Verint Channels & Desktop
A Flexible, Differentiated Approach to Omnichannel CX
Deliver smart, seamless customer experiences with an omnichannel desktop that increases 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
An Open Approach to Engagement Channels & Agent Desktop
Verint Channels & Desktop empowers brands with a flexible, open approach, enabling them to keep their existing channels, seamlessly integrate new ones, and unlock greater value through Verint Intelligent Virtual Assistant and Agent Copilot Bots.
- 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
Achieve Stronger, Faster, Measurable Outcomes
Power Omnichannel CX
Unify all voice and digital channels in a single agent desktop.
Drive Workforce Orchestration
Utilize a unified workforce to enable blended agents.
Elevate Customer Experiences
Preserve interaction history and context across channels and agents.
Increase Containment
Automate interactions across voice and digital channels with Verint IVA.
Enable AI-Powered Workflows
Augment agent workflows with Verint Agent Copilot Bots.
Complete CX Flexibility
Mix and match AI-powered Verint solutions with existing contact center investments.
Better customer experiences. Better business outcomes.
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Orchestrate channels and agents
Unify customer interactions across telephony and digital channels in a single agent desktop for better flexibility, agility, and agent capacity.
Verint Channel Automation enables you to orchestrate the workforce across all engagement channels, dismantling silos and improving workforce agility. What’s more, through a unified view of customer interactions agents can provide more consistent and accurate customer responses.
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Augment your agent workflows
Verint Agent Copilot Bots give your agents the efficiency, insight, and support they need to deliver effortless customer experiences.
Whether it’s reducing after-call work, surfacing knowledge instantly, boosting sales, or improving performance – each bot is designed to automate a specific contact center task increasing your team capacity.
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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.
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.
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Engage with your customer on their channels of choice
Customers are reaching out on a wider range of channels than ever before.
With Verint Channel Automation you can choose the CX channels that make the most sense for your customer service strategy, such as Verint Voice Channel, Facebook Messenger, WhatsApp, email, live chat and many more.
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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
Verint Named Leader in CX Management
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.
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
Related Verint Solutions
Featured Channels and Desktop Resources
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Frequently asked questions about Channels & Desktop
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.
Customer engagement starts here.
Learn how Verint solutions are driving meaningful business outcomes across industries. Contact a Verint representative today.
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