Channels & Desktop
Unlock complete CX flexibility with a single agent desktop for any voice or digital channel and add automation to generate AI business outcomes.
AI Business Outcomes From Verint Customers
$10M Saved
An auto club automated >2 million voice interactions, achieving a 50% containment rate
$2.5M Saved
An airline automated 4 million digital interactions, achieving a 85% containment rate
Why Verint Channels & Desktop?
Verint Channels & Desktop supports a differentiated approach for maximum flexibility. By supporting your journey, at your pace with no rip and replace, you get AI outcomes now without disruption. Mix and match AI-powered Verint solutions with existing contact center investments.
- Add automation to existing desktop with Agent Copilot Bots
- Automate digital and voice channels with Verint IVA
- Keep your telephony but modernize your desktop and channels
A Single Agent Desktop for Voice and Digital Channels
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Unified Agent Desktop
Unify customer interactions across telephony and digital channels in a single agent workspace for better flexibility, agility, and agent capacity.
- Simplify customer engagement across all channels with a single agent experience and omnichannel workflows.
- Orchestrate the workforce across all engagement channels, dismantling silos and improving workforce agility.
- A unified view of customer interactions helps agents provide more consistent and accurate responses.
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Digital Engagement Channels
Support seamless customer experiences across digital channels, such as Facebook Messenger, WhatsApp, X Direct Messages (formerly Twitter DM), email and live chat.
- Enhance customer loyalty by delivering personalized customer experiences on your customers channels of choice.
- Leverage the power of AI to automate customer experience across digital channels, improving customer satisfaction and reducing support costs.
- AI-powered routing works across digital channels to ensure customers reach the right resource at the right time for improved first contact resolution.
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Verint Voice Channel
Have complete freedom of choice over your telephony while using Verint Open Platform capabilities to deliver AI business outcomes, now.
- Complete flexibility to keep your own ACD, bring your own ACD, or use our native Verint Voice Channel.
- Verint IVA Voice enables AI-powered self-service over telephony and voice-enabled channels, increasing containment by at least 20%.
- Add the power of Verint Callback to your voice channel to manage spikes in call volume, lower abandonment rates and improve the agent and customer experience.
Discover How AI is Changing Self-Service
Brands using AI have better first contact resolution, improved containment rates and are much more confident in their ability to meet future customer expectations.
Read the full report to discover how brands are deploying AI for self-service and their plans for further investment.
Deliver AI Business Outcomes Across Voice and Digital Channels
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Verint Intelligent Virtual Assistant
Deliver personalized self-service experiences over your voice or digital channels to effectively contain customer inquiries and reduce agent workload, continuously improving effectiveness through AI.
- Leverage the power of Verint IVA with pre-built, industry-specific natural language understanding (NLU) models to handle common customer inquiries.
- There’s no need to rip and replace, you can modernize your legacy IVR with Verint IVA Voice without disruption.
- Increase self-service team capacity by automating the manual workflows that are usually required to build, manage and refine conversational flows.
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Verint Agent Copilot Bots
Automate manual micro-workflows and double your contact center agent capacity with Verint Agent Copilot Bots. Whether you’re looking to increase sales, reduce after call work, or shorten the time support agents spend looking for information, we’ve got a bot for that.
- Interaction Wrap Up Bot uses generative AI to automatically craft a call summary at the conclusion of an interaction, dramatically reducing after-call work.
- Smart Transfer Bot routes interactions with full context, reducing each assisted service call by about 30 seconds and can increase agent capacity by 10%.
- Verint Coaching Bots provide the assistance your agents need, in real-time and based on your business priorities, so you can reduce average handle time, increase revenue and improve customer satisfaction.
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Verint Knowledge Management
Our market-leading knowledge management provides a single source of truth for your agents and intelligent virtual assistants for stronger AI outcomes.
- Use Verint Knowledge Management with any agent desktop environment to provide agents with the contextual knowledge they need through AI-powered search to increase agent capacity.
- Improve IVA containment rates with an accurate, single source of truth that can be used to source conversational answers and increase IVA intelligence.
- Use AI-powered search to ensure agents have the right information at the right time to deliver the best possible service.
Part of Verint Open Platform
Verint elevates every experience with an open approach to customer engagement. Powered by Verint Da Vinci AI, the Open Platform works with your existing ecosystem to drive CX automation while seamlessly delivering experiences across channels and uniquely supporting your workforce of humans and bots at scale.
Start Now and See Value Quickly with Verint Channels & Desktop
- Need to modernize your IVR with existing telephony and desktop? No problem
- Need to add automation to your digital channels? No problem
- Need to modernize your voice channels? No problem
- Need to upgrade to a unified desktop? No problem
- Need CX automation without disruption to existing workflows? No problem
Drive AI Business Outcomes, Now
Keep your existing systems: No matter what your current ecosystem looks like today – on-premise, in the cloud, or a hybrid – you can add bots and functionality without having to rip and replace.
AI at your fingertips: Our bots fit seamlessly into your existing workflows and management processes, placing AI at your agents’ and managers’ fingertips.
Start at your own pace: You can pick and choose the bots or solutions to automate the CX workflows that are most important to you. Start small with one bot and grow from there.
CX Automation Insights
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FAQs on Digital Engagement
Digital engagement is the method of interacting with customers over digital channels, such as email, private messaging, and live chat to build relationships, power digital customer service, and drive customer loyalty.
Customers expect to interact with brands in much the same way they do with friends and family. This means that businesses must engage across a wider range of channels than ever before. From live chat to messaging apps, email to social media, customers have the same expectations of an effortless experience regardless of channel.
Organizations need a new approach to help manage this growing customer preference – one that allows them to meet increasing customer expectations and interactions while breaking down workforce silos that can result when new channels are added – making it possible for brands to engage in a truly omnichannel way.
Digital engagement channels include your brand’s website, online community, social media channels, private messaging apps, email, and live chat channels.
Customer engagement starts here.
Learn how Verint solutions are driving meaningful business outcomes across industries. Contact a Verint representative today.
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