Channels and Routing

Engagement Channels

Customers are reaching out on a wider range of channels than ever before. Verint Channel Automation powers customer conversations over email, chat, Twitter DM, Facebook Messenger, and WhatsApp via a unified agent UI that allows the workforce to work seamlessly across channels.

Your organization can choose which combination of channels are most appropriate for your customer engagement strategy and add additional channels as necessary.

• Adopt a customer-centric channel engagement strategy.
• Empower consumers with asynchronous communication options.
• Engage on email, live chat, Facebook Messenger, WhatsApp, and Twitter DM.

Workforce Orchestration

Adding more engagement channels – which brands need to keep apace with customers’ growing digital preferences – can create silos. What’s more, these silos lead to a disjointed support offering as agents can’t work across channels or see the full engagement history.

Verint Channel Automation empowers brands to orchestrate the workforce across all engagement channels, dismantling both organizational and channel silos through connected customer engagements and workforce agility.

• Connect and display related customer interactions in a single pane.
• Provide full interaction history across proactive, self-service, and assisted journey.
• Deploy flexible workforce scheduling to break down workforce silos.

Intelligent Automation

To scale customer interactions, automation needs to be part of the workforce. Verint Channel Automation includes scalable conversational AI that can handle common customer inquiries and handoff to a human agent when needed.

• Combine adaptive automation and agent-assisted service so fewer inquiries need a human response.
• Improve response and resolution times for customers, decreasing service effort and increasing customer loyalty.
• Manage high-volume low-effort queries creating big savings in customer service costs.

Universal Routing

Verint’s Open CCaaS 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. Universal 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

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. 

Reduce Average Handle Time with the Self-Service and Agent Transfer Bots

Many customer journeys start with a self-service bot. At times, the interaction is transferred to an agent, who needs to fully understand the situation. Previously, the agent had to read a transcript of the bot conversation or, worse, ask the customer to repeat the information that was just relayed to the bot.  With Verint Self-Service & Agent Transfer Bots, the agent is presented with a summary of the self-service interaction, making it easy to quickly understand the reason for the transfer.