Customer Engagement Cloud Platform

Employee Engagement All the Rage at Verint Engage

20 Jun 2022

Verint is on a mission to help brands close the “Engagement Capacity Gap.” At Verint Engage, Verint’s annual customer event, attendees heard how the company’s platform and technologies can close the gap created between customer expectations and organizations’ limited budget and resources. Verint CEO Dan Bodner explained how the shift to digital engagement channels and rising consumer expectations for better and faster service, along with organizations’ limited budgets and resources, make it harder for brands to keep up with demands, creating a growing gap. Companies can’t just keep hiring people to meet rising demand and expectations and need new solutions to help close the gap.

Verint’s answer is its Customer Engagement Cloud Platform. As Bodner explained, Verint’s Customer Engagement Cloud Platform is built on a native cloud architecture, with DaVinci AI and analytics, shared services, and the Engagement Data Hub at the core providing shared services to enable Verint’s various applications to work together on one platform.

During the event, I spoke with Celia Fleischaker, Verint’s Chief Marketing Officer, about the key messages, the Engagement Capacity Gap, and Verint’s differentiation. In this video, Celia explained how Verint’s broad, open platform and AI services help close the gap, and how AI, automation, and analytics can be used throughout the organization and not just in the contact center. She also discussed how digital channels can be connected to help improve the employee and customer experience.

AI Across the Stack

As expected, many of the sessions and presentations focused on Verint’s AI tools. As Jaime Meritt, Chief Product Officer, explained, “Our data differentiates our AI. If you don’t have data feeding your AI and continually monitoring the performance of your AI, you won’t succeed.” Built on 25 years of customer engagement data, Verint uses its 750 million comments analyzed, 9 billion calls analyzed, 120 million IVA sessions, and 300M survey responses, to feed and create the AI models (see diagrams below).