Verint Channel Automation
Unify All Engagement Channels and Leverage Automation
An omnichannel agent desktop to increase agent capacity with AI-powered workflows.
AI Business Outcomes from Verint Customers
2x Agent Capacity
A travel company reduced AHT from 5 to 2.5 min, doubling agent capacity with Verint digital channels and desktop.
$4M saved
An airline saved $4M in agent capacity using Verint agent desktop, channels, IVA and Agent Copilot Bots.
Deliver Exceptional CX Across All Channels
Provide seamless CX
Unify interactions across digital and telephony channels in a single agent desktop to deliver better customer experiences.
Improve agent efficiency
Give your agents the insight and context they need by preserving customer interaction history across channels.
Increase contact center capacity
Leverage the power of Verint IVA to deliver personalized, self-service customer experiences that increase containment.
One Agent Desktop. Increased Agent Capacity.
Unify omnichannel experiences
Verint Channel Automation unifies customer interactions across telephony and digital channels in a single agent desktop to boost flexibility, agility, and capacity.
By simplifying engagement through omnichannel workflows and a consistent agent experience, agents can move faster, work smarter, and deliver effortless customer experiences.
Smarter routing, simplified
Verint’s AI-powered routing uses contextual data to intelligently distribute interactions to the right resource at the right time, regardless of channel.
It uses natural language understanding – and takes into account agent workload, schedules, IVA interaction history, and voice CTI data – make routing simple. The result? A more responsive, personalized experience for both customers and agents.
Connect on any channel, anytime
Customers are reaching out on a wider range of channels than ever before. With Verint Channel Automation you can choose the voice and digital channels that best suit your customer service strategy.
Adopt a customer-centric channel engagement strategy by adding the channels that your customers want to engage with you on, such as Facebook Messenger, WhatsApp, email, live chat and many more.
Bring your own telephony
Have complete freedom of choice over your telephony while using Verint Channel Automation capabilities. Keep your own ACD, bring your own ACD, or use our native Verint Voice Channel.
Verint’s open approach enables you to adopt a customer-centric channel engagement strategy by adding the channels that your customers are on.
Automate interactions on any channel
Deploy Verint Intelligent Virtual Assistant (IVA) on any voice or digital channel to help resolve customer interactions at scale and significantly increase your agent capacity.
And if a customer does need a human agent, Verint IVA gathers interaction context and routes the issue, so customers never need to repeat themselves.
Orchestrate your workforce
Adding more engagement channels – which you need to keep pace with customers’ growing preferences – creates 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.
Customers Now Expect Great Experiences on Their Channels of Choice
- 85%
of consumers say they use at least two channels in past year.
- 78%
will switch to a competitor following a single bad experience.
- 86%
understand that AI can benefit their customer experience.
Verint Named Leader in Customer Experience Management Software
The evolution of customer experience as a competitive differentiator is bringing about a shift in how organizations purchase and deploy contact center technology.
Discover why Verint is named as a leader in ISG Research’s recently published Customer Experience Management Buyers Guide.
How Volaris Uses Self-Service to Contain 85% of Interactions
Discover how Volaris uses AI-powered self-service to achieve AI business outcomes, including:
- 85% containment rate for digital interactions
- 3x increase in agent capacity
- 5 million customer interactions handled per year
- Significantly improved CSAT scores
To Deliver Superior CX, You Need a Solution That Puts CX First
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.
Recommended Channel Automation Resources
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Elevate Customer Experience With Verint Solutions
Get Started With Channel Automation From Verint Today
Verint Channel Automation powers brands to orchestrate the workforce across all engagement channels, dismantling organizational and channel silos.
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