Verint Engagement Data Management: The Enterprise Pipe Dream Realised

According to the Merriam-Webster dictionary, a pipe dream is an illusory or fantastic hope or plan. Dictionary.com also defines a pipe dream as any fantastic notion or hope. I believe today’s enterprise would define a pipe dream as the ability to bring together customer interaction data from various silos throughout the organisation into a single hub, normalise the data and make it available in a usable form to the various organisational functions and departments.  

The … Read More

Verint Expands APAC Customer Engagement Market Leadership

Did You Hear? Verint Expands Customer Engagement Market Leadership in Asia Pacific

Good news!

Frost & Sullivan has ranked Verint first in Asia Pacific market share for cloud and on-premises workforce management, quality monitoring, and analytics. The firm also named Verint Contact Centre Optimization Solution of the Year.

The report credited Verint with a market share that is significantly higher than the number two competitor, across the three combined contact centre technologies. Verint was recognised as leading the Workforce Management (WFM), Quality Monitoring (QM) and Analytics segments … Read More

Did You Hear? Newsela Selects Cloud-based Verint Community

Good news!

Newsela has expanded its reach to educators nationwide with the open, flexible Verint Community that gives teachers a trusted source to get information, collaborate, find support from fellow educators, and share ideas and best practices easily.

Newsela takes authentic, real-world content from trusted sources and makes it instruction-ready for K-12 classrooms. More than 2.5 million teachers and 37 million students have registered with Newsela for content that’s personalized to student interests, accessible to … Read More

Digital Transformation in Banking: Technology Innovation Key to Survival

Digital transformation is a phrase that spans many industries but for financial institutions, it largely refers to the shift to online and mobile services—a transition that has been sped up by the COVID-19 pandemic. 

The abrupt, forced shift to social distancing measures, bank closures and virtual services left many banks and credit unions scrambling to adopt the new technologies that made this transition possible. As consumer needs and wants pivoted, competition among financial institutions intensified … Read More

Did You Hear? Verint Unveils Engagement Data Management

Good news!

Verint unveiled the industry’s first offering specifically designed to help create an enterprise-wide interaction data hub—Engagement Data Management (EDM), the latest addition to its open cloud platform.

Verint EDMTM is the first solution to enable organizations to gain a uniform and cohesive view of interaction data across the organization’s many data silos created by the growing number of communication and collaboration platforms. The interaction data may reside in disparate systems, departments or … Read More

Verint Unveils Engagement Data Management, the Latest Addition to its Open Cloud Platform

Industry’s First Offering Specifically Designed to Help Create an Enterprise-wide Interaction Data Hub. Open Cloud Architecture and Usage-based Pricing Model Make the Solution Ideal for Enterprise IT Organizations and System Integrators

Verint®, The Customer Engagement Company, today launched its Engagement Data Management (EDM) solution, part of the Verint Cloud Platform. Verint EDM is the first solution to enable organizations to gain a uniform and cohesive view of interaction data across … Read More

Smaart Recruitment Annual Contact Centre Best Practice report

For the last couple of years, Smaart Recruitment have released their Annual Contact Centre Best Practice report and this year Verint had been invited to add commentary to the technology section.

The report has been collated from over 200 different data points with responses received from 165 separate organisations, giving unique insights into the operational effectiveness of Australian Contact Centres.

The full report takes a deep dive into the areas that contact centre leaders believe … Read More

Verint Introduces Digital Behavior Analytics to Understand How Customers Navigate Digital Properties and to Enhance the Quality of Customer Experiences

Organizations Gain Newfound Visibility into Customer Journeys to Speed Issue Resolution and Improve Business Outcomes 

This month, Verint announced the addition of Digital Behavior Analytics to its Experience Cloud solution, creating a deep, insightful, and comprehensive view of digital customer interactions. The new solution captures and tracks millions of clicks, gestures, taps, and other actions so organizations can see and analyze how customers navigate digital properties, automate how they find and fix problems, and vastly … Read More

Navigate the Unknown and Thrive

In this final article of the series, Steve Bell, Vice President EMEA Solutions Consulting, Verint, reveals how a cloud-powered customer engagement and workforce management strategy enables you to innovate faster and pivot at pace to whatever the future may hold.

Read part one and part two.

It’s easier to predict next month’s lottery numbers than it is to forecast what the post-pandemic future will be like. When the dust finally settles on COVID-19, your … Read More

4 Tips You Need to Consider When Building a Digital Community

Social customer communities have quickly become a necessary component in any self-service stack. As more companies prioritize this essential functionality, it’s important to remember that customer experience and customer-experience software are not one and the same. When it comes to community building, community dynamics are as equally crucial as software functionality.  

As you set out on your journey to build a world-class community for your customers, start with a keen focus on these four elements … Read More