Verint
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Calabrio ONE is an integrated solution to help optimize the workforce in call centers by giving you accurate information in a multi-channel environment, under one system.
Verint Workforce Management is web-enabled software that simplifies the complex task of forecasting and scheduling, and provides performance management and eLearning capabilities.
Verint Speech Analytics enables you to transcribe and analyze millions of calls to discover customer insights and improve contact center performance.
Verint Engagement Orchestration provides a holistic method for integrating customer interactions across an entire organization to eliminate silos and accelerate ROI. You have many channels and need to deliver one experience. We make it simple for customers to start a conversation in one channel and then seamlessly switch to another one and continue from there. Even if a new agent picks up the interaction, the customer won’t have to repeat themselves. Agents have all the information they need and customers get the experience they deserve.
Verint CX Automation is an AI-powered platform designed to enhance customer experience by automating interactions and augmenting human agent workflows. By integrating advanced bots and analytics, it enables organizations to increase efficiency, reduce operational costs, and deliver personalized customer engagements across various channels. Key Features and Functionality: - AI-Powered Bots: Verint offers a suite of specialized bots, including: - Coaching Bots: Provide real-time, non-disruptive guidance to agents, improving performance and reducing call durations. - Interaction Wrap-Up Bot: Utilizes generative AI to automatically summarize calls, cutting down after-call work by approximately 60 seconds per interaction. - Knowledge Automation Bot: Delivers precise information to agents by summarizing search results, enhancing response accuracy and speed. - Intelligent Virtual Assistant : Offers personalized self-service experiences across voice and digital channels, increasing interaction containment rates. - TimeFlex Bot: Empowers agents with flexible scheduling options, reducing attrition and improving work-life balance. - Omnichannel Engagement: Supports seamless customer interactions across voice, chat, email, and social media platforms, ensuring a consistent and personalized experience. - Workforce Engagement Management : Provides tools for forecasting, scheduling, quality monitoring, and performance tracking to optimize staffing and enhance employee productivity. Primary Value and Solutions Provided: Verint CX Automation addresses the challenge of balancing exceptional customer service with operational efficiency. By automating routine tasks and augmenting agent capabilities, it allows organizations to: - Increase Agent Capacity: Automation of repetitive tasks enables agents to handle more complex interactions, improving overall productivity. - Elevate Customer Experience: Personalized and efficient interactions lead to higher customer satisfaction and loyalty. - Achieve Cost Savings: Reducing manual efforts and optimizing workflows result in significant operational cost reductions. For instance, a Fortune 500 brand reported savings of approximately $2 million by deploying Verint Quality Bots to modernize their quality program, achieving a 34% increase in agent evaluation accuracy. By leveraging Verint CX Automation, organizations can effectively orchestrate a workforce of human agents and AI-powered bots, delivering superior customer experiences while maintaining cost efficiency.
Verint Predictive Experience can deliver a 360-degree view of customer and employee experiences by measuring them across a variety of touchpoints and predicting the best, most effective ways to enhance them.
Verint cyber security is a platform leverages machine learning and behavioral analytics.
Verint’s award-winning intelligent virtual assistants and enterprise chatbots boost brand loyalty, glean business-changing insights and drive sustainable ROI.
Verint Copilot Bots automate agent workflows in real time to reduce manual effort and support more efficient customer interactions. Each Copilot Bot focuses on automating a specific task to reduce agent workload. The Copilot Bots include: Smart Transfer Bot, Knowledge Automation Bot, Coaching Bot, Wrap Up Bot, and Agent Virtual Assistant. These bots help preserve context across handoffs, surface summarized knowledge, provide real-time coaching, automate after-call work, and complete customer transactions on the agent's behalf They integrate with existing contact center workflows, enabling organizations to deploy individual bots, validate outcomes, and scale based on business requirements.
Verint Reviews
Jorge Octavio V.
Docente de tiempo completo at Universidad VeracruzanaAccurate Voice Recognition and Biometrics in Verint Voice
Verified User in Animation
Powerful Automation and Insights, Though It Takes Time to Learn
Haris H.
Senior Solutions Consultant at OrpivReal-Time Support Enhancer with Room for Customization
About
What is Verint?
Verint® is a leader in Customer Experience (CX) Automation, serving a customer base that includes more than 80 of the Fortune 100 companies. The world’s most iconic brands use the Verint Open Platform and our team of AI-powered bots to deliver tangible AI Business Outcomes, Now™ across the enterprise. Verint is uniquely positioned to help brands increase CX Automation with their differentiated, AI-powered Open Platform; driving enhanced customer engagement, increased efficiency and reduced costs across contact centers, back offices and digital channels. Verint, The CX Automation Company™, is Certified™ by Great Place To Work®.