Get Better Digital Contact Center Outcomes with Verint Open CCaaS Essentials
Deliver seamless customer journeys with a complete set of digital capabilities for the contact center.
Deliver AI business outcomes across voice and digital channels
AI-powered self-service
Use the AI-powered Verint Intelligent Virtual Assistant to deliver customer self-service over digital channels or voice to effectively contain customer inquiries and reduce agent workload.
AI-powered routing
Verint’s AI-powered routing uses contextual data to intelligently distribute interactions to the right resource at the right time, regardless of channel to improve first contact resolution.
A unified agent experience
Unify customer interactions across channels in a single agent workspace to power consistent conversations and the operational efficiencies of blended agents.
Omnichannel engagement data
Unify engagement data to power actionable insights that improve your contact center operations.
Introducing Verint Open CCaaS Essentials
Verint Open CCaaS Essentials enables innovation without disruption
A Complete Digital Contact Center Solution
Increased containment rates
Verint IVA for Voice and Digital works across every channel, replacing legacy IVR and basic chatbots, to enable seamless self-service at scale. It’s trained on decades of rich engagement data to provide personalized, contextual assistance that helps to reduce support costs while improving customer satisfaction.
AI-powered routing
Universal routing uses contextual interaction data to distribute queries to the right resource. With Verint Open CCaaS Essentials making it easy for agents to work seamlessly across channels, universal routing helps organizations tackle customer interactions more strategically and efficiently.
Unified workforce
Verint Open CCaaS Essentials de-silos the contact center, enabling a unified workforce of blended agents and bots to work seamlessly across channels. The workforce is supported by Knowledge Management Essentials which delivers agents information in real time for consistent answers and faster responses. Unified customer interaction history is also preserved to provide context that helps to reduce resolution times.
Unified engagement data
By cleansing and managing engagement data from all channels in a single location, it’s easier than ever to generate insights that lead to customer experience improvements. There’s no more hunting for scraps of information scattered across the organization— executives, business teams, IT professionals, contact center agents, and data analysts can all tap into this invaluable resource.
Supercharge CX automation with data
Unlock the power of Verint's Open CCaaS
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Frequently asked questions about the Digital Contact Center
A digital contact center platform unifies voice, chat, social, and other channels into one agent desktop. This integration ensures agents have immediate access to customer histories, enabling more personalized and timely support. By leveraging real-time insights, businesses can address issues proactively and streamline communication. As a result, customers enjoy faster resolutions and more meaningful interactions. Ultimately, this improves satisfaction, loyalty, and brand perception.
AI-powered routing analyzes factors like issue complexity, channel preference, and sentiment to connect customers with the right agent or resource. This reduces wait times and unnecessary transfers, leading to quicker, more accurate resolutions. The platform continuously learns from past interactions, refining its recommendations over time. Customers benefit from a more personalized, efficient journey. In turn, this fosters higher satisfaction and long-term loyalty.
Verint Open CCaaS Essentials seamlessly integrates voice, chat, email, and social channels into a single environment. This gives agents a unified view of customer interactions, ensuring consistent and personalized service. Customers no longer need to repeat their information across multiple touchpoints, speeding up resolutions. Ultimately, businesses gain agility, stronger customer relationships, and a more cohesive brand experience.
A unified platform eliminates the need for agents to switch between separate systems. With a single desktop, agents can access customer context, interaction history, and knowledge resources instantly. This reduces handling times and improves first-contact resolution rates. Agents can focus on delivering quality support rather than managing multiple tools. In turn, customers receive faster, more consistent help.
Proper data management ensures accurate, accessible customer information at every touchpoint. It helps agents understand past interactions, preferences, and needs in real time. With cleaner data and advanced analytics, businesses can refine strategies, predict trends, and tailor support. This level of insight results in more personalized and efficient service.
A traditional contact center often focuses on phone-based support, with limited integration of other channels. A digital contact center unifies multiple communication methods—like chat, email, and social—into one platform. This holistic view enables faster, more consistent resolutions and reduces repetition for customers. Agents gain deeper context, ensuring more personalized service. Overall, the digital approach meets modern consumer expectations and drives lasting engagement.
Yes. A cloud-based digital contact center lets agents securely access resources from any location. They can handle interactions, view analytics, and collaborate in real-time, no matter where they work. This flexibility expands the talent pool, reduces overhead, and maintains service quality. Ultimately, it provides a scalable, resilient model that adapts to changing business and workforce needs.
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