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

Sara Harrup - In conversation With-03

In Conversation With . . . Sara Harrup

Last week, Verint’s Australian operations announced a new community partnership with Foodbank Queensland. In this special episode of the podcast, Martyn Riddle talks to Sara Harrup, the CEO of Foodbank Queensland, on how the organisation has adapted to meet the changed conditions and increased demand brought about by the pandemic.

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In conversation with Read More

When Citizens Turn to Government, Does Government Deliver? New E-Gov Index

New data from the Verint Experience Index: E-Gov report for January – June 2020 shows that when COVID-19 changed everything earlier this year, people looked to federal agencies for information and assistance. One important proof point was our survey response rate, which increased dramatically over previous years, as citizens were eager to share opinions about their experiences.

How did agencies respond to increased demand while also coping with their own internal challenges brought on by … Read More

Get Automation Right from the Start with AI Blueprint

You wouldn’t head into the wilderness without a map—by the same token, you shouldn’t deploy an AI initiative without having a clear idea of where you are and where you’re heading.

You need to know how automation will best benefit your bottom line, your employees’ productivity, and, of course, the customer experience.

Here’s the thing—your customers are already giving you all the direction and landmarks to guide your journey. It’s all found in the data … Read More

In Conversation With . . . Chris Harwood

In Conversation With . . . Chris Harwood

With the prolonged pandemic taking its toll on mental and emotional health, as well as physical, around the world, support services have been inundated with calls for help and support. In this poignant episode, Martyn Riddle chats with Chris Harwood from the Australian charity Lifeline on the impact the virus has had on their operations and how they have scaled up to meet the escalating demand for their services.

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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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In conversation with David Sheiff

In conversation with . . . David Shieff

In this episode Martyn hands the baton over to guest host Ian Harrison, Verint’s Director, Customer Experience Optimisation, for an in-depth conversation with David Shieff, Founder and Director of New Zealand Analytical Consultancy firm Incisive. Ian and David discuss the pre requisites for succeeding in an age of disruption and rapid change, and the ability to see sooner and act faster with strategic decisions based on robust data insights and foresight. David reveals his top … Read More

In conversation with Sri Annaswarmy

In conversation with. . . Sri Annaswamy

After a month away, during which the host Martyn Riddle underwent knee replacement surgery, the Verint podcast is back, with added titanium!! For our return episode, we chat with Sri Annaswamy, Founder and Director of Swamy & Associates, on all things AI, ML, GPT, RPA and a host of other over-used acronyms.

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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