Channel Automation

Unify customer interactions across telephony and digital channels in a single agent workspace to power consistent conversations, leverage automation, and deploy staff flexibly all with fewer resources and less effort.

Verint Channel Automation helps you deliver exceptional customer experiences

  • Provide seamless omnichannel engagement

    Verint Channel Automation enables agents to handle conversations seamlessly across telephony and digital channels, such as Facebook Messenger, WhatsApp, Twitter DM, email and live chat.

  • Automate CX at scale

    Leverage the power of conversational AI with pre-built, industry-specific natural language understanding (NLU) models to handle common customer inquiries, with agent handoff only a step away.

  • Empower the workforce across channels

    Channel Automation makes it easy to orchestrate the workforce across all engagement channels, dismantling both organizational and channel silos, and enabling seamless customer experiences.

The four steps to engage customers at scale with Channel Automation

  • AI-Powered Routing

    Verint’s Open Platform includes powerful AI capabilities that harness back-end data to gain full contextual understanding of customer intents. This information feeds into routing decisions to ensure the right agent at the right time, regardless of channel, is engaged.

    Routing decisions can be made based on multiple factors such as channel, interaction type, intent and customer status. AI-Powered Routing takes numerous factors into consideration for routing, prioritization, and queuing, such as:

    • Natural language understanding (NLU) intent detection
    • Intelligent Virtual Assistant interactions
    • Voice CTI data
    • Forecasted agent workload
    • Agent schedule and availability

Customers now expect great experiences in the channel of their choice

  • 56%

    of customers under the age of 45 prefer to ask questions through digital engagement vs traditional channels.

  • 64%

    of consumers have stopped doing business with a company due to a poor customer experience.

  • 78%

    of consumers give an above-average rating if they have an amazing digital customer experience.

Enable Seamless CX at Scale with Verint AI-Powered Bots

  • Reduce Inbound Volume and Improve CSAT with Verint Containment Bots

    The Verint Voice and Digital Containment Bot uses NLU-based AI to efficiently automate conversations with customers across digital and voice channels. With this bot, brands can provide personalized self-service experiences so they can resolve customer queries, and identify which interactions should be escalated to assisted service. 

To deliver superior CX, you need a solution that puts CX first 

If you’ve tried CCaaS solutions to simplify your customer engagement, you may have found them to be inadequate. Traditional CCaaS solutions were built around telephony platforms, while today’s customer is digital-first, preferring to engage with businesses on their channel of choice, such as messaging apps, live chat, or email.

With Verint Channel Automation, you can use any digital channel your customers want to engage on and handle interactions at scale with intelligent automation. Further, the workforce can be orchestrated to work seamlessly across channels from a single pane experience, while contextual knowledge provides consistency of response across a workforce of both humans and bots.

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Elevate Customer Experience With Verint Solutions

  • Engagement Channels

    Through private messaging, live chat, brand communities, or other channels, Verint ensures great experiences across all your customer conversations.
  • Conversational AI

    Harnesses conversational AI to scale customer conversations across all your engagement channels – from voice to digital.
  • Knowledge Management

    Leverage a single source of truth and provide automated just-in-time knowledge to deliver exceptional customer experiences.

Recommended Channel Automation Resources