Desktop & Channels
Deliver elevated assisted and self-service CX across telephony and digital channels from a single agent desktop.
A Single Agent Desktop for Voice and Digital Channels
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Agent Desktop
With Verint Channel Automation, you can unify customer interactions across telephony and digital channels in a single agent workspace and use intelligent automation to deliver AI outcomes for better flexibility, agility, and agent capacity.
- Handle interactions seamlessly across telephony and digital channels, such as Facebook Messenger, WhatsApp, Twitter DM, email and live chat.
- Leverage the power of Verint IVA with pre-built, industry-specific natural language understanding (NLU) models to handle common customer inquiries.
- Orchestrate the workforce across all engagement channels, dismantling silos and enabling seamless customer experiences.
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Digital Engagement Channels
Support seamless customer experiences across digital channels, with AI-powered routing ensuring each interaction goes to the right resource, at the right time, for the best possible experience.
- Deliver customer experiences across digital channels including private messaging, live chat, email and more.
- Leverage the power of AI to automate customer experience across digital channels, improving customer satisfaction and reducing support costs.
- AI-powered Routing works across digital and voice channels to ensure customers reach the right resource at the right time for improved first contact resolution.
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Verint Voice Channel
Have complete freedom of choice over your telephony while using Verint Open Platform capabilities to deliver AI business outcomes, now.
- Complete flexibility to keep your own ACD, bring your own ACD, or use our native Verint Voice Channel.
- Verint IVA Voice enables AI-powered self-service over telephony and voice-enabled channels, increasing containment by at least 20%.
- Add the power of Verint Callback to your voice channel to manage spikes in call volume, lower abandonment rates and improve the agent and customer experience.
The State of Digital Customer Experience Report 2024
Download the ReportDeliver AI Business Outcomes Across Voice and Digital Channels
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Reduce Inbound Volume and Improve CSAT with Verint IVA
The Verint Intelligent Virtual Assistant uses natural language understanding to efficiently automate conversations with customers across digital and voice channels. Brands can provide self-service experiences that resolve customer queries at scale, and identify which interactions should be escalated to assisted service.
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Reduce Average Handle Time with the Transfer Summary Bot
Whether transitioning from an Intelligent Virtual Assistant to a human agent or between different agents, the Transfer Summary Bot provides automated summaries of previous interactions. This accelerates response times, reduces average handle time, and ensures customers do not need to repeat themselves. By streamlining these transitions, the Transfer Summary Bot aims to significantly boost customer satisfaction and operational efficiency in customer support workflows.
Part of Verint Open Platform
Verint elevates every experience with an open approach to customer engagement. Powered by Verint Da Vinci AI, the Open 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 MoreLearn how Alight Solutions use Verint IVA to deliver AI business outcomes, now
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.
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Digital Customer 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.
Customer engagement starts here.
Learn how Verint solutions are driving meaningful business outcomes across industries. Contact a Verint representative today.
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