Channel Automation
Unify customer interactions across telephony and digital channels in a single agent workspace to power consistent conversations, leverage automation, and deploy staff flexibly all with fewer resources and less effort.
Verint Channel Automation helps you deliver exceptional customer experiences
Provide seamless customer engagement
Verint Channel Automation enables agents to handle conversations seamlessly across telephony and digital channels, such as Facebook Messenger, WhatsApp, Twitter DM, email and live chat.
CX automation at scale
Leverage the power of Verint IVA with pre-built, industry-specific natural language understanding (NLU) models to handle common customer inquiries, with agent handoff only a step away.
Empower the workforce across channels
Channel Automation makes it easy to orchestrate the workforce across all engagement channels, dismantling both organizational and channel silos, and enabling seamless customer experiences.
The four steps to engage customers at scale with Channel Automation
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AI-Powered Routing
Verint’s Open Platform includes powerful AI capabilities that harness back-end data to gain full contextual understanding of customer intents. This information feeds into routing decisions to ensure the right agent at the right time, regardless of channel, is engaged.
Routing decisions can be made based on multiple factors such as channel, interaction type, intent and customer status. AI-Powered Routing takes numerous factors into consideration for routing, prioritization, and queuing, such as:
- Natural language understanding (NLU) intent detection
- Intelligent Virtual Assistant interactions
- Voice CTI data
- Forecasted agent workload
- Agent schedule and availability
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Channels & Desktop
Customers are reaching out on a wider range of channels than ever before. Verint Channel Automation powers customer conversations across telephony and digital channels via a single agent desktop that allows users to work seamlessly across channels.
Your organization can choose which combination of channels are most appropriate for your customer engagement strategy and add additional channels as necessary.
- Engage your customers on all channels – digital and voice – whilst also integrating your existing channels seamlessly.
- Adopt a customer-centric channel engagement strategy.
- Empower consumers with asynchronous communication options.
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Verint Intelligent Virtual Assistant
To scale customer interactions, automation needs to be part of the workforce. Verint Intelligent Virtual Assistant (IVA) can handle common customer inquiries and handoff to a human agent when needed.
- Combine adaptive automation and agent-assisted service so fewer inquiries need a human response.
- Improve response and resolution times for customers, decreasing service effort and increasing customer loyalty.
- Manage high-volume low-effort queries creating big savings in customer service costs.
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Workforce Orchestration
Adding more engagement channels – which brands need to keep apace with customers’ growing digital preferences – can create silos. What’s more, these silos lead to a disjointed support offering as agents can’t work across channels or see the full engagement history.
Verint Channel Automation empowers brands to orchestrate the workforce across all engagement channels, dismantling both organizational and channel silos through connected customer engagements and workforce agility.
- Connect and display related customer interactions in a single pane.
- Provide full interaction history across proactive, self-service, and assisted journey.
- Deploy flexible workforce scheduling to break down workforce silos.
Customers now expect great experiences in the channel of their choice
- 56%
of customers under the age of 45 prefer to ask questions through digital engagement vs traditional channels.
- 64%
of consumers have stopped doing business with a company due to a poor customer experience.
- 78%
of consumers give an above-average rating if they have an amazing digital customer experience.
Double agent capacity with Verint Agent Copilot Bots
Four bots integrate seamlessly with Verint Channel Automation to help reduce average call duration by 50%
Coaching Bot
You need each of your agents to perform like your very best agents. With Verint Coaching Bot your agents receive in-the-moment non-disruptive guidance when they need it — elevating their performance and delivering significant ROI.
Verint Coaching Bots provide the assistance your agents need, in real-time and based on your business priorities, so you can:
- Reduce call duration
- Increase sales conversions
- Increase customer retention
Interaction Wrap Up Bot
Verint Interaction Wrap Up Bot uses generative AI to automatically craft a call summary at the conclusion of an interaction, dramatically reducing after-call work. By removing the time agents spend manually summarizing a call, organizations can save millions on their bottom line. Plus, summaries are more accurate and consistent across your contact center.
Smart Transfer Bot
From the moment an interaction begins, the Smart Transfer Bot ensures the next step is the right step – based on context gathered from multiple sources in real time – so the right outcome is delivered for any interaction (i.e. a callback, an SMS, live chat etc.). Transferring interactions with full context reduces each assisted service call by about 30 seconds and can increase agent capacity by 10%.
Knowledge Automation Bot
Verint Knowledge Automation Bot uses the power of AI to deliver the right knowledge at the right time to increase agent capacity and drive business outcomes. A single search bar allows for search across all knowledge sources, eliminating the need for multiples searches. The Bot then uses Generative AI to summarize search results into a single answer that is specially curated for the contact center — making answers easy for agents to consume.
To deliver superior CX, you need a solution that puts CX first
Elevate Customer Experience With Verint Solutions
Recommended Channel Automation Resources
Get Started With Channel Automation From Verint Today
Verint Channel Automation powers brands to orchestrate the workforce across all engagement channels, dismantling organizational and channel silos.
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