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

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

Competing with Convenience: Why Health Insurers Must Automate to Keep Their Members

As digital technology continues to reshape all facets of our daily lives, few industries remain unaffected by the need to innovate to meet consumer demands and remain competitive. While some health insurers are leading the pack with their strategies, others are still seeking the right path in their digital transformation.

Although member service concerns vary, there are a few universal concerns felt by all in the health insurance industry, including providing effective education and support … Read More

5 Proven Ways Knowledge Management Improves CX

Knowledge management (KM) offers a single source of truth to efficiently deliver answers to questions. By helping connect people to information, KM has numerous benefits to help you improve customer experience and save money.

WATCH THE VIDEO: Top 5 Benefits of Knowledge Management

Benefits of knowledge management include:

  1. Lower average handle time
  2. Provide consistent information
  3. Lower contact volume
  4. Reduced escalations
  5. Increased first contact resolution

In this blog, we share some of the key benefits of … Read More

Automated Quality: Building a Compliance Culture | Verint Virtual On-Demand

One of our top sessions from Verint Virtual 2020 is now available on demand! Join Siobhan Miller, VP Portfolio Market Strategy, as she showcases how to use automated quality management (AQM) to build a compliance culture.

Verint’s customers have successfully been using AQM to improve agent performance and improve interactions with their respective customers. After listening to feedback from these customers, we have learned that they are experiencing a variety of compliance challenges.

In this … Read More

Contact Centre Automation: Moving to the Head of the 2020 Class

While the term “reimagining” has been a commonly used buzzword in the contact centre industry for years, and one that I’m guilty of using myself in the past, the current coronavirus crisis has forced the industry to move quickly from the realm of imagination to the hard truth of reality.

Artificial intelligence (AI) is a technology category that the contact centre has been fascinated by for the past several years, without feeling any pressure to … Read More

Did You Hear? Verint AI and Analytics Solutions Receive Highest Customer Satisfaction Scores in New Report

Good news!

Last week Verint announced its AI and analytics solutions achieved the highest customer rating for overall vendor satisfaction and top customer satisfaction scores on 25 vendor, product capability and product effectiveness criteria—surveyed in DMG Consulting LLC’s new 2020 Interaction Analytics Product and Market Report*.

In addition, Verint represents the largest market share by number of customers and achieved the greatest increase in number of customers among vendors named in the report’s market activity … Read More

In Times of Change, Listen, Adapt and Respond

The uncertainty of today’s world has had an incredible impact on employees and the customers they serve. Due to these circumstances, personalised and agile customer experience and marketing strategies are needed more than ever before.

Like so many organisations, Verint has rolled with the punches and adapted to change. We’ve listened to our customers and made some changes to help them adapt to this new reality—likely you have done the same.

Perhaps you have discovered—as … Read More

Three Recommendations for Managing Work-from Home Employees

Recently, Verint customer, John Barker, Managing Director at Capita, a large UK business process outsourcer, shared his story at Verint Virtual. As part of his session, From -11 NPS to +79 NPS: The Back-Office Gets It Done with 
Work Manager!
, he made three recommendations for organizations managing a remote/work-from-home workforce.

  1. Simplify your end-to-end processes and reduce the number of handoffs between colleagues.
  2. Measure people on the outcomes which they deliver rather than presentee-ism or
Read More