Verint

Verint offers a suite of tools to automate and augment customer interactions with AI-powered solutions. With its open CCaaS platform, companies can automate more of the customer experience (CX), cut costs and achieve measurable business results.

Verint is designed to work with existing contact center systems, giving companies flexibility and modularity. That means they can add AI capabilities gradually without having to replace their entire existing infrastructure. Among the features:

• Verint Da Vinci: Brings AI straight into the workflow to optimize efficiency and effectiveness.
• Engagement Data Hub: Consolidates interaction and experience data for analysis and ROI.
• Forecasting and Scheduling: Predicts demand and schedules employees to meet customer needs.
• Quality and Compliance: Monitors interactions for quality and ensures adherence to processes and procedures.
• Coaching Bots: Offers employees real-time guidance to improve the customer experience.
• Channel Automation: Integrates customer interactions across voice and digital channels.
• Analytics and Insights: Offers actionable insights to reduce costs and improve CX.
• Telephony and Digital Channels: Offers customers self-service options across multiple channels.
• Voice of the Customer: Consolidates and analyzes customer feedback to drive business improvements.

Verint hybrid cloud solutions let companies tap into AI innovations without the hassle and delay of migration projects, and they span on-premises and cloud-based systems. That means companies can gradually add special-purpose bots and apps, with immediate business results.

Verint has won recognition from industry analysts like Gartner, Opus Research and IDC for its ability to improve customer experience through automation. One notable customer is Google, which uses Verint for workforce management and forecasting.

Pricing isn't clear, but companies can expect a customized approach depending on their needs and requirements. Verint offers a demo for those who want to see the platform in action.

Verint is a good fit for companies that want to automate and improve customer interactions with AI-powered tools, especially those that want flexibility and modularity in their contact center infrastructure.

Published on July 31, 2024