New Harvard Business Analytics Services Report Outlines Key Challenges in Customer Engagement and Experience Management

Verint Customers BMW and Alight Embrace an Array of AI-Powered Technologies to Meet Customer Demands and Ramp Up Digital Agility at Scale in the Post-Pandemic Era

Businesses increasingly see customer engagement as a competitive differentiator, especially in the post-pandemic era. Yet, the large majority of executives worldwide (82%) believe the challenges to managing engagement with customers will only grow, according to a Verint-sponsored report by Harvard Business Review Analytic Services.

As businesses approach their third … Read More

Join Verint and AWS December 16 for the “Reimagine the Future of Customer Engagement” Webinar

After more than a year of staff working from home and now slowly returning to the office, companies face new challenges. The pandemic accelerated trends for working and shopping from home — and these trends require new approaches for engaging customers and employees.

How are leading brands adopting cloud technology while balancing remote and in-office staff?

Join Jake Burns, AWS Enterprise Strategist, Jaime Meritt, Chief Product Officer at Verint, and Celia Fleischaker, Chief Marketing Officer at … Read More

Digital Transformation Drives Expansion of Verint Customer Engagement Cloud Platform in India

Verint announced availability of its best-in-class Customer Engagement Cloud Platform in India, supporting its customers throughout the country as they progress their digital transformation migrations.

We look at digital transformation as a journey, and Verint is committed to helping organisations transition their operations to cloud-based platforms that deliver cost efficiencies and differentiated experiences to customers and employees,” says Verint’s Ady Meretz, president, Asia Pacific. “That same commitment applies across the region, and we’re delighted … Read More

Customer Engagement Is the New Necessity for Business, But It’s Not New to Us

Nearly 28 years ago, Verint launched our first customer engagement offering. Our focus then was to provide call centre recording and analysis of the subsequent data, something that many companies were only just beginning to adopt.

We understood that customer service shouldn’t simply be transactional but instead a key opportunity for customer engagement and relationship building.

Fast forward to today, and nearly every company understands the necessity and value of customer engagement. There has never … 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 Embraces Social Messaging by Acquiring Conversocial

Verint took an important step in cementing its position as “The Customer Engagement Company” when it recently acquired Conversocial, a fast-growing company that facilitates interactions between businesses and customers via private messaging channels.

Verint now offers three categories of related solutions: Digital-First Engagement, Workforce Engagement, and Experience Management. The Digital-First Engagement group provides businesses with everything they need to meet and exceed the expectations of today’s digital-first enterprise. These include conversational AI, knowledge management, and … Read More

Did You Hear? Verint Wins 2021 CUSTOMER Product of the Year and CRM Excellence Awards

Verint was recently recognised as a leader in two award categories presented by CUSTOMER magazine and TMC, a global, integrated media company.

The company won the 2021 CUSTOMER Product of the Year Award (CUSTOMER magazine): Now a five-time category winner, the Verint Customer Engagement Cloud Platform has been recognised for excellence in supporting and improving customer experience transformation and driving greater return on investment (ROI) across the enterprise.

Verint also won the 2021 CRM Excellence … Read More

Verint Wins 2021 CUSTOMER Product of the Year and CRM Excellence Awards

Verint Customer Engagement and Workforce Management Honoured for Advancing the Contact Centre, CRM Industry, and Driving CX Transformation

Verint announced it has been recognised as a leader in multiple award categories* presented by CUSTOMER magazine and TMC, a global, integrated media company.

Verint is the recipient of the following accolades:

2021 Product of the Year Award: Now a five-time category winner, Verint Customer Engagement Cloud Platform has been recognised for excellence in supporting and … Read More

Your Customers Deserve an Online Community—Not an Algorithm

Providing service where and when your customers need help is a must in today’s digital-first world. When your customers are looking for your help in social channels, you need to meet them there, too.

Social media has long been a place for companies—from the smallest mom-and-pop operations to the Fortune 100—to engage with customers, provide information, and allow them to interact with other fans of the brand.

The problem, however, is that many brands are … 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