Posts

Data, Data, Everywhere…

What do modern-day business leaders and CIOs have in common with the eponymous (anti?) hero of Samuel Taylor Coleridge’s “The Rime of the Ancient Mariner”?

(Yes, I know that’s not how you spell “rhyme”. But spelling has long been, and continues to be, a flexible construct in the English language, and that was how Coleridge spelled it in the late eighteenth century.)

Well, in Coleridge’s longest-ever poem, the mariner of the title, and his ship … Read More

Taxpayers Are Customers Too

What do the cities of Cincinnati, Philadelphia, San Antonio, and Seattle have in common? Of course, they are all cities in the United States and no doubt wonderful places to live and work, but you may be surprised that they all regularly conduct customer satisfaction surveys.

That’s right, customer satisfaction—not taxpayer surveys. Municipalities large and small want to know if the services they provide are meeting customer expectations and if are they communicating in … Read More

Verint Wins Artificial Intelligence Excellence Award in Customer Engagement

Verint announced it is among the winners of Business Intelligence Group’s Excellence in Artificial Intelligence Awards. Verint Intelligent Virtual Assistant (IVA) was recognised in the natural language processing (NLP) product category.

The Business Intelligence awards programme recognises organisations, products and people who bring artificial intelligence (AI) to life and apply it to solve real problems.

Verint Intelligent Virtual Assistant, part of the Verint Cloud Platform, uses AI and machine learning to create a modern engagement … Read More

Verint Positioned as a Leader in 2021 Gartner Magic Quadrant for Workforce Engagement Management for the 13th Consecutive Year

Verint announced that it has once again been named a Leader by Gartner, Inc. in the research and advisory firm’s Magic Quadrant for Workforce Engagement Management (WEM).*

Per Gartner, “Leaders provide functionally broad and deep WEM solutions that can be deployed and supported globally. Their software is suitable for enterprises of all sizes and complexity, and they have broad industry coverage. Their revenue is strong and new references are readily available.”

Per Gartner, “The impact … Read More

Verint Announces All-Star Keynote Lineup of Barbara Corcoran, Charlene Li and Jay Shetty for Industry Leading Customer Engagement Event

Three-Day Virtual Event to Feature Inspirational Keynote Speakers Along with Prominent Industry Analysts and Verint Executive Insights

Verint announced the lineup for its Engage21 virtual conference May 19-21 featuring inspirational including Barbara Corcoran, Charlene Li and Jay Shetty. This premier event will feature in-depth content geared toward customer engagement and customer experience professionals with more than 60 sessions led by Verint experts, customers and partners over three days.

Consumer behaviors and expectations have shifted dramatically … Read More

WFO Reimagined: Verint Launches the Customer Engagement Hub

Arguably, no function within the modern enterprise harbours more valuable consumer data than contact centres. Every day formal and informal contact centres hear from customers, prospects, investors, employees, vendors, and other constituents. 

Unfortunately, these organizations often function like libraries in reverse. Valuable content is deposited every day but seldom withdrawn. The information is squirreled away in various data lockers accessible only with different keys controlled by different individuals and departments. Successful enterprises require timely and … Read More

Call for Speakers: Verint Engage21—Join Us May 19-21!

Calling all speakers!

Are you interested in presenting during a breakout session at Engage21, the industry’s premier customer engagement event? Verint is seeking customers and partners who would like to share their experiences, expertise, opinions, and best practices with other conference attendees.

There’s no bigger compliment to Verint than when our customers share their Verint success stories with others. Whether it’s your innovative use of Verint solutions, your knowledge of customer engagement trends and strategies, … Read More

Engage21 Registration Is Now Open—Join Us May 19-21!

It’s that time again—registration is now open for our annual Engage event! We will hold this event virtually again this year. Verint Engage21 is May 19-21, 2021.

We all know customer engagement is critical to business success, but it’s getting harder and harder. How can you consistently deliver a great experience and make smart decisions when you’re faced with so many complex journeys, skyrocketing customer expectations, a staggering amount of data, and a finite set … Read More

Verint Wins Multiple Awards for Excellence and Innovation in Customer Engagement

Verint announced today that its Customer Engagement Cloud Platform has been recognised as a leader by multiple industry sources* that honour excellence in a range of categories—from customer engagement cloud, workforce optimisation and knowledge management to voice self-service and text analytics. The honours are:

  • 2021 Stevie Awards for Sales and Customer Service: Verint’s Customer Engagement Cloud Platform was a winner in the Sales or Customer Service Solutions Technology Partner of the Year category.
Read More

Why 2021 Is the Year to Close the Engagement Capacity Gap

We are experiencing a once-in-a-lifetime opportunity to reimagine the customer environment. The capacity gap is an opportunity to reimagine the way you deliver service and relate to customers, and to do it on their terms. 

Brands today are challenged by dozens of engagement channels, many diverse customer journeys, millions of consumers of interactions – all handled within the same team and resources. This creates an Engagement Capacity Gap.

The Engagement Capacity Gap is the difference … Read More