We have been able to take the suite of tools that we have with Verint engagement management, and it’s created a dashboard for our agents, so no matter what type of calls or contacts, for that matter, come in, we can ensure that the interaction is handled exactly the same every time. We really been able to truly improve and deliver the same experience no matter what channel the customer comes, whether it’s email, chat, … Read More
Artificial intelligence has left the research laboratories and entered real-world applications across many industries, delivering significant value. A good example is the enterprise virtual assistance (VA) space, where I recently created an Ovum Decision Matrix (ODM) to compare vendor products side by side.
In recent years, the use of AI in what we now call intelligent virtual assistants (IVAs) has been transformative. Through digital transformation, more business is moving online to the cloud and off … Read More
Sydney, NSW Australia , October 17, 2019 — Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, today announced that it has been recognised as a voice biometrics leader in a recent survey by Opus Research. Citing Verint’s depth of products and services, the Opus Research 2019 Intelligent Authentication and Voice Biometrics Intelliview notes the strengths of Verint’s Identity Analytics solutions that help organisations improve security and fight fraud.
The solution leverages the recording … Read More
I could not recall my mother-in-law’s Finnish maiden name and if I did, I probably would not be able to pronounce it. Despite my pleas that my wife would have no objection to my speaking on her behalf, the agent was having none of it. I had to accurately answer the question. That was the rule.
It is not a great way to start off the customer interaction by challenging the caller’s identity — people … Read More