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 inspired

From 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.

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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.

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Will 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!)

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SPOTLIGHT: 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 Catalog

Are Today’s CX Challenges Even Solvable?

Could AI Be The Solution - Or Cause More Struggles?
The world would be a pretty boring place if we all had to have exactly the same things – so when it comes to Open CCaaS, it’s about personal choice and customer preference. [Blog]
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Is CX Automation And Open CCaaS The Future?
Customer challenges turning up the heat in your contact centre? To keep your cool, you need to anticipate, automate, and innovate: Verint’s Heather Richards explains how [Video], [Deep Dive]
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But Really - What's The ROI On All This?
Doing more with less is a constant struggle for business leaders looking to balance their budgets. Explore the multi-million pound benefits of generative AI for the after-call process. [Exec Perspective]
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Customer Story

Verint Open CCaaS Platform Fuels CX Automation and One Workforce Approach at Navy Federal Credit Union

Learn more about Verint Open CCaaS

Navy Federal Credit Union

So... Is It Time To Reimagine The Contact Centre Platform?

Open CCaaS Sounds Interesting - But Isn't Automated CX About Replacing Agents?
We’ve all seen the movies – an AI takeover never ends well for humanity. So why would you want to automate your contact centre? (Spoiler – it’s not about replacing humans.) [Blog]
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Do I Need The Latest AI To Boost CX?
AI this, AI that – there’s a lot of AI chat out there. Join us as we cut through the chatter and share expert insight into how brands can use this innovative new tech to maximise customer experience and engagement. [Guide]
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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]

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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 Management

Can AI For CX Really Help Me Stand Out From The Crowd?

My Team Already Works Hard - What Can We Do To Be Even Better?
You know what they say – teamwork makes the dream work. And why limit your team to members of the human sort, when a blended human-bot workforce can go so much further and help you stand out? Meet the bots today. [Video]
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How Can AI Better Help Understand Customers?
When it comes to customer feedback, are you hearing the sound of silence? We can fix that. Go beyond the surveys nobody really wants to take, and leverage Voice of the Customer analytics for meaningful change. [Video] [Deep Dive]
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Can Open CCaaS Really Deliver?
Picture the freedom of the open road – but for your contact centre. Feels pretty good, right? We’ve created a platform that will help you feel that way every day – here’s how. [Video]
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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 Community

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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Inspired CX

From Knowledge Management to Knowledge Automation

Let AI do the job its qualified to do… and let humans focus on what they need to do

Will AI depersonalise the customer experience?

SPOTLIGHT: Specialized Bots Augment Your Human Workforce

Are Today’s CX Challenges Even Solvable?

Could AI Be The Solution - Or Cause More Struggles?

Is CX Automation And Open CCaaS The Future?

But Really - What's The ROI On All This?

Customer Story

So... Is It Time To Reimagine The Contact Centre Platform?

Open CCaaS Sounds Interesting - But Isn't Automated CX About Replacing Agents?

Do I Need The Latest AI To Boost CX?

What Role Does Data Play In All This?

SPOTLIGHT: AI-Powered Contact Center Forecasting

Can AI For CX Really Help Me Stand Out From The Crowd?

My Team Already Works Hard - What Can We Do To Be Even Better?

How Can AI Better Help Understand Customers?

Can Open CCaaS Really Deliver?

SPOTLIGHT: Enabling self-service and improving customer engagement

Would you like to talk to a CX expert?

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