Verint Channel Automation
An omnichannel agent desktop to increase agent capacity with AI-powered workflows.
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
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.
Verint Named Leader in CX Management
Start Now and See Value Quickly with Verint Channels & Desktop
Related Verint Solutions
Verint Intelligent Virtual Assistant
Drive AI outcomes with higher interaction containment rates across your voice and digital channels and improved agent capacity by automating workflows.
Verint Copilot Bots
Supercharge your contact center by automating manual agent workflows.
Verint Knowledge Automation
Power your AI and human workforce with instant and consistent knowledge that drives employee efficiency and increases self‑service.
Featured Channels and Desktop Resources
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.
