Agent Workspace
Agent workspace powers conversations to flow seamlessly across social media and private messaging channels to help you prioritize, engage and resolve customer service queries at scale.
Fully automated inbound handling
Our intelligent, rules-based routing system and prioritization engine ensure that relevant conversations – based on identity and full conversational context – are distributed to the best individual, team, or bot based on a fully customized workflow so you can work smarter not harder.
Zero agent downtime
Verint Social’s proprietary Play Mode – an automatic content distributor that eliminates the need for manual triage – fully automates case distribution to focus your agents on the right conversations to deliver service at scale.
The CX Playbook for Private Messaging Channels
Did you know that 69% of customers used a private messaging channel to engage with a brand in 2020?
Read our white paper to see step-by-step visualizations of how Verint Messaging can help your brand to acquire, engage and care for your customers.
Download the CX Playbook for Private Messaging ChannelsCustomizable content inboxes
Queue and assign customer conversations based on your agent skills or the channel of engagement. This enables you to align forecasting, resource planning, and reporting in real-time on your customer service operation – all from one unified platform.
Integrated bot and human assisted service
Verint Social provides the unique ability to seamlessly integrate agent-assisted service and bot-based automation in a single conversation facilitated by smooth bi-directional handoffs with historical context that boost agency efficiency.
With Agent Workplace, you can:
Have Productive Conversations
Agent Workspace’s intuitive workflow matches each customer conversation to the agent or team who’s best suited to help using prioritization, routing, and intent detection with constant improvement via natural language understanding.
Understand Your Customers
This solution connects the CX dots and arms agents with prior customer interaction history, notes, and context. Allowing your agents to focus on what matters, delivering great customer service for more happy and loyal customers.
Gain Full Conversational Context
Track and resolve cases across multiple messaging channels, both public and private, in one place. Why? Your customers reach out on a multitude of channels but still expect an effortless experience at all times.
Verint Social for Digital-First Engagement
See how Agent Workspace can work for you
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