Operation Visualizer - Verint

How Transparent are Your Back-Office Operations?

Because of operational silos, disparate systems, complex work, multiple locations, and remote workers, many back-office lack the operational visibility and data they need to answer this very basic question.  

In fact, in a 2018 survey of back-office managers and directors, only 20% said they had an automated operational dashboard of team/organizational performance, and only 12% had automated performance scorecards for individual employees.1 

Creating a Holistic Picture

There are digital solutions that can capture employee … Read More

Verint Financial Compliance

Verint Financial Compliance Named Best Data Management Partner for Regulatory Compliance

Verint®  today announced its Financial Compliance solution has won the Data Management Partner for Regulatory Compliance category in Central Banking’s 2020 Fintech & RegTech Global Awards. The program recognizes innovation in financial and regulatory technology products and policy, results achieved through partnerships and celebrates the best work among central banks, financial regulators and the broader practitioner market.

Verint has been acknowledged for its innovative financial compliance solutions and proven track record in helping central … 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

How to Build a Successful Online Community | Verint

How to Build a Successful Online Community—We’ll Tell You!

Communities are a great way for customers to self-serve, connect with other customers, learn and share best practices, and engage in peer to peer support 24-7. Many of you know this from personal (and professional) experience.

For businesses, online community improve customer service experiences, enable a scalable and sustainable engagement model for support and marketing, and establish a trusted channel to listen and respond to the needs and wants of their customers.

Verint’s Jon Allen … Read More

Omdia Ranks Experience Cloud as an XM “Market Leader” | Verint

Did You Hear? Omdia Ranks Experience Cloud as an XM “Market Leader”

Tech analyst firm Omdia (formerly Ovum Research) has given Verint an “advanced capability or breadth” rating in AI-enabled platforms for its experience cloud solution. The firm recently released its “Market Radar: AI-enabled Experience Management Platforms” report, which evaluates vendors on their ability to support continuous customer engagement improvement.

Verint Experience Cloud received the highest “advanced capability or breadth” rating on multiple criteria. Omdia cited several strengths, including:

  • A unified XM platform on a common codebase
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Happy CX Day and Customer Service Week!

Happy CX Day and Customer Service Week!

CX Day and Customer Service Week are times for customer experience and customer service professionals to come together. It is a day to celebrate our success. To share impacts of our peers on their organizations and the profession. These celebrations give us an opportunity to honor our team members, and it keeps us connected to the global conversation about customer experience.

But these events are a time to celebrate our customers. The people for whom … Read More

Top 10 Best Practices for Optimising Post-Call Interaction Surveys Using IVR (Part Two)

In our previous blog, we shared 5 best practices for optimising your IVR surveys to improve post-call interaction, increase revenue, and decrease costs. Check them out if you haven’t! In this blog we’ll explore five more. 

6. Provide a recorded message of the CEO explaining the importance of the feedback 

If your CEO is willing, include a short message from him or her at the beginning of the survey, letting customers know they … Read More

Top 10 Best Practices for Optimising Post-Call Interaction Surveys Using IVR

Contact centres around the globe have been inundated with questions about the COVID-19 pandemic from customers who are experiencing unprecedented stress and uncertainty. Those customer questions are being answered by agents who might be working from home for the first time. Some companies have even been taking employees from other functions, such as bank branch employees, and having them answer calls. 

Amidst all these changes, do you give those customers the chance to tell you … Read More

Top Tips for Banks to Know for Reopening After COVID-19

The pandemic has undoubtedly shaken up the way financial institutions do business; the physical delivery of retail banking, the financial lives of customers, and relationships with employees are all forging new normals. 

Adjusting to these new processes means addressing the potential risks prevalent in the current business environment as banks begin to reopen their doors. 

So, what are the key things to understand about reopening to the public? That was the subject of a recent Verint … 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
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