The Great Resignation—What Can You Do About It?

By now you may have read a little (or a lot) about The Great Resignation. You might even be experiencing the pain of it in your own organisation. It’s quite real.

Employees are voluntarily resigning from their jobs, en masse. It’s causing some havoc for organisations already struggling to fulfil work volumes with the staff they have—and that don’t see any more budget for more staff anytime soon.

At Verint we call this the Engagement … Read More

Name Changers vs. Game Changers

With the publication of my column in the January 2022 issue of Contact Centre Pipeline magazine, I officially announced to the industry my intention to retire this year. I have not renewed any client contracts for 2022 and have not initiated any new research, so I guess I’m really serious about this. I still have a couple of webinars to do during the first quarter of this year, and perhaps a little bit of blogging … Read More

Why the Contact Centre Is Essential to the Customer Experience

The world shifted to a digital-first mindset because of the COVID-19 pandemic. However, at the same time, the contact centre has become more important than ever as customer expectations evolve.

Convenience continues to be key, with 83% of customers expecting to engage with someone immediately when contacting a company.

That means the contact centre remains an essential part of the customer experience. Research continues to back that up. In our newly released research report, … Read More

Is Your Customer Engagement Data Done Right?

The world is digitally transforming, and the pandemic has only accelerated the pace of that transformation. The number of channels and communication modes used for customer engagement has exploded. With that, so has the volume of interactions and associated data.

At the same time, customer expectations are skyrocketing. Consumers demand personalised experiences across the entire customer journey. So being able to tap into your treasure-trove of customer engagement data has never been more important!

Experience suggests … Read More

Verint and Cisco Join Forces for Webex Contact Centre in the Cloud

The wait is over. Verint’s interoperability for Cisco’s cloud-born version of Webex Contact Centre (Webex CC) is available to order today!

Verint and Cisco’s unique combination of industry-leading technologies allows brands to build enduring customer relationships while connecting work, data, and experiences across the enterprise. Verint’s Customer Engagement Platform and Cloud Platform supports multi-cloud environments with an open, reliable, and secure native cloud architecture. This pairs perfectly with Cisco’s technology such as Webex CC.

“With … Read More

Shifting Your Contact Centre to the Cloud Requires a Choice

As organisations choose a cloud service provider, much is written about performance, partnerships, certifications, and security. Yet after all the technical components are distilled, most preferred cloud decisions have already been decided by your CIO and the IT team.

What that in mind how can you, a decision-maker charged with impacting your contact centre and the overall customer experience, ensure that your next investment is ready for YOUR cloud choice?

The checkboxes for security and … Read More

Getting Digital Transformation Right Through AI & Analytics

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

Verint Recognised for Customer Engagement Leadership in 2021 CRM Industry Leader Awards

The Customer Engagement Company Earns Accolades for Innovations in Cloud, AI, and Analytics Critical to Drive Digital-First Customer Experience Excellence Across the Enterprise

Verint announced it was recognised in The 2021 CRM Industry Leader Awards by CRM Magazine in the Best Workforce Optimisation (WFO) and Best Contact Center Analytics categories.

CRM’s Annual Industry Leader Awards are given to the top five vendors in 10 categories spanning sales, marketing, and customer service. CRM magazine asked its … Read More

Beyond Silos: Cracking the Customer Engagement Data Management Challenge

By Dan Miller – Lead Analyst & Founder, Opus Research

Metaphors largely fail when talking about the challenges enterprises face when managing so-called “engagement data.” Today’s customers interact with businesses in a myriad of ways—through smartphones or laptops, over messaging platforms or chat, through social channels, and sometimes via phone. The records and recordings of these interactions are captured in what are politely called “systems of record” where they can be subjected to analytic tools … Read More

Succeeding with you Conversational AI pt2

Succeeding with your Conversational AI/ Chatbot Implementation – Part 2

This is part 2 of the series, and if you haven’t read part 1- How to start right, we recommend checking it out first here.

When we talk about chatbots, intent recognition is where the magic happens. Any decent chatbot will allow users to type their questions in natural language, understand what they want (intent), and provide the necessary answer/support. Today we will discuss the potential problems organisations run into with this intent engine … Read More