Did You Hear? Verint Completes Acquisition of Conversocial

Verint recently announced the completion of the previously announced transaction to acquire Conversocial, a leader in conversational customer experience delivered over messaging channels.

On August 10, Verint issued a release, Verint Expands its Cloud Platform Capabilities to Help Brands Accelerate Digital-First Customer Engagement, stating its intent to acquire the leading conversational messaging company. Conversocial solutions help leading brands such as Google, Sephora, British Airways, and Hertz build and scale relationships through the personal touch … 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

Renegade Thinkers Unite! Being a Groundbreaking B2B CMO (podcast)

More than ever before, agility is a prerequisite for success. This was definitely true for Verint over the last 18 months. In the midst of worldwide pandemic-related upheaval, Verint completed a massive spin-off earlier this year of its cybersecurity services, cementing itself as a pure-play customer engagement brand.

Verint Chief Marketing Officer, Celia Fleischaker, stepped into Verint about a year ago and took on that major challenge. In this podcast you’ll hear how Celia moved … 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

Engage21 On-Demand: Explore Self Service for 2021 and Beyond

Self-service is a hot topic in 2021! From chatbots to AI, machine learning, knowledge management and more, self-service is influencing the way customers interact with businesses. Through multiple communication channels such as virtual assistants, chat, and surveys, you can understand customer and employee questions—and respond quickly and effectively with self-service. And if you don’t know by now, self-service solutions are essential to elevating the customer experience and improving operational efficiency.  

We recently highlighted some … Read More

Did You Hear? For the Fourth Consecutive Year, Verint Wins AI Breakthrough Award for Excellence and Innovation

Verint recently announced it won an AI Breakthrough Award for excellence and innovation in artificial intelligence (AI). Verint Intelligent Virtual Assistant Professional (IVA Pro) PackageTM—Verint’s low-code conversational AI offering—is the winner of the “Best Virtual Agent Solution” award.

Earning its fourth consecutive AI Breakthrough Award, the company previously won “Best AI-based Solution for Customer Service” in 2020, “Best Chatbot Solution” in 2019, and “Best Overall AI Solution” in 2018. The mission of the … Read More

Driving CX Leadership at Atlantic Union Bank

For the second year in a row Verint pulled off another amazing virtual conference. Engage21 was held May 19-21 for thousands of participants representing over 80 countries. The theme of Boundless Possibilities was addressed in over 60 keynote, breakout, and educational sessions.  

As a longtime industry analyst that has followed the contact center industry from the 10,000-foot level, I really enjoy the case studies. Let me share some highlights from the “CX Leadership: A Conversation” … Read More

How Councils Are Using the Pandemic to Reset and Reimagine

The global pandemic has forced both the private and public sectors to completely rethink how they work.

Recently I took part in a public sector roundtable discussion that featured public sector leaders from across the United Kingdom.

Local government has been forced, by necessity, to innovate at unprecedented speed. The panel took a look back at the challenges and accomplishments of the last 16 months—and looked ahead to what might be next.

Read more.… Read More

Verint Only Vendor Recognised by Gartner in Both the Magic Quadrant for CRM Customer Engagement Centre and the Magic Quadrant for Workforce Engagement Management for Fourth Consecutive Year

Verint announced its recognition in Gartner, Inc.’s Magic Quadrant for the CRM Customer Engagement Center1 (CEC) report, published June 15, 2021, by the research and advisory firm. In addition to being recognised in this report, the firm also named Verint a Leader in its 2021 Magic Quadrant for Workforce Engagement Management2 (WEM) research earlier this year.

In this month’s CEC report, Verint was evaluated on 16 criteria across two key areas—ability to execute and … Read More

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