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).

With a “platformatic approach” to AI, Verint leverages AI across the entire stack. As shown below, the data feeds into the AI models, supporting Verint’s digital-first engagement, workforce engagement, and experience management applications.

One Workforce

Of course Verint took advantage of the Engage event to make new announcements, and introduced One Workforce. One Workforce enables the entire workforce – including workers in the front and back office, branches, and stores, as well as bots – to engage with customers to increase capacity, flexibility, and agility. As Heather Richards, VP, Go-to-Market Strategy, Digital-First Engagement, explained, new digital channels create more silos, with separate agents handling each channel, lacking visibility to what happened in other channels. Bots and humans have to work together and can’t operate in silos. One Workforce provides the ability to orchestrate the workforce as one large of pool of resources, enabling the entire workforce to engage with customers in the right way at the right time. As Heather noted, “As the workforce becomes unified, magic starts to happen.”

I’ve long been a proponent of knocking down the walls of the contact center to enable anyone in the organization to serve customers, and Verint’s One Workforce approach helps bring this concept to life. By providing the right tools and resources to workers and eliminating silos, organizations can better serve customers’ changing needs regardless of channel or which employee – human or bot – is assisting the customer.

One Workforce is an approach enabled by Verint’s platform. Elements include:

  • Orchestration, Knowledge, and Real-Time Support to orchestrate people and bots and leverage a unified knowledge system
  • Intelligent Hiring, Forecasting, and Scheduling across the entire workforce of people and bots
  • Quality and Compliance, including delivering contextual coaching to improve quality
  • Next-Generation Interaction Analytics to analyze interactions

I spoke with Heather about digital engagement, One Workforce, and why organizations are choosing Verint for digital channels.

Total Quality

Verint also announced Total Quality, which uses AI, automation, and analytics to evaluate 100% of interactions, enabling more impact with less effort.

In a traditional quality model, only 1-3% of phone calls are evaluated, with coaching based on a limited set of data after the fact. With Total Quality, all interactions on all channels – including voice, digital, and bots – are evaluated, bringing the customer perspective and perception of quality into the workflow. Total Quality includes capabilities for automated, omnichannel quality monitoring with real-time coaching and real-time Agent Assist. Organizations can add any level of analytics, AI, or automation capabilities they need, when they need it.

I spoke with Daniel Ziv, VP, Go To Market Strategy for Speech and Text Analytics, who explained the role of knowledge, AI, and analytics, as well as One Workforce, and Total Quality. In this video, Daniel also discussed Real-Time Coaching which identifies coaching opportunities that impact quality faster and with less effort. He also provides some examples of how customers are using Verint’s tools to improve their quality scores.

Strategic Partnerships

I also had a chance to catch up with my long-time friend, Richard McLeod, Global Vice President, Strategic Alliances. In this video, Richard discussed Verint’s go-to-market partners and the value they provide to customers. Consulting firms and system integrators play a big role, especially as customer deployments and use cases become more complex, and as organizations move large workloads to the cloud. Richard also discusses how he views the future (hint: it’s all about AI and breaking down silos).

Chef José Andrés – Find Your Fire

Aside from the information shared, perhaps the highlight of the event was hearing from Chef José Andrés, founder of the World Central Kitchen, who discussed how his organization helps so many people around the globe. He was truly inspirational (and funny), exhorting the audience to “Find your fire, control it, master it, and then apply that fire to anything you want to cook in your life.”

I’ll conclude with Andrés’ parting words: “We are in the service of helping others to adapt to the moment. Every emergency is an opportunity for you to serve. Embrace adaption for the moment and the opportunity for you to serve.”

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