The Future of Work
Empower your employees. Enable connected work across silos. Deliver real-time assistance.
Modern Work. Modern Solutions.
The workforce is evolving. A hybrid workforce of humans and bots is emerging. More digitally savvy workers require modern experiences.
Greater flexibility is critical for work from any location, channel or department.
Closing The Customer-Engagement Gap
The engagement capacity gap is the difference between resources being available to meet customer demand and being overwhelmed by the exploding volume of customer interactions in person and via communication channels. In this Ventana eBook, “Closing the Customer Engagement Gap,” you will delve deeper into how to narrow the capacity gap and discover 3 steps to get started.
Our Platform Approach
Our Future of Work solutions enable you to bridge the Engagement Capacity Gap.
Part of the Verint Customer Engagement Platform and powered by Verint Da Vinci AI and Analytics, these applications include Workforce Engagement, Seamless Self-Service, Real-time Work, Compliance and more. They can be deployed across the enterprise.
Workforce Engagement
For certain interactions, the human touch has become more important than ever. Your contact centre, branch and back-office employees can make the difference between customer loyalty and customer churn. To help them succeed, Verint’s Workforce Engagement solutions provide:
- Flexible schedules to meet employee needs for varying hours and locations
- Automated quality and AI-driven knowledge to empower employees to efficiently answer questions
- Transparent metrics, targeted coaching and gamification to drive engagement
Seamless Self-Service
Many interactions begin online, as customers seek to resolve issues on their own. Verint’s seamless self-service solutions use conversational AI and machine learning to help your customers succeed. By automating more interactions with virtual assistants and voice self-service, you can handle the rise in interaction volumes. Now you can:
- Reduce the cost to serve
- Improve the customer experience
- Decrease resolution time
The Future of Work
Empower your employees. Enable connected work across silos. Deliver real-time assistance.
Modern Work. Modern Solutions.
The workforce is evolving. A hybrid workforce of humans and bots is emerging. More digitally savvy workers require modern experiences.
Greater flexibility is critical for work from any location, channel or department.
Closing The Customer-Engagement Gap
The engagement capacity gap is the difference between resources being available to meet customer demand and being overwhelmed by the exploding volume of customer interactions in person and via communication channels. In this Ventana eBook, “Closing the Customer Engagement Gap,” you will delve deeper into how to narrow the capacity gap and discover 3 steps to get started.
Our Platform Approach
Our Future of Work solutions enable you to bridge the Engagement Capacity Gap.
Part of the Verint Customer Engagement Platform and powered by Verint Da Vinci AI and Analytics, these applications include Workforce Engagement, Seamless Self-Service, Real-time Work, Compliance and more. They can be deployed across the enterprise.
Workforce Engagement
For certain interactions, the human touch has become more important than ever. Your contact centre, branch and back-office employees can make the difference between customer loyalty and customer churn. To help them succeed, Verint’s Workforce Engagement solutions provide:
- Flexible schedules to meet employee needs for varying hours and locations
- Automated quality and AI-driven knowledge to empower employees to efficiently answer questions
- Transparent metrics, targeted coaching and gamification to drive engagement
Seamless Self-Service
Many interactions begin online, as customers seek to resolve issues on their own. Verint’s seamless self-service solutions use conversational AI and machine learning to help your customers succeed. By automating more interactions with virtual assistants and voice self-service, you can handle the rise in interaction volumes. Now you can:
- Reduce the cost to serve
- Improve the customer experience
- Decrease resolution time
Interaction Analytics
With so many interactions across channels, seeing the big picture is a challenge. Verint Interaction Analytics gives you speech, text and social software for listening deeply. Gain the insights to create more authentic, personalised interactions at scale. With AI-powered analysis of omnichannel interactions, you can:
- Determine which issues are best handled via self-service
- Track topic and sentiment of interactions across channels
- Uncover process inefficiencies and reduce costs
Real-time Work
On a contact centre call, every second matters. Now that more agents are working remotely, real-time assistance is more important than ever. Verint solutions for real-time work can provide your agents with the right information to create positive outcomes by:
- Automatically displaying contextual knowledge based on what is said during a call
- Providing real-time alerts to help assist with unhappy customers
- Notifying a supervisor when escalation is needed
Quality and Compliance
Increasing customer expectations and industry regulations have made ensuring quality and compliance more important than ever. Verint’s solutions for quality and compliance can make it easy for employees to follow necessary processes and get the coaching they need while analysing employee activities—no matter where they are working. These solutions can also help you efficiently address data protection laws and industry-specific governance, so you can:
- Proactively prevent non-compliance before it occurs
- Monitor 100 percent of interactions to detect compliance issues
- Track compliance in all conversations across all channels