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.

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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.

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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 Channels

Customizable 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.

Verint Social for Digital-First Engagement

  • Insights

    Give your brand a customizable, open, and flexible analytics platform to measure success and KPIs.

  • Social Customer Service

    Engage with your customers on public social channels like Facebook, Twitter and Instagram to resolve service issues fast and reliably.

  • Facebook Messenger

    Engage quickly and easily with your customers via Messenger and the Messenger Chat Plugin.

  • WhatsApp Business

    Unlock the full potential of WhatsApp Business to exceed customer expectations.

  • Google's Business Messaging

    Turn Google searches into lasting customer relationships with Business Messages.

  • Apple Messages for Business

    Power seamless two-way customer conversations on Apple's native Messages app.

  • Instagram Messages

    Engage current customers – and acquire new ones – by delivering instant two-way conversational customer experiences on Instagram.

  • SMS Text Messaging

    Connect with billions of customers with two-way conversational messaging to build lasting customer relationships via native messaging.

See how Agent Workspace can work for you

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