At APAC engage2024, our expert panel discussed the critical roles of Open #CCaaS, #AI, and the agent experience in transforming customer service delivery, sharing key strategies for leveraging an open approach to technology. A very big thank you to our panel for sharing your wisdom and advice for transforming the future of contact centres! Audrey William Vasupradha S. Krishna P. Baidya Martyn Riddle
Verint Asia Pacific
Software Development
North Sydney, NSW 2,532 followers
Asia Pacific's #1 vendor of contact centre and CX applications.
About us
Verint® helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. With this approach, brands can navigate and thrive as they adapt to the future of work, eliminate the inefficiencies created by organisational and data silos, and consistently deliver differentiated experiences at scale across every interaction. Our solutions help brands close the gap created when they lack the resources required to deliver experiences that fulfill customer expectations. Closing this Engagement Capacity Gap™ helps them build lasting relationships with customers and drive real business results. The Verint Customer Engagement Platform draws on the latest advancements in artificial intelligence and analytics, open integration, and the science of customer engagement to meet ever-increasing, ever-shifting consumer interactions and demands. We help our customers to drive even greater value from their technology investments by working closely with a broad ecosystem of solutions and partners. With Verint, brands can finally unlock the potential of customer engagement across every area of the business to deliver consistently differentiated experiences to their customers and employees, and do so at scale to realize tangible business results. Closing the Engagement Capacity Gap Brands today are challenged to deliver quality customer experiences across dozens of engagement channels, hundreds of customer journeys, and millions of interactions – all with the same team and resources. This results in an Engagement Capacity Gap. Verint solutions are uniquely geared toward closing this gap. More than 10,000 organizations in over 175 countries—including more than 85 percent of the Fortune 100 — rely on Verint. To learn more, visit: www.verint.com
- Website
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https://www.verintapac.com/
External link for Verint Asia Pacific
- Industry
- Software Development
- Company size
- 51-200 employees
- Headquarters
- North Sydney, NSW
- Specialties
- Customer Engagement Optimisation, Customer Analytics, Engagement Management, Workforce Optimisation, Contact Center, Branch and Back-office Operations, Artificial Intelligence, Chatbots, Automation, Compliance, Call Centre, Workforce Engagement, Voice Of The Customer, Fraud, Intelligent Self-Service, Boundless Customer Engagement, and Engagement Capacity Cap Customer Capacity Gap
Updates
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We had an absolute blast hosting our VIP (junior) Verinteers at the Sydney office this week! Not sure who had more fun, the kids or the grownups 🎨🎈 A big THANK YOU to all the parents and helpers who helped make this day extra special for the next generation of Verinteers! 🚀 #BringYourKidsToWorkDay #LifeAtVerint
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Are you truly offering an omnichannel experience? Avoid these common pitfalls with proven strategies to ensure your communication channels are not only available but truly interconnected. Link in comments 👇 #OpenPlatform #CXAutomation #OmniChannel Barbara Kosko
Are You Truly Omnichannel?
https://www.verint.com
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Contact centre managers struggle to balance the operational needs of the contact centre with the demands of agents for scheduling flexibility. The Verint TimeFlex Bot gives agents agency over their own schedules while reducing the burden on managers. Read the Valoir View (link in comments). #timeflex #AI #bots
Verint TimeFlex Bot — Valoir
valoir.com
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In the latest Opus Research Decision Makers’ Guide, Verint Intelligent Virtual Assistant was highlighted for exceptional performance in all four scoring components: state-of-the-art capabilities, integration points and scalability, real-world success, and vision. Download the report to see the guide in full (link in comments) #VirtualAssistant #SpecialisedBots #AI
Opus Research 2023 Conversational AI Intelliview Report
https://www.verint.com
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Maximising customer feedback is key! 📊 Our latest blog explores effective survey delivery methods: embedding in apps for real-time insights, email for depth, and SMS for direct reach. Set the right survey strategy to boost response rates and data quality (link in comments 👇) #CustomerFeedback #VoC Stephen Davies
All the Ways You Can Serve a Survey
https://www.verint.com
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NTPLC puts Verint's Open Platform to work, reducing talk time and improving customer satisfaction while supporting a self-service channel shift initiative. The results? ✅ 18% reduced average talk time ✅ 14% increase in agents proactively promoting self-service ✅ 3% Improved overall customer satisfaction scores Check out the full customer success story (link in comments). #OpenPlatform #CustomerSuccess #ContactCentre
National Telecom Puts Verint Open Platform to Work to Reduce Talk Time and Improve Customer Satisfaction While Supporting Self-Service Channel Shift
https://www.verint.com
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Contact Centre as a Service (CCaaS) is shifting toward truly open platforms, emphasising the necessity for businesses to integrate innovations with existing technologies at their own pace. An #Open ecosystem approach allows for customisation and flexibility, addressing specific business needs for today's dynamic customer experience. Discover more about the future of open CCaaS (link in comments 👇). CX Today #CCaaS #OpenEcosystem
Verint CEO: The CCaaS Industry Was Looking for a Truly Open Platform
https://www.cxtoday.com
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Verint Open Contact Center as a Service (CCaaS) Platform secures “Best Use of AI” at the 2024 CX Awards! Verint Intelligent Virtual Assistant (IVA) also recognised with a "highly commended" distinction in the "Best Conversational Intelligence Solution" category. #CCaaS #CXAwards24 #AI CX Today
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CX Success! Check out how Cognizant used Verint Open CCaaS solutions to improve customer experience for one of the world's largest athletic footwear and apparel brands. By implementing Verint Speech Analytics and Verint Automated Quality Management, Cognizant was able to optimise the brand's customer interactions, improve operational efficiency, and maintain high standards of quality and compliance. This allowed them to reduce disconnected calls by 10%, short calls by 13%, and improve the brand's average handle time by 15%. By doing so, they saved the company $50,000 within the first three months alone. Check out the full case study (link in comments) 👇 #CustomerSuccess #Verint #OpenCCaaS
Cognizant Elevates CX for One of the World’s Largest Athletic Footwear and Apparel Brands
https://www.verint.com