Verint InTouch

Customer Engagement

The boundaries between customer-facing, front-office channels and back-office support functions are blurring. As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement, a number of trends are making it easier to link ...
Leading enterprises recognize that the effective adoption and implementation of automation and artificial intelligence (AI) solutions within their customer engagement operations can be game-changing for the enterprise, potentially yielding higher revenue, lower operating costs and greater customer ...
We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the interest of improved customer service.
A recent Newsday article spotlighted Verint CEO Dan Bodner describing how artificial intelligence will help shape the future of customer service. In a keynote address last week at a conference hosted by the Center of Excellence in Wireless and Information Technology (CEWIT) at Stony Brook ...
Verint’s Dan Bodner, CEO, will present the opening keynote “Artificial Intelligence—Applications and Customer Engagement” at The Center of Excellence, Wireless and Information Technology (CEWIT) conference on November 7 at Stony Brook University’s CEWIT facility in Stony Brook, New York.
Are you engaged in a customer engagement optimization initiative that you feel has the potential for broad impact at your organization? Are you working on an automation or robotics project where you wish you could have just one more round of funding from your business unit’s budget—or just one more ...
Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency.  Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction.1 Omer Minkara, VP & Principal Analyst of ...
At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC).  The NACC is a 503(c)(6) not-for-profit membership organization based at Middle Tennessee State University. I work under contract as research ...
Robotic Process Automation (RPA) has historically referred to powerful software robots that can execute work on a virtual desktop or in a back-office server—automatically, around the clock, and without involving human employees. I discussed how robots can help improve work productivity in a ...
In parts one, two and three of this blog series, we looked at the background of Smart City initiatives, how sensors and other devices can make life better for us all, and the role that citizens and employees—humans, in other words—have to play in making our cities smarter.  In this final part, I’ll ...
The authors of the recent McKinsey Quarterly article, What does automation mean for general and administrative (G&A) and the back office? state that when it comes to Robotic Process Automation (RPA), “Getting started is the easy part … But scaling is hard.” 1 Many customers are jumping into ...

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