DestinationCRM.com recently spotlighted Verint’s announcement that it has significantly updated its Enterprise Workforce Optimization suite, which includes major enhancements to mobile apps, an omnichannel recording platform, and embedded real-time analytics.  These enhancements enable ...
I don’t think I’ll surprise anyone by saying that, as an industry, we sometimes tend to get a bit ahead of ourselves. Vendors try to offer products to a market that’s not ready for them, and buyers may postpone purchases of solutions today in favor of waiting for technologies and products that are ...
You probably know that online communities are growing in popularity and offer a variety of benefits. As a CX professional, I like the idea of communities. And speaking for the company I work for and its nearly two-year-old social community, I can testify to these benefits of having our own online ...
As fraudsters become more and more sophisticated, contact centers need to equip themselves with every advantage to outsmart them. At the same time, they have to protect the customer experience so that legitimate callers do not have to endure an authentication maze just to get something done.
Announced this week, this suite now offers wide-ranging enhancements that enable organizations to interact with customers across many different channels. These enhancements include a consolidated platform for recording calls, texts, Skype audio, chat and video—in which real-time analytics are ...
In previous blogs, my colleagues and I have written extensively about Verint Knowledge Management solutions and how to maximize the value of your knowledge management solution.  Knowledge management offers tremendous benefits around the speed, quality, consistency and agility of information ...
If yours is among the growing number of companies that have embraced customer engagement as a business strategy, you may be wondering, “Should we be doing something differently than before?” The short answer is yes and no—and importantly, you should be doing the same things better.
As the world leader in serving science—with a mission to enable its customers to make the world healthier, cleaner and safer—Thermo Fisher Scientific was challenged by too many survey platforms, which, in turn, made valuable survey data more difficult to manage. The company needed a single survey ...
Verint is pleased to be a finalist in the 2017 Digital Innovation Awards by Ventana Research in the Customer Excellence category for Verint Digital Feedback Management. Digital Feedback Management is part of the company’s Voice of the Customer (VoC) suite and became part of the market-leading ...
This week we celebrate National Customer Service Week—and today we celebrate CX Day. However, what we’re really celebrating is our customers trusting us every day with their business. We’re thankful for the confidence that you have instilled in us and work each day to earn your business.
CRMXchange Roundtable Webinar October 12; Webinar Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. ET. This session will explore the expectations of today’s consumers—from customers being able to connect with ...

Subscribe to Email Updates