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Vericast Chooses Verint Customer Engagement Cloud Platform to Further Enhance Customer Experience at its Contact Centres

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Vericast, a leading marketing solutions company, together with its Harland Clarke contact centre solutions, has selected the Verint Customer Engagement Cloud Platform to enhance the agent and customer experience at its contact centres.

“We selected Verint due to the integrated nature of their solution and the holistic view they bring to customer, client and agent engagement,” said Barbara Riggan, VP of Technology, Vericast. “We are confident that moving to this solution will provide improved experiences … Read More

Engage21 Registration Is Now Open—Join Us May 19-21!

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It’s that time again—registration is now open for our annual Engage event! We will hold this event virtually again this year. Verint Engage21 is May 19-21, 2021.

We all know customer engagement is critical to business success, but it’s getting harder and harder. How can you consistently deliver a great experience and make smart decisions when you’re faced with so many complex journeys, skyrocketing customer expectations, a staggering amount of data, and a finite set … Read More

In conversation with Ryan Hollenbeck

In Conversation With . . . Ryan Hollenbeck and Audrey William

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In this the first episode of 2021 Martyn hands the baton over to guest host Audrey William, Principal Advisor at Ecosystm, for an in-depth conversation with our own Ryan Hollenbeck, Senior Vice President Global Marketing at Verint. Audrey and Ryan discuss the changing market conditions post 2020 and the impacts Covid-19 had on the industry. Ryan reveals that despite the disruption of last year, he has at least one happy memory from 2020 when he … 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

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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)

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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

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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

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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

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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

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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

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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