Greater Control, Flexibility and Choice From Your Voice Channel

Verint Voice Channel

Have complete freedom of choice over your telephony while using Verint Open Platform capabilities to deliver AI business outcomes, now.

Flexible Options for Your ACD

Keep Your Own ACD
Minimize disruption by keeping your ACD while benefiting from Verint Open Platform applications and bots.
Verint Voice Channel
Native to the Verint Open Platform, all components are hosted in a single cloud with usage-based pricing ensuring you only pay for what you use.
Bring Your Own ACD
Choose any ACD and seamlessly integrate with Verint Open Platform to realize AI business outcomes, now.

Modernize Your Voice Channel

Despite the rise of digital channels, nearly 40% of customers still prefer phone support – making a modern voice channel essential. With AI-powered agent support and intelligent virtual assistants, you can deliver faster, more secure experiences while increasing agent capacity and improving CX metrics.

Verint Bot and Happy Agent

Deliver Personalized, Self-Service CX with Verint IVA Voice

Every inquiry to your contact center costs money. Verint IVA Voice reduces the number of incoming calls into your contact center and interactions handled or escalated to agents by providing AI-powered self-service over telephony and voice-enabled channels.

With Verint IVA Voice companies can:

Resolve issues vs deflect them: Give customers the ability to self-serve and solve problems 24/7, without needing to speak to an agent, increasing containment by at least 20%.

Drive seamless agent handoff: When a customer needs a human agent, Verint IVA gathers interaction context and routes the issue, so the customer doesn’t need to repeat themselves.

AI-Powered Bots for CX Automation Over Your Voice Channel

The Smart Transfer Bot uses AI to analyze context gathered from multiple sources to ensure the right outcome for any interaction (i.e., routing to an agent, scheduling a callback, sending an SMS etc.)

If the best option is to transfer the customer to an agent, the Smart Transfer Bot provides the context of the interaction significantly reducing average handle time.

smart transfer bot graphic

Every minute spent on after-call work is a minute spent not preparing for or speaking to the next customer – which can cost you millions of dollars. What’s more, manual summaries can be inconsistent.

The Wrap Up Bot uses generative AI to automatically produce accurate, unbiased and consistent interaction summaries, freeing up agents’ time and improving consistency.

Deploy the most accurate AI model ever built for contact center transcriptions.

The Exact Transcription Bot is trained on decades of rich engagement data and the data unique to your business to provide the best possible foundations for speech analytics, sentiment analysis, quality scoring, real-time coaching, automated call summaries and PII redaction.

Exact Transcription Bot graphic

Verint Quality Bot is designed to automate your quality program to deliver business outcomes quickly.

With AI-powered automation, you can go from evaluating a very small sample of calls to evaluating 100% of interactions across channels. Verint Quality Bot increases your supervisor capacity by 33%, allowing brands to realize a 5x ROI while also improving the employee experience and reducing compliance risk.

Unify the Agent Experience Across Voice and Digital Channels

Bring your telephony and digital channels together in a single omnichannel agent desktop with Verint Channel Automation.

Agents can work seamlessly across voice and digital channels, supported by Verint Agent Copilot Bots so agents can move faster, work smarter, and deliver effortless customer experiences.

Verint Open Platform Voice Channel

Verint Open Platform has embedded all required voice channel components which connect to any carrier, including:

ACD queueing and outbound dialer
AI-powered routing (included with IVA Voice)
IVA Voice and Verint Callback

Verint Open CCaaS Platform diagram

Related Verint Solutions

Verint IVA Voice
Reduce the number of incoming calls into your contact center and interactions handled or escalated to agents by providing AI-powered self-service over telephony and voice channels.
Verint Callback
Add the power of callbacks to your voice channel to manage spikes in call volume, lower abandonment rates and improve the agent and customer experience.
Verint Channel Automation
An omnichannel agent desktop to increase agent capacity with AI-powered workflows.