Verint: Facilitating Exceptional Customer Engagement

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Dan Bodner, CEO

We live in the digital-first world where customer expectations are rising in tandem with technological innovations. This profound effect on customer behavior puts forth the need for 24x7 authentic interactions, be it via- human assistance or support bots. However, the COVID-19 pandemic has further made it difficult for CX teams to work cohesively in the wake of remote working trends. Businesses often fall short to better engage their growing customers with the existing teams and resources. This gives rise to what New York-based Verint terms as engagement capacity gap.

As a global provider of a comprehensive customer engagement platform, the firm helps clients identify the solution to build enduring customer relationships to close that gap. Verint's platform connects the dots across back-office workflows, compliance, digital marketing, and IT to deliver an exceptional customer experience. “The pipe dream of engaging customers holistically can become a reality with Verint’s suite of innovative solutions that we bring to the table,” says Dan Bodner, CEO of Verint.

Verint’s customer engagement platform offers three core solutions. Firstly, its experience management (EM) module delivers a new CX framework that enables CX teams to make in-the-moment decisions from multiple contact centers, webchats, and feedback surveys. With rich data insights on a unified dashboard, it is an easy feat to deliver a boundless customer experience. Secondly, Verint’s engagement data management (EDM) solution helps CX teams to build a data hub from multi-channel customer interactions. This orchestrates an efficient data flow across disparate customer data silos. The final module, workforce management (WFM), enables employees to gain access to performance metrics for delivering better service than before. Further, it allows managing executives to analyze employees’ operational efficiency of engaging customers. “By powering all these solutions, our robust analytics environment stands out from the pack, and it is an area in which Verint shines,” adds Dan.

The scalable platform of Verint is powered by Verint Da Vinci AI and Analytics engine to drive automated, real-business outcomes. “Our Da Vinci AI and Analytics engine acts as an expert partner that goes beyond streamlining processes to help clients build and grow customer relationships at scale,” prides Dan. On top of that, Verint avails an Intelligent Virtual Agent (IVA) pro package to help clients build their user-friendly chatbots with its low-code, AI-powered approach. In turn, it delivers a rapid RoI as well as a highly automated customer experience.

The pipe dream of engaging customers holistically can become a reality with Verint’s suite of innovative solutions that we bring to the table

Verint uses its open-source cloud or any other on-premise environment when it comes to deploying the customer engagement platform. Their highly secure and reliable cloud connects customer engagement silos across all touchpoints. It also houses APIs and development tools for easy integrations. Verint also offers professional services to create positive outcomes for customers. Its expert team evaluates where clients stand with their customer engagement, what kind of solutions, etc. They account for the missed hiring plans and investments due to COVID as well. Further, the teams assess clients’ future perception of customer experience solutions, investments, technology deployments, and workforce capabilities. Finally, Verint rates the client’s CX readiness on a 100-point scale for closing the engagement capacity gap. “We call our proprietary score method as engagement preparedness index (EPI),” mentions Dan. With EPI, the company recommends best customer experience practices to connect data, workflows, and experience ultimately. Not stopping there, Verint’s advice line service provides quick guidance regarding back-office operations for a better customer experience.

In an implementation highlight, a research and science company named Thermo Fisher Scientific lagged in collecting customer data due to disparate survey platforms. The client therein needed customer experience analytics to combat increased spend on multiple platforms. As such, Verint offered enterprise feedback management as a standalone solution to leverage responsive customer surveys via cross-channel reporting and analysis. It has ultimately helped them to promote product innovations along its research lines. Recently, the company has won several accolades for its breakthrough innovation of IVA in AI. Backed by the prowess of many such success instances, Verint’s spectrum of solutions stands testimony to the team’s deep understanding of customer experience management.

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Company
Verint

Headquarters
Melville, NY

Management
Dan Bodner, CEO

Description
The company is a global customer engagement platform provider that helps clients identify the solution to build enduring customer relationships. Verint’s customer engagement platform offers three core solutions. Firstly, its experience management (EM) module delivers a new CX framework that enables CX teams to make in-the-moment decisions from multiple contact centers, webchats, and feedback surveys. With rich data insights on a unified dashboard, it is an easy feat to deliver a boundless customer experience. Secondly, Verint’s engagement data management (EDM) solution helps CX teams to build a data hub from multi-channel customer interactions. This orchestrates an efficient data flow across disparate customer data silos. The final module, workforce management (WFM), enables employees to gain access to performance metrics for delivering better service than before