Posts

Contact Centre Pipeline: Low-Code/No-Code AI-Enabled Chatbots

Customer service delivery for all—as the world has turned upside down over the last 18 months, this has grown more important than ever.

So how does this look in today’s real world? A do-it-yourself (DIY) approach to intelligent virtual assistants (IVAs) is now democratising access to this increasingly important solution. No longer do you need highly skilled data scientists to get the job done—now non-technical business users can deploy production-ready IVAs, among other self-service customer … Read More

Verint Community 12: The New Version of Verint’s Market-leading Online Community Has Arrived

Online communities have never been more necessary than they are right now. Customers are buying online more than ever and are looking for a place to communicate about a company’s products and services—as well as a place to self-serve during and after their purchase. And that same company’s own employees are looking for a platform to discuss projects, publish articles, and find important information about their organisation’s operations.

This is why Verint recently released Verint … Read More

Engage21 On-Demand: Explore Self Service for 2021 and Beyond

Self-service is a hot topic in 2021! From chatbots to AI, machine learning, knowledge management and more, self-service is influencing the way customers interact with businesses. Through multiple communication channels such as virtual assistants, chat, and surveys, you can understand customer and employee questions—and respond quickly and effectively with self-service. And if you don’t know by now, self-service solutions are essential to elevating the customer experience and improving operational efficiency.  

We recently highlighted some … Read More

The IVA Imperative

By Paul Stockford, Chief Analyst, Saddletree Research

I’ve been covering the contact centre industry since my career as an analyst began at Dataquest back in the dark ages—1989. After 30 years I thought I’d seen pretty much everything from an industry perspective. That was until 2020 came along.

I won’t spend a lot of time reliving 2020 and reviewing what we all already know, but from an analyst perspective it was a year of unexpected … Read More

Future of Work: The Post-COVID Contact Centre Will Rely on Automation More than Ever

Future of Work: The Post-COVID Contact Centre Will Rely on Automation More than Ever

The world of the contact centre—like everything else—has changed dramatically over the last year+. The shift to primarily working from home has been well-documented. We are getting closer to emerging from COVID restrictions and getting back to “normal.”

But the question now is: what is normal when it comes to the contact centre?

Verint recently conducted some global research to find … 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

Smaart Recruitment Annual Contact Centre Best Practice report

For the last couple of years, Smaart Recruitment have released their Annual Contact Centre Best Practice report and this year Verint had been invited to add commentary to the technology section.

The report has been collated from over 200 different data points with responses received from 165 separate organisations, giving unique insights into the operational effectiveness of Australian Contact Centres.

The full report takes a deep dive into the areas that contact centre leaders believe … Read More

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How to Tell the Technicolored Story of Your Speech Data

Transformco is a leading integrated retailer focused on seamlessly connecting the digital and physical shopping experiences to serve its members. Speech analytics is a key part of Transformco’s strategy.

The company launched Verint in 2016 with 150 speech categories in their library to enable nationwide sales operations. Kendra King, Director of Quality and Performance Management for Transformco, hosted a session at Verint Virtual to share tips on effective ways to display speech data. Click here Read More

Feedback Spikes in March and April—What Does it Mean for CX Right Now?

Your customers want to talk. Are you giving them every opportunity?

We are in a unique time to listen to customer voices. They want to tell you how to make them happy and improve experiences—significantly, they want to tell you how to keep their business.

This current surge in feedback is more than increased site visits—it’s also increased scrutiny and higher expectations. Verint’s Ben Smith, General Manager, Experience Management, explores how to meet those expectations … Read More

How to Manage a New, Virtual Workforce in the Back-Office

Back-office organizations around the world are now operating under a new normal: virtual (remote) work. The measures government and other public institutions have taken to slow the spread of the COVID-19 pandemic require many non-essential employees (those that are not working in fields such as healthcare, pharmacy, grocery, food production, and distribution) to stay home. This means that employees across a wide swath of industries, including financial services, insurance, telecommunications, and retail, can’t work from

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