Rethink Your CCaaS Platform with Verint
Contact center software
Verint Open Platform is an AI-powered CCaaS solution built to deliver business outcomes, now.
AI Business Outcomes from Verint Customers
- $10M Saved
A bank contained 10M interactions (80% containment rate) through AI-driven self-service with Verint IVA.
- $3M More in Sales
A healthcare brand used the Exact Transcription Bot to achieve 90% transcription accuracy, leading to a $3M boost in sales.
- +39 NPS
A mortgage lender increased NPS from +3 to +39 through real-time agent coaching with Verint Coaching Bot.
Benefits
Increase CX Automation
Increase agent capacity while simultaneously elevating CX in your contact center.
Drive AI Business Outcomes, Now
AI-powered platform drives tangible ROI targeted to your most pressing business challenges.
Add Flexibility with an Open Approach
Keep the investments that are still working in your ecosystem – no rip and replace needed.
ISG Research: Contact Center Advanced Buyers Guide
Contact center technology has evolved to meet the growing needs of today’s customer. Leading brands use data and AI as a foundation to drive a superior customer experience while lowering costs.
To better understand the critical capabilities required in the contact center and see why Verint was named a leader in the market, read the ISG Research™ Contact Center Advanced Buyers Guide now.
Read the ReportNext-generation CCaaS is powered by AI and built for the digital world
Traditional CCaaS providers are telephony-focused and require a large workforce to connect each customer to a human resource.
By leveraging a team of AI-powered bots, Verint Open Platform allows brands to increase agent capacity while elevating CX. Our next-generation contact center platform was built to increase CX automation across voice and digital channels, delivering AI business outcomes now.
Get started quickly with Open CCaaS Essentials
Verint Open CCaaS Essentials offers a complete set of digital capabilities for your contact center operations. Companies can select a mix of digital and voice agents for a blended approach, utilizing Verint’s bring-your-own-telephony, universal routing, and a single agent workspace.
Verint Open CCaaS Essentials includes:
- AI-powered self-service with Verint IVA
- AI-driven routing with context
- Unified workforce for digital and voice
- Choice of chat, email, SMS, and messaging channels
- Bring your own telephony
- Embedded knowledge management
- Rich engagement data and insights
What’s more, Verint Open CCaaS Essentials includes Verint Open Platform with Verint Engagement Data Hub and Verint Da Vinci at its core.
“For organizations that value the connection between employee experience (EX) and customer experience, open and interoperable cloud-based contact center platforms driven by AI enable the needed access to data for insights across the customer-handling environment.” Read More
The Open CCaaS Advantage
Contact center leaders across the world are trying to answer the same two pressing questions:
- How do you do more with less?
- How can you maximize workforce efficiency?
The Open CCaaS Advantage report explores how companies can overcome these challenges with an open approach to data, AI and contact center ecosystems.
The report shows the shortcomings of traditional CCaaS solutions and gives you a guide to driving business outcomes through CX automation in your contact center applications.
Keep your telephony with Open CCaaS
Most CCaaS solutions are built around the telephony channel. You’re required to use the ACD that comes with the platform, no matter what. Verint takes a different approach:
- Why go through the effort of ripping out your telephony infrastructure if it is still working?
- What happens if you acquire a company with a different telephony system?
With Verint, if your existing telephony still works for you, keep using it. Verint supports any ACD system, and even allows you to use multiple ACDs across the organization.
Four Challenges of a Telephony-First Approach to CCaaS“Instead of starting with telephony and interaction routing, many organizations have adopted a more flexible, “bring your own telephony” approach more aligned with advanced cloud communication offerings. When the core routing system is de-emphasized, an organization is freer to weigh the merits of different business application platforms as the first priority.”
What is an open approach to CCaaS?
Most CCaaS solutions are all-in-one packages that require you to completely replace your infrastructure. Verint’s open approach is fundamentally different:
- Flexible: Keep the existing solutions that work for you, in the cloud or on-premises. Don’t throw away your ACD or CRM just because you are switching platforms.
- Modular: Pick and choose what parts of the platform you want to deploy first and see AI Business Outcomes Now. Don’t wait through a risky and disruptive rip and replace project.
- Future Proof: AI is evolving at a rapid pace. Continue to use new AI models from any source so your platform will not become outdated.
Featured resources
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FAQs for CCaaS software
An open CCaaS platform allows businesses to scale customer service operations without being constrained by having to use specific contact center solutions, telephony providers or even AI models. An open approach to CCaaS offers complete flexibility to manage all customer interactions across multiple channels—voice, chat, social media, and email – with the ability to integrate best-of-breed applications and AI.
Verint Open CCaaS Platform is designed with integration in mind, enabling businesses to connect with existing CRM, workforce management, and analytics tools. This reduces the need for complex migrations and ensures that new capabilities can be added without disrupting ongoing operations.
Unlike traditional CCaaS solutions, open CCaaS platforms provide businesses with the freedom to select and integrate best-of-breed vendors for any aspect of contact center operations. This flexibility ensures that organizations can create tailored solutions that meet specific business needs, improving operational efficiency and customer satisfaction.
Flexibility is key to staying competitive in today’s fast-paced business environment. An open CCaaS platform enables businesses to quickly adapt to market changes and evolving customer expectations. With real-time data insights, companies can make faster decisions and respond to customer inquiries more efficiently, improving overall service quality.
The transition from legacy systems to a cloud-based Open CCaaS Platform is simplified through its modular architecture and integration capabilities. Businesses can migrate at their own pace, starting with critical components and gradually expanding to include advanced AI-powered features like predictive analytics, virtual agents, and intelligent routing.
Verint Open CCaaS Platform is a next-generation customer experience platform that provides the flexibility to integrate best-of-breed contact center solutions. It leverages Verint Da Vinci™ AI to automate routine tasks, provide real-time insights, and enhance overall contact center performance.
An open CCaaS platform offers significantly more flexibility and customization compared to traditional CCaaS solutions. Traditional CCaaS platforms typically come with pre-built functionalities and limited integration options, requiring businesses to adapt their operations to the platform’s capabilities.
In contrast, an open CCaaS platform allows organizations to integrate best-of-breed solutions and third-party applications, enabling them to customize the platform to meet their specific needs. This modular architecture also lets businesses scale and evolve their customer service operations at their own pace, ensuring future-proof solutions that adapt to changing requirements.
AI plays a critical role in enhancing the capabilities of an open CCaaS platform by automating agent tasks, streamlining customer interactions, and providing real-time insights. With AI-driven tools like natural language processing (NLP), predictive analytics, and intelligent virtual assistants, businesses can offer personalized customer experiences while reducing costs.
Key AI contributions include:
- Predictive Call Routing: AI directs customers to the most suitable agent or service based on real-time data.
- Intelligent Virtual Assistants: AI-powered assistants handle routine queries, freeing agents to focus on more complex tasks.
- Sentiment Analysis: AI can detect customer sentiment and provide agents with suggestions for more empathetic responses.
- Real-time Analytics: AI delivers actionable insights to improve decision-making and agent performance.
Yes, an open CCaaS platform is highly suitable for businesses of all sizes, from small startups to large enterprises. For small and mid-sized businesses (SMBs), it offers scalable solutions without the need for significant upfront investment in infrastructure. As these businesses grow, they can expand the platform’s capabilities by integrating new features and services.
For large enterprises, Verint Open CCaaS Platform provides the flexibility to handle complex operations across multiple channels while maintaining seamless integration with existing systems. This adaptability ensures that businesses can continuously evolve their customer service strategies without being locked into rigid frameworks.
Contact us about Open CCaaS today!
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