market share by number of customers and achieved the greatest increase in number of customers among vendors named in the report’s market activity … Read More

In Times of Change, Listen, Adapt and Respond

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The uncertainty of today’s world has had an incredible impact on employees and the customers they serve. Due to these circumstances, personalised and agile customer experience and marketing strategies are needed more than ever before.

Like so many organisations, Verint has rolled with the punches and adapted to change. We’ve listened to our customers and made some changes to help them adapt to this new reality—likely you have done the same.

Perhaps you have discovered—as … Read More

Three Recommendations for Managing Work-from Home Employees

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Recently, Verint customer, John Barker, Managing Director at Capita, a large UK business process outsourcer, shared his story at Verint Virtual. As part of his session, From -11 NPS to +79 NPS: The Back-Office Gets It Done with 
Work Manager!, he made three recommendations for organizations managing a remote/work-from-home workforce.

  1. Simplify your end-to-end processes and reduce the number of handoffs between colleagues.
  2. Measure people on the outcomes which they deliver rather than presentee-ism or
… Read More

Verint Wins 2020 Stevie Awards for Sales and Customer Service

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Did you hear?

Verint announced that it has been named a winner of the 2020 Stevie Awards®. The company was recognized as one of the few winners chosen from thousands of submissions in the “Best Customer Engagement Initiative” and the “Sales or Customer Service Solutions Technology Partner of the Year” categories.*

This recognition spotlights Verint’s commitment to customer experience and its Cloud Customer Engagement Solutions—as well as its dedication to helping its customers … Read More

How to Automate Call Deflection Quickly in a Crisis

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As a result of the COVID-19 crisis, you’re likely experiencing a high volume of customer calls. Your agents are now remote and overwhelmed by the changed work environment and new customer questions. 

Long wait times and lack of access to answers could negatively impact your customers’ experience in a time when they are likely to remember who helped and who frustrated them. 

If your agents are overwhelmed and have limited access to systems, your best … Read More