Posts

The Future of Work Is Now: A Post-Pandemic Perspective

Lead Analyst & Founder, Opus Research

Some say it is “too soon” to put the pandemic in the past tense. Like its cousin the common cold, they say, some form of COVID-19 is here to stay. Yet, there is no better testimony to the indomitable nature of the human spirit than the efforts to get back to life as it was. That includes going out for walks, going shopping, eating out at bars and restaurants … Read More

Channel Consolidation Defines NextGen Customer Experience

Without a doubt, the COVID-19 crisis turned the contact centre industry on its ear. Customer reliance on the contact centre for customer service, as opposed to physically visiting the customer service desk at a brick-and-mortar establishment, drove customer contacts to unexpectedly high levels of volume that left many contact centres reeling—simply unable to accommodate the number of contacts they were receiving.

I personally experienced customer service overloads at several organisations during the past 18 months. … Read More

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

The Total Economic Impact of Verint Customer Engagement Solutions

We’ve been discussing the Engagement Capacity Gap for some months now. This is the gap between the exploding volume of customer interactions and communication channels—and the resources available to meet them. If you haven’t already, check out this quick video, or download the full Engagement Capacity Gap study.

We have always believed our Verint Customer Engagement solutions could help close this gap, and now we have proof! 

Verint commissioned Forrester Consulting to conduct an … Read More

Succeeding with your Conversational AI/ Chatbot Implementation – Part 1

Conversational AI/ Chatbots/ Intelligent Virtual Assistants, no matter what you call them, have become common occurrences these days. It’s hard to come across a famous brand that doesn’t have one. Still, the number of chatbots that are failing to achieve business outcomes are on the rise. In an APAC study, Coleman Parkes found that almost 50% of the respondents were frustrated with chatbots and live chats. The failed implementations give the overall technology a … 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

Did You Hear? Verint Workforce Engagement Solutions Recognized for Market Share Leadership Across Multiple Categories

Verint recently announced that it has been recognised as a market leader in DMG Consulting’s latest Contact Centre Workforce Optimisation Market Share Report.* 

According to the report, Verint’s five-year compounded annual growth rate (CAGR) between 2016 and 2020 for sales of contact centre WFO solutions is strong, particularly given the amount of revenue Verint earned in this sector.

Verint moved into first place in several categories in fiscal year 2020 including: contact centre WFO revenue, … Read More

Verint Workforce Engagement Solutions Recognised for Market Share Leadership Across Multiple Categories in New Contact Centre Market Report

Verint announced that it has been recognised as a market leader in DMG Consulting’s latest Contact Centre Workforce Optimisation Market Share Report.*  

According to the report, Verint’s five-year compounded annual growth rate (CAGR) between 2016 and 2020 for sales of contact centre WFO solutions is strong, particularly given the amount of revenue Verint earned in this sector. Verint moved into first place in several categories in fiscal year 2020 including: contact centre WFO … Read More

UGI Utilities: Creating a Customer-Driven Experience During a Crisis

Utilities are used to dealing with crises. There are constant weather events that take power out and result in huge call volume to the contact centre. UGI Utilities is a natural gas and electric utility serving more than 700k customers in Pennsylvania and Maryland. They visited us at Engage21 to share how they were able to leverage customer feedback to ensure that the customer experience didn’t suffer, even as the global pandemic was raging.

We … 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