Improve Contact Center Agent Productivity Now

Now more than ever, contact centers are under pressure to meet growing expectations. Interaction volumes across channels are increasing, and customer inquiries are more complex than ever. With their current tools, agents are struggling to keep up with these demands.

The solution isn’t hiring more agents. It’s making the most of the ones you already have.

How? By leveraging artificial intelligence (AI) and customer experience (CX) automation solutions. Leading contact centers are already adopting AI-powered technology to enhance operational efficiency and agent performance. The bottom line is providing excellent service while keeping costs at bay.

Intelligent virtual assistants (IVAs) are critical for increasing interaction containment rates across voice and digital channels. They can automate workflows by providing self-service options for customers and improve first contact resolution (FCR) in contact centers.

However, not all bots are created equal.

Legacy chatbots that rely on pre-determined customer journeys and siloed, stale data often fail to understand what the customer really needs. Today when customers are more unforgiving than ever, providing an “okay” service is not enough.

In 2025, 78% are likely to switch to a competitor after a terrible customer experience compared to 67% in 2024. This is especially true for younger generations, for whom automated self-service is becoming a preference. 96% of 18–34 year-olds prefer using automation over speaking with a human agent for resolving issues or completing tasks.

Source: State of Customer Experience 2025 Report

Resolving customer queries with self-service is great, but there will always be issues that require human capabilities. What if you could empower your agents to handle interactions faster and more efficiently?

Verint Agent Copilot Bots support agents when it matters most, including:

• Helping agents find answers faster with real-time, contextual knowledge.
• Providing real-time coaching during interactions to improve service.
• Reducing after-call work by automating interaction summaries.

The outcome? You can cut an impressive 3.5 minutes off a 7-minute call, doubling agent capacity. All that without adding more headcount.

Exceptional CX goes beyond AI support for your agents. It also requires behavioral data to be turned into actionable insights in real time. Instead of manual analysis of unstructured call data that slows you down, you need to find insights that can really drive business performance.

That’s where Verint’s AI-powered Business Analytics comes in. With the right solutions, you can quickly surface meaningful insights to identify trends and opportunities for improvement, ultimately lowering costs and elevating CX.

• Speech Analytics: uncover valuable intelligence from a vast volume of recorded calls.
• Text Analytics: extract actionable business insights from unstructured data across all digital channels (chat, email, social media, call notes).
• Genie Bot: accelerate decision-making by asking natural-language questions about your contact center phone conversations to gain immediate insights.
• Data Insights Bot: discover trends and anomalies by asking questions about your contact center behavioral data.

With such solutions, you can rest assured that your contact center’s behavioral data is backed up, and your team has actionable insights at their fingertips about what’s going on and how to proactively respond to emerging trends.