Engage 2024 Agenda

The Magic of CX Automation

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AI Outcomes for KM: Best Practices for Leveraging AI in Knowledge Management

AI is front and center when it comes to advancing knowledge development and delivery initiatives. This session explores the latest trends in AI for knowledge management alongside demonstrations of how Verint Knowledge Management leverages these capabilities. We’ll show real-world use cases of how our solutions are being used to enable intelligent, automated interactions.

Solution Focus

  • Knowledge Management

    AI-Powered Knowledge Management for CX Consistency Across Channels

    The more that knowledge assets are used, the more value they provide, both internally and externally. In this session, we’ll explore how the power of knowledge can be extended to solutions like chat, agent desktops, and self-service applications to enable more effective customer engagement at scale. We’ll also look at how applications like speech analytics, desktop actions, and user profiles help focus and automate knowledge delivery. This session explores all of these use cases and customer applications that drive value.

    Solution Focus

    • Knowledge Management

      Generative AI: What’s Practical Today (and Possible Tomorrow) in CX Automation

      Speaker: Derek Top, Senior Analyst & Research Director at Opus Research

      Generative AI is moving fast, therefore so must you. Join this session to hear from Verint AI experts as they demystify generative AI and bring you up to speed with how this emerging technology is impacting Conversational AI and the contact center. You’ll learn the best Generative AI use cases for your business, how Verint helps you maximize the potential of large language models, and how your organization can embrace generative AI while also mitigating the risks it might present.

      Solution Focus

      • Al-Powered Bots

        Conversational AI: Successful Containment for Better Contact Center Outcomes

        It’s not enough for a chatbot to only answer questions – they now need to deliver real business outcomes. In this session, see how Verint Intelligent Virtual Assistant (IVA) delivers industry-leading containment rates across both digital and voice channels, as well as how AI-powered bots provide multi-channel support, intelligent routing, and conversational analytics. Our experts will show how we build IVAs that deliver real-world containment, ROI, and CX automation through conversational AI.

        Solution Focus

        • Al-Powered Bots
        • IVA Voice and Digital

          AI Outcomes Now: How to Drive CX Automation across the Entire Customer Engagement

          How do you do more with less? Is it possible to drive operational efficiencies while improving customer experience? Verint can help you introduce CX automation across the entire customer engagement. Learn how Verint delivers AI outcomes – helping you leverage existing contact center investments while creating fast and meaningful ROI through Verint Bots.

          Solution Focus

          • Telephony & Digital Channels

            How Engagement Data Can Guide Your Digital Engagement Strategy

            Hospitality

            The conversations your business has with customers every day yield powerful customer insights. In this session, learn how to leverage intent data to guide your customer and agent assistance strategy, which common customer inquiries are ripe for being automated, as well as what common agent tasks can be augmented to make your team more efficient. Join Verint and a select group of your peers as we discuss how businesses can better inform their digital engagement strategy by capturing and reviewing historical and current customer engagement data.

            Solution Focus

            • Engagement Data
            • Telephony & Digital Channels

              Panel Discussion: The Ins and Outs of Intraday Management

              Join this panel discussion as we explore the challenges of intraday management and the techniques and approaches these WFM professionals use to balance workloads, align staff, and ensure service goals are met in even the most volatile of contact center environments.

              Solution Focus

              • Forecasting and Scheduling

                What Your Employees Want – Scheduling Flexibility and Control

                Customer Speaker: Prasanna Chand, Associate Director, IT, Wayfair

                Industry Speaker: Vicki Herrell, Executive Director, Society of Workforce Planning Professionals (SWPP)

                Your employees now expect a far greater level of scheduling flexibility. If they don’t have it, you’ll pay the price with high absenteeism and attrition. Join this session to see recent SWPP survey results around this topic and hear how WFM teams are trying to bridge this gap. If you’re looking to improve your scheduling flexibility, we’ll show you how to quickly address this business challenge with the TimeFlex Bot. With this bot, employees can make unlimited changes to their schedules to better balance work and life without impacting the quality of your schedule. Learn how you can get started in just 30 days!

                Solution Focus

                • Forecasting and Scheduling

                  Next-Gen Quality: From Theory to AI Business Outcomes. Now.

                  Ready to supercharge your quality program? Join this interactive session and discover practical tips and proven best practices for implementing and enhancing Quality Bots. No matter where you are in your journey, this session offers actionable insights that you can apply immediately upon your return to work. Whether you’re just getting started or looking to optimize existing processes, this session is designed to help you expand your knowledge from understanding the fundamentals to implementing strategies that drive ROI. Don’t miss this opportunity to discover new ways to elevate your quality program and drive measurable improvements in agent performance and compliance.

                  Solution Focus

                  • Quality and Compliance

                    What You Need to Know About Automating Your Quality Program

                    Speakers:

                    Becky Collins, Customer Experience Analyst at Fiserv

                    Nicole Nevulis, Senior Director, GTM Strategy at Verint

                    Contact centers have grown beyond answering customer inquiries, and now play a key role in customer satisfaction and loyalty. With rising interaction volumes, growing customer expectations, and challenges in hiring and retaining qualified employees, traditional quality and compliance practices are no longer sufficient. In this discussion, Becky Collins, Customer Experience Analyst at Fiserv will share their stories of introducing CX automation to improve quality and compliance strategies and the positive impact it’s had on their businesses. Join this session to learn more about the benefits of automating your quality management – from factors driving the decisions to implementation best practices and realizing ROI.

                    Solution Focus

                    • Quality and Compliance

                      AI-Powered Communications Profiling – Innovations in Financial Compliance

                      Speaker: Andrew Davies, Head of Global Financial Compliance at Verint

                      Discover how Verint Financial Compliance can help organizations stay clear of compliance risks and adhere to complex regulations in an ever-changing communications environment. Our unique approach called Human Compliance™ offers AI-powered Communications Profiling purpose-built for the financial markets, and innovative, market-leading capabilities such as the capture of persistent chat in Microsoft Teams.

                      Solution Focus

                      • Financial Services Industry
                      • Verint Financial Compliance

                        2024 Research: Trends in CX Automation

                        Speakers:

                        Donna Fluss, Founder and President at DMG Consulting

                        Kelly Koelliker, VP, Content Marketing at Verint

                        In the past, contact center software was often about connecting a customer to an agent. Now, AI enables us to drive CX automation and deliver capabilities we never imagined possible. In this session we’ll share recent research around AI adoption and usage in contact centers. Donna Fluss, Founder and President of DMG Consulting, and Kelly Koelliker, VP Content Marketing at Verint, will share research about what your peers are doing globally in deploying CX Automation and AI. What technologies are being adopted? Are organizations seeing value? What technologies are being prioritized? Learn all that and more at this insight-filled session.

                        Solution Focus

                        • Verint Open Platform