Learn How to Modernize Your Voice Channel

With all the advances in digital channels now available to today’s customers, many contact center leaders are left wondering how they should adapt their voice channel to meet these rapidly changing needs.

One thing CX and contact center leaders need to realize, however, is that there are still many, many consumers who want to pick up the phone.

Your organization needs to deliver the same excellent level of customer service, regardless of the channel your customers choose.

So…you can’t just hang up on them.

What It Means to Modernize Your Voice Channel

At Verint, we believe that a truly modernized voice channel is an integral element to a thriving contact center operation.

When we say “modernize,” we mean providing your callers with AI-powered self-service with an intelligent virtual assistant in the voice channel, so that you can increase agent capacity and save money by containing more calls.

It also means making your live agents as efficient and capable as possible—because a modern voice channel still requires agents to handle the issues that truly need a human touch.

How to Modernize Your Channel

Now, you’ve probably got questions about how to modernize your voice channel. Let’s leave that to the Verint experts, who in this Master Class show you everything you need to know, alongside context from the latest research into consumer expectations.

Here are some of the questions from contact center leaders that we cover in this Master Class.

• Do customers really want to use AI?
• What’s wrong with my legacy IVR?
• What do customers want from the voice channel?
• How can we make our contact center agents’ jobs easier?
• Is AI a good investment for customer service?
• How can we avoid leaving people on hold?

We cover all these topics and provide a look at how Verint Intelligent Virtual Assistant works in the voice channel.

We’ll demonstrate how you can integrate AI-powered technology into your current voice channel—and we’ll also provide insight into the Verint Callback solution.

Watch the on-demand webinar today right here.