Google Deploys Verint’s Solution to Manage Hundreds of Million Conversations (Workforce Management)

Hi, I’m Rajeev Shrivastava. I am the co-lead and general manager for Customer Conversations Platform at Google. Google is looking to use the Verint solution to help, plan, and manage our workforce which is distributed across the globe. Google is a large company. We are now supporting $160 billion plus revenue, and this workforce is located in 50 plus locations around the world.

For us to better plan and forecast … Read More

Knowledge Management Expansion with Avaya

Verint and Avaya Expand Partnership to Bring AI-Based Knowledge Management to Organizations Worldwide, for Better Employee and Customer Experiences

Verint Knowledge Management Tightly Integrated with Avaya OneCloud CCaaS Contact Center Solution

Verint today announced an expanded partnership with Avaya, a global leader in solutions to enhance and simplify communications and collaboration, to integrate Verint Knowledge Management with Avaya OneCloud CCaaS, a modern browser-based desktop that consolidates relevant customer details, including customer journey touchpoints, and frequently used applications into a consolidated view to increase customer responsiveness, eliminate screen switching and personalize customer interactions.

Through this … Read More

The 4 Phases of Organisational Response to the Coronavirus Pandemic

And 4 best practice tips to smooth transitions

In a recent webinar, How Work-from-Home Demands Are Accelerating Automation in the Back Office, Craig Seebach, VP Strategy, Workforce Engagement at Verint, and Daniel Peled, VP of Channels at Kryon Systems, discussed how companies are responding to the many changes caused by the coronavirus pandemic. Craig outlined four phases of response.

  1. Physically move employees to work-from-home.
  2. Ensure success of employees in a new role and/or
Read More

How to Automate Call Deflection Quickly in a Crisis

As a result of the COVID-19 crisis, you’re likely experiencing a high volume of customer calls. Your agents are now remote and overwhelmed by the changed work environment and new customer questions. 

Long wait times and lack of access to answers could negatively impact your customers’ experience in a time when they are likely to remember who helped and who frustrated them. 

If your agents are overwhelmed and have limited access to systems, your best … Read More

Why companies should prioritise compliance during a worldwide pandemic?

By Manish Shah, Vice President for Southeast Asia, Customer Engagement Solutions at Verint Systems.

Financial institutions around the world are facing greater operational and compliance risks with the emergence of the recent pandemic, Covid-19. Financial authorities and organisations everywhere are acknowledging these difficulties with the US Securities and Exchange Commission offering relief and guidance to registered funds and their investment advisers. In the EU, financial authorities have provided initial guidance to ensure continuity of business … Read More

Webinar – Introducing Microsoft Teams Communications Capture

Introducing Microsoft Teams Communications Capture

Tuesday, 26 May 2020 | Duration: 30 mins

11:00AM IST | 1:30PM SGT | 3:30PM AEDT

The seismic impact of the coronavirus has seen many organisations ramp up their use of Microsoft Teams to assist as they transition employees to work from home. However, these organisations need to ensure that regulated transactions and interactions conform to compliance standards and that accurate records are maintained of all communications. That is no … Read More

Knowledge Management Gets Smarter

Knowledge management has become an essential solution to the contact center industry given its important role in both the customer experience and the employee experience. Providing a fast and efficient way to connect employees and customers to the knowledge they need is no longer a customer service luxury—it is a customer experience necessity.  

Proprietary 2019 Saddletree Research data indicates that 62 percent of the industry is currently using knowledge management software and an additional … Read More

2019 Trends for Contact Centers with Cloud Solutions

A recent study found new technologies and sourcing options, like the cloud, have created great opportunities and some confusion for contact center leaders. Call centers are experiencing several real and perceived obstacles to cloud transformation, such as access to desired features, security and reliability, ease of migration, and integration with existing technology and applications.

Let’s take a look . . .

  1. Don’t Settle for Feature Limitations 

In a survey of contact center leaders, … Read More

The Next Evolution of Desktop Analytics

Desktop Analytics solutions are veterans of the call center industry, having been around for close to 10 years. However, new features are enabling organizations to leverage the insights captured in new and exciting ways.

Fundamentally, Desktop Analytics has three core capabilities:

  1. Capture activity and application use directly from the employee desktop without any integration with the systems and applications being used. This is handy, especially in back offices where legacy systems make it difficult to
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Vivat Elevates CX and NPS while Optimising Costs with Verint Knowledge Management

The company’s goal is to become the most digital insurer in the Netherlands — its 300 contact centre agents handle more than 1.2 million customer contacts each year. While these conversations are mostly via telephone, there is an increasing demand for chat.

Vivat deployed Verint Knowledge Management to help its agents gain easier access to information, elevate the customer experience, increase its Net Promoter Score, and optimize costs.

Watch the customer story video.… Read More