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Matt Pyke April 26, 2023

The Engagement Capacity Gap is the careful balance of three variables:

  1. Time, a fixed constant
  2. Rising customer expectations
  3. Constrained budgets and resources

Verint closes the Engagement Capacity Gap for our customers as they face the expectations of budget constraints and the constant of time. With that being laid out, let’s look at the word engagement.

Engagement (noun): The action of engaging or the state of being engaged.

While that’s a pretty simple definition, there are four types of customer engagement we can consider. Verint helps deliver on all four, either as part of the Verint Platform or with help from our partners. These four types are:

  1. Contextual engagement
  2. Engagement of convenience
  3. Emotional engagement
  4. Social engagement

We’ll look at each one briefly. This is not an exhaustive deep dive but concepts to consider as we engage with customers, partners, fellow employees, and so on.

Regarding contextual engagement, we can see this across many capabilities and solutions at Verint. Verint Work Assist is a prime example of being able to deliver work to a user in the moment—driven by supporting relevant data and APIs from other Verint platform capabilities—leading to the addressing of compliance issues and potentially missing data. Partners extend this engagement by offering additional data sources for context and enhance some of the stored context that Verint has—thus helping to close the Engagement Capacity Gap.

Engagement of convenience—fairly simply, it can be described as the availability of data to any user type when it is needed. Marketeers use this to pop an ad for an associated item or make it easier to buy. In customer service, it can be used to pop relevant, helpful options to engage or deliver an answer. Verint Intelligent Virtual Assistants connected to associated supporting information like Verint Knowledge Management or Verint Experience Management or relevant escalation options can provide what the user needs faster, in the moment—and this can lead to less frustration and reduced contact to the business. Closing the Engagement Capacity Gap.

Emotional engagement, in the contact center, is helping the agent develop a level of empathy that better serves the complex needs of today’s customers. An example of what Verint can do is providing sentiment on an engagement so that the interaction can flow more efficiently for each party. Partners help augment this more difficult scenario for real time and post analysis of engagements. For example, partners can provide real-time tone from the customer, which helps inform the agent of how best to empathize and engage—thus closing the Engagement Capacity Gap.

Growing in popularity, social engagement is the ability to engage beyond the traditional engagement channels on any social channel—user to user, user with bot/IVA, etc. No doubt more will come. Verint has that engagement covered with a wide variety of social channels, and our partners help us expand those options to extend reach and functionality—and again, close the Engagement Capacity Gap.

I hope this has offered some insight into how we engage with partners in the Platform Extension Program across the varying engagement types as we encourage them to build additional value attached to the Verint Platform using our open APIs—and then publish them in the Verint Marketplace.

Learn about the Verint partner ecosystem—and what you can gain from it—by exploring the content from the Verint Marketplace Technology Partner Showcase, held live April 19-20!