Verint Engagement Orchestration

Verint Engagement Orchestration guides experiences throughout conversations, channels, and the workforce. A shared service center becomes a true customer experience center only when you can equip each agent with true omnichannel capabilities.

We support flexible working patterns, a hybrid workforce of humans and bots, and a growing number of channels. Future-proof the investments you make in your workforce by ensuring that they’re prepared to handle any interaction.

Verint Engagement Orchestration offers a single application that shows messaging, phone calls, chats, SMS activity, and more so your agents can instantly see all activities. With a single screen view, your agents can provide better service and track all interactions across channels – improving productivity, service, and profit.

Preserve context through the customer journey even if the conversation moves from one channel to another – or from self to assisted service. With asynchronous capabilities, agents can participate in multiple interactions at once, and you can orchestrate and prioritize workflows.

Why wait for your customers to reach out to you? Anticipate their needs with event-driven customer engagements. When a certain event occurs, our highly targeted proactive engagements let you stay aligned with your customers. Prompt relevant and engaging messages so you can create a cohesive customer experience.

With Verint’s solution for orchestrated customer engagement, consolidate and simplify your business processes and self-service use cases. On a single screen, you can manage cross-enterprise processes and uncover critical insights. With Engagement Orchestration, you can:

• Drive connected self-service
• Operationalize your data and analytics
• Personalize Intelligent Virtual Assistant behaviors
• Coordinate bots and human-assisted channels
• Boost process adherence and accuracy

With Verint Engagement Orchestration, you have the flexibility of a range of deployment scenarios to meet your needs. Our solution can be embedded in an existing CRM or CCaaS desktop or used on its own. Services can be delivered as embeddable components to accelerate time to value.