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A Single Agent Desktop for Voice and Digital Channels

  • Unified Agent Desktop

    Unify customer interactions across telephony and digital channels in a single agent workspace for better flexibility, agility, and agent capacity.

    • Simplify customer engagement across all channels with a single agent experience and omnichannel workflows.
    • Orchestrate the workforce across all engagement channels, dismantling silos and improving workforce agility.
    • A unified view of customer interactions helps agents provide more consistent and accurate responses.

    Diagram showing how Verint Channel Automation unifies voice and digital
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Deliver AI Business Outcomes Across Voice and Digital Channels

  • Verint Intelligent Virtual Assistant

    Deliver personalized self-service experiences over your voice or digital channels to effectively contain customer inquiries and reduce agent workload, continuously improving effectiveness through AI.

    • Leverage the power of Verint IVA with pre-built, industry-specific natural language understanding (NLU) models to handle common customer inquiries.
    • There’s no need to rip and replace, you can modernize your legacy IVR with Verint IVA Voice without disruption.
    • Increase self-service team capacity by automating the manual workflows that are usually required to build, manage and refine conversational flows.

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The Verint Transcription Bot.

Driving AI-Business Outcomes, Now

  • Keep your existing systems

    No matter what your current ecosystem looks like today – on-premise, in the cloud, or a hybrid – you can add bots and functionality without having to rip and replace.

  • AI at Your Fingertips

    Our bots fit seamlessly into your existing workflows and management processes, placing AI at your agents’ and managers’ fingertips.

  • Start at Your Own Pace

    You can pick and choose the bots or solutions to automate the CX workflows that are most important to you. Start small with one bot and grow from there.

CX Automation Insights

FAQs on Digital Engagement

Digital engagement is the method of interacting with customers over digital channels, such as email, private messaging, and live chat to build relationships, power digital customer service, and drive customer loyalty.