Modernize Your Voice Channel

Verint IVA Voice

Drastically improve self-service containment and increase contact center capacity by augmenting your existing IVR with a best-of-breed, AI-powered intelligent virtual assistant.

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AI Business Outcomes from Verint Customers

$10.5M Saved

A telecommunications brand achieved over 50% containment of calls, containing 3.5M interactions annually.

Deliver faster and stronger outcomes with IVA Voice

Easily upgrade your voice channel

You don’t have to rip and replace your existing voice ecosystem to deploy Verint IVA Voice. Rather, IVA Voice can easily augment your existing IVR flows, without disruption or any long and expensive, infrastructure changes. You can start small, validate the outcomes, and scale at your own pace.

Drive next-level containment

To decrease the volume of calls reaching your busy contact center agent, Verint IVA Voice delivers industry-leading containment and advanced self-service to give customers the information and resolution they need.

Increase contact center capacity

Verint IVA Voice makes sure your customers’ journeys are intelligently routed to the correct agent or source of information, so they don’t waste their own time, or your agents’ time. IVA Voice makes every agent your best agent by giving them the context needed to handle a wide range of customer issues.

Deliver a better voice experience with Bots

Smart Transfer Bot

From the moment an interaction begins, the Smart Transfer Bot – part of Verint IVA Voice – ensures the next step is the right step, whether that’s asking for a callback, making an appointment, or transferring to a live agent. If the outcome is to transfer the call to an agent, the Smart Transfer Bot gathers and delivers the self-service history and context. The result? Your agents don’t spend time getting up to speed, reducing average call time by at least 30 seconds.

Containment Bot

Equipped with next-generation conversational AI capabilities, the Verint Containment Bot works within IVA Voice to successfully resolve customer interactions and reduce the number of conversations coming into the contact center through AI-powered self-service.

Intent Discovery Bot

The Verint Intent Discovery Bot puts AI to work to quickly cut through the noise to uncover what your customers truly want and need. By identifying high-value customer intents from your engagement data in voice or digital channels – including call recording transcripts, email, chats, support tickets, and more — the bot immediately helps to improve CX automation.

Verint Callback

Any modern voice channel needs to give customers the ability to interact on their own terms – and that means avoiding long hold times when they need the help of a live agent. As part of Verint IVA Voice, Verint Callback manages volume spikes, lowers abandonment rates, and improves the agent and customer experience.

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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.

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Contain Digital Interactions with Verint IVA

Verint IVA also works in your digital channels, reaching your customers wherever they are – web, mobile, social media, and beyond – to give them quick resolutions while lowering costs in your contact center. Digital interactions can be routed seamlessly to your voice IVA when a user wants to speak with a human agent.

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Diagram showing how Verint Channel Automation unifies voice and digital

Verint ranks as Leader in Opus Research Conversational AI Intelliview Report

In the Opus Research 2023 Conversational AI Intelliview Report and Decision Makers’ Guide to Enterprise Intelligent Assistants, Verint’s® Intelligent Virtual Assistant (IVA)^™ solution received top scores and is positioned as the leader for product completeness, flexibility and strategic potential among the other providers evaluated.