Inspired CX
As consumers we love amazing experiences, as CX professionals they inspire us to think differently and to create exceptional experiences for our customers.
This is why we have created this page – to inspire CX and inspire you. This is not about Verint, but snippets of content that drives our thinking. What is great CX, what is possible and what the future holds.
Are you ready to be inspiredFrom Knowledge Management to Knowledge Automation
Knowledge Management, vital to the success of any contact centre, is no longer just a searchable repository; the modern contact centre needs Knowledge As A Service, also known as Knowledge Automation, providing AI-powered, real-time, relevant information across the enterprise at users’ and agents’ fingertips.
Joining us on this episode of the CX Sofa Series is Heather Richards, VP Product Strategy and GTM, KM, at Verint, whose 20+ years of expertise take us on a whistlestop tour of the Knowledge Management landscape past, present, and future. She discusses hot topics including:
- How using AI in the contact centre might mean you’re not getting the benefits you think you are – and how Knowledge Automation can unlock that full potential.
- How Knowledge Management has traditionally been used – and how it’s evolved for modern day customer needs.
- The power of Knowledge Management as a single source of truth to address business challenges around elevating customer experiences while optimising labour resources.
Let AI do the job its qualified to do… and let humans focus on what they need to do
Adding AI to your contact centre and CX strategy is a surefire win, right? Add some bots and away you go. Well, not quite.
We speak to Verint Chief Product Officer – and self-confessed AI geek – Jaime Meritt on this episode of the CX Sofa Series to delve into what makes an augmented workforce and AI for CX successful. Spoiler – it’s all about data, strategy, and business outcomes.
Jaime chats through the data you need, why you need it, and the business implications for specific use cases and bots. Listen now for all you need to know about elevated customer journeys, automated CX, and a truly futureproof contact centre.
Learn MoreWill AI depersonalise the customer experience?
Everyone’s talking about AI, and how it’s shaping our future – but what does it mean for customers and agents in the CX space? Will jobs be lost to bots? Will personalised customer experience go out the window just as brands have started to become good at it? Or is all this AI hype just a flash in the pan?
We speak to Steve Bell, a man who’s been around long enough to see fads and technologies come and go, to get the real insight on whether or not AI will depersonalise the customer experience. (Spoiler – it’s pretty exciting news!)
Learn MoreSPOTLIGHT: Specialized Bots Augment Your Human Workforce
Verint injects AI directly into business workflows, putting AI at your users’ fingertips. We do this through a team of specialized bots, who each perform a specific task to help your human workers.
With these bots, you can remove manual tasks from your customer engagement processes and achieve CX automation. Each bot uses Verint Da Vinci AI to intelligently perform specific tasks, such as:
- Summarizing an interaction, removing after-call work efforts
- Responding to customer inquires in self-service, deflecting contacts
- Automatically scoring quality evaluations across all interactions
- Forecasting future customer interaction demand across channels
Verint’s specialized bots develop their expertise and accuracy by training on engagement data in the Engagement Data Hub. The hub acts as a bot gym.
View the Specialized Bot CatalogAre Today’s CX Challenges Even Solvable?
Customer Story
Verint Open CCaaS Platform Fuels CX Automation and One Workforce Approach at Navy Federal Credit Union
Navy Federal Credit Union
So... Is It Time To Reimagine The Contact Centre Platform?
What Role Does Data Play In All This?
Data’s not just the android from Star Trek – it’s at the heart of every strategy you need to drive CX. Managing and using your data effectively is crucial to closing the gap between what your customers expect, and what your organisation can do. [Video] [Deep Dive]
SPOTLIGHT: AI-Powered Contact Center Forecasting
Verint Workload Forecasting Bot and Extended Workload Forecasting Bot deliver the most accurate forecasts for projected interaction volumes across channels. By leveraging these bots, organizations see higher CSAT, lower staffing costs, and increased employee retention without requiring WFM teams to be AI experts.
Learn more about Verint Workforce ManagementCan AI For CX Really Help Me Stand Out From The Crowd?
SPOTLIGHT: Enabling self-service and improving customer engagement
Hear how Analog Devices uses Verint Community to offer a critical balance between self-service and human touch to improve customer engagement, drive real business value, and help close the engagement capacity gap. In addition to helping Analog gain a deeper understanding of customers to improve products and service, Verint Community has also become a powerful educational and onboarding tool for new team members.
Learn More about Verint CommunityWould you like to talk to a CX expert?
We have a team of experts ready to talk through your CX aspirations. Book a 25min discovery call where they will listen to where you are right now in your CX journey and where you would like to get to, then give expert advice on practical next steps.
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