Self-Service: Digital Engagement
Seamlessly provide your customers with the right digital experience at the right moment on their channel of choice.
What is Self-Service Digital Engagement?
With the volume of inbound customer interactions continuing to increase each year, businesses need to unlock the value of self-service solutions to helps serve customers quickly and effectively while helping to reduce support costs.
Verint offers a range of solutions, many powered by proprietary Da Vinci AI, to deliver elevated customer experiences at scale so you can:.
- Drive personalized, proactive connections on a customer’s channel of choice
Automate interactions and improve key metrics while elevating customer experience - Combine a workforce of humans and bots seamlessly with engagement orchestration
- Harness data to drive insights and action with Verint Da Vinci AI
Self-Service Solutions for Digital Engagement
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Leading-edge natural language processing, machine learning, and robust intent understanding to deliver human-like interactions. Verint Intelligent Virtual Assistant (IVA) powers personalized digital and voice interactions.
- Deploy AI-powered IVAs and chatbots for next-generation self-service
- Engage customers and employees via text, voice, and digital channels
- Benefit from one of the industry’s largest natural language understanding intent libraries
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Support human-to-human, human-to-bot, and even bot-to-bot interactions. From social messaging apps to SMS to online communities, Verint Engagement Channels automate customer-centric experiences.
- Empower customers, partners, and employees with your own flexible, customizable online community
- Enable brands to deliver digital customer engagement across private messaging channels
- Capitalize on every chat and email conversation with intelligent routing and vast integration capabilities
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Verint Channel Automation brings together WhatsApp, Facebook Messenger, Twitter DM, Email, and Live Chat in a single-pane agent experience to help deliver seamless customer experiences, leveraging the power of intelligent automation across every channel.
- Conversation containment: Interactions resolved in-channel through
self-service bots. - Decrease in average handle time: Bot-assisted interactions shorten
time to resolution. - Increase first-contact resolution: Agents can see the entire history of
engagement across channels.
- Conversation containment: Interactions resolved in-channel through
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Work at the speed of your customers. Verint Knowledge Management connects your company, customers, and bots with easy-to-use knowledge. Deliver accurate, compliant, and consistent answers in real time across multiple touchpoints.
- Find up to date information using everyday language
- See relevant knowledge without even having to search
- Anticipate what both customers and employees want, while also predicting what they’re going to ask
Giving customers the confidence to drive digital innovation
Hear how Alight Solutions leverages Verint Intelligent Virtual Assistant to accelerate its digital, self-service strategy and better serve over 20 million people worldwide.
Alight Solutions has received the Opus Research Conversational Commerce Award by leveraging Verint’s Intelligent Virtual Assistant™ (IVA) to transform its web self-service experience with automation.
Enable Self-Service at Scale with Specialized Bots
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Reduce Inbound Volume and Improve CSAT with Verint Containment Bots
The Verint Voice and Digital Containment Bot uses NLU-based AI to efficiently automate conversations with customers across digital and voice channels. With this bot, brands can provide personalized self-service experiences so they can resolve customer queries, and identify which interactions should be escalated to assisted service.
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Reduce Average Handle Time with the Self-Service and Agent Transfer Bots
Many customer journeys start with a self-service bot. At times, the interaction is transferred to an agent, who needs to fully understand the situation. Previously, the agent had to read a transcript of the bot conversation or, worse, ask the customer to repeat the information that was just relayed to the bot. With Verint Self-Service & Agent Transfer Bots, the agent is presented with a summary of the self-service interaction, making it easy to quickly understand the reason for the transfer.
Delivering a 271% ROI within three years
Based on customer interviews and proprietary financial analysis, Forrester found that a composite Verint customer received a 271% ROI within three years of incorporating Verint DFE solutions into their operations. Customers improved contact center efficiencies by deflecting 20% of inbound customer calls, leading to $15.4 million in savings. Download the full study to uncover the Total Economic Impact Verint DFE solutions could have on your organization.
Download the ReportPowered by Verint Da Vinci AI
Infused with advanced machine learning models, natural language processing, intent recognition models, and predictive modeling, embedded in the Verint Customer Engagement Platform, Verint Da Vinci AI activates insights and automates experiences across your business.
Verint Da Vinci AI maximizes impact by injecting AI directly into business workflows, putting AI at agents’ fingertips. Our open approach to AI future proofs your investment.
Learn MoreProduct Line-up
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“We realized the shifts we had made to be more digital and more consumer-focused were working, as our eCommerce channel was the only channel able to grow during the COVID pandemic shut down.”
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“Verint Knowledge Management has become the backbone of our operations. More and more departments want access to the knowledge management system – even those with no direct customer contact.”
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Industry Recognition
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“Potential buyers should consider Verint’s platform for their contact center and customer-engagement needs. It is a dynamic company of long standing with a great deal of nuanced expertise and a record of continuous innovation.” (2021)
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“Verint is the leader for trusted, automated, conversational AI for supporting large enterprises and delivering meaningful ROI.” (2021)
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“Verint is a market leader with a unified platform on a common codebase, enabling new digital channels to be added swiftly. Extensive use of AI and the ability to analyze sentiment will appeal to large customer care centers.” (2020)
Self-Service: Part of our Open CCaaS platform
Verint elevates every experience with an open approach to customer engagement. Powered by Verint Da Vinci AI, the open CCaaS platform includes Workforce Engagement, Self-Service, and Voice of the Customer solutions.
Verint Customer Engagement Platform works with your existing ecosystem to drive CX Automation while seamlessly delivering experiences across channels and uniquely supporting your workforce of humans and bots at scale.
Learn MoreSelf-Service and Digital Engagement Insights
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FAQs on Digital Engagement
Digital engagement is the method of interacting with customers over digital channels, such as email, private messaging, and live chat to build relationships, power digital customer service, and drive customer loyalty.
Customers expect to interact with brands in much the same way they do with friends and family. This means that businesses must engage across a wider range of channels than ever before. From live chat to messaging apps, email to social media, customers have the same expectations of an effortless experience regardless of channel.
Organizations need a new approach to help manage this growing customer preference – one that allows them to meet increasing customer expectations and interactions while breaking down workforce silos that can result when new channels are added – making it possible for brands to engage in a truly omnichannel way.
Digital engagement channels include your brand’s website, online community, social media channels, private messaging apps, email, and live chat channels.
Digital Engagement starts here.
Learn how Verint Self-Service solutions are driving meaningful business outcomes across industries. Contact a Verint representative today.
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