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

4 Ways Health Insurance Companies Can Provide a Better Member Experience—Backed by Research

The global COVID-19 pandemic layered new challenges on top of an existing tough market for U.S. health insurance companies. These companies had to quickly activate emergency plans to ensure people had access to prevention, testing, and treatment for COVID-19. When vaccines became readily available, health insurers then turned their focus to improving vaccine acceptance and access for their members.

At the same time, health insurers experienced financial pressures due to uncertainty around premiums and … Read More

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