Ein flexibler, differenzierter Ansatz für Omnichannel-CX

Unified customer communication management solutions bring all customer interactions – voice, digital, and self-service – into a single, integrated platform. Verint’s approach includes:

• Channel Automation: Consolidates multiple channels into one agent desktop for consistent experiences and automates workflows across those channels to increase agent capacity.
• AI-Powered Self-Service: Verint Intelligent Virtual Assistant can resolve inquiries across voice and digital channels.
• Knowledge Management: Provides agents and bots with a single source of truth for accurate information.
• Engagement Data Hub: Centralizes data for real-time insights and analytics to optimize customer journeys.

These solutions help organizations deliver personalized, efficient, and scalable customer service while reducing operational costs.

Seamless multi-channel support relies on omnichannel engagement solutions that unify voice and digital channels into a single agent desktop. Verint’s Channel Automation enables this by:

• Unifying telephony and digital channels, enabling agents to deliver seamless CX across channels.
• Preserving interaction history across channels for context.
• Using AI-powered routing to direct inquiries to the right resource.
• Deploying Intelligent Virtual Assistants (IVAs) for automated self-service across any channel.

These technologies help customers switch channels without repeating themselves, while agents work efficiently with full context.

Digital tools like Verint Channel Automation, Copilot Bots and Intelligent Virtual Assistants (IVAs) streamline customer interactions by:

• Automating repetitive tasks such as writing call summaries, enabling agents to focus on providing the best possible service.
• Providing personalized self-service through IVAs.
• Offering real-time coaching bots to improve agent performance.

These tools reduce operational costs, improve response times, and deliver personalized experiences at scale.

Digital-first service requires:

• Unified agent workspaces, like Verint Channel Automation, to manage all interactions seamlessly.
• AI-powered self-service (IVAs) for voice and digital channels.
• Knowledge Management for instant access to a single source of truth for accurate information.

These components enable proactive, personalized engagement and support a blended workforce of humans and bots.

To orchestrate a seamless journey:

• Use Channel Automation to unify engagement channels and dismantle silos.
• Implement AI-powered routing for context-driven interaction distribution.
• Deploy Agent Copilot Bots to automate after-call work and surface knowledge instantly.
• Maintain interaction history across channels for smooth transitions.

These technologies ensure customers experience continuity and personalization across every touchpoint.