News2018-08-23T13:44:25+00:00

Verint is Expanding its Cloud Platform Capabilities to Help Brands Accelerate Digital-First Customer Engagement

Conversocial Acquisition Will Enhance Verint Customer Engagement Platform with Additional Social and Messaging Channels and Further Expand its Conversational AI Capabilities

MELVILLE, N.Y., August 10, 2021Verint® (NASDAQ: VRNT), The Customer Engagement Company, today announced the expansion of the digital-first capabilities of its cloud platform through the acquisition of Conversocial. With this expansion, Verint’s market-leading conversational AI provides brands the ability to orchestrate customer journeys with a connected experience across their channels of choice.

The acquisition will expand Verint’s robust support for digital customer engagement with connections to most of the commonly used messaging channels, including Apple Business Chat, Facebook Messenger, Twitter, WhatsApp, and more. Conversocial helps leading brands such as Google, Sephora, British Airways, and Hertz build and scale relationships via the personal touch and convenience of social messaging.

In recent years, customer conversations have shifted from public social channels to one-to-one personalized messaging and brands are increasingly looking for ways [...]

Clarabridge Launches Groundbreaking AI-Augmented Quality Management Solution

Solution includes Intelligent Scoring of every interaction, agent self-coaching, and integrated workflows for a modernized and humanistic approach to QM

RESTON, VA—(BUSINESS WIRE, April 28, 2021)—Clarabridge, a global leader in Customer Experience Management (CEM) for the world’s top brands, announced today its integrated quality management solution that is changing the game for contact centers.

The rapid shift to remote work and new online service models over the past year has fundamentally changed the way customers interact with companies. Contact centers and consumers have had to adapt and evolve quickly. At the heart of this transformation are quality management and service teams, pressured to deliver a consistently high quality of service across all channels.

But this is not easy to do. IDG research reports that only 15 percent of CIOs say their companies do “very well” in maintaining a consistent user experience across all communication channels. That is because most quality management (QM) processes in contact centers still rely on expensive call sampling, [...]

Calabrio Unlocks Voice-of-the-Customer Business Intelligence That Fuels the Modern Enterprise with Newly Launched CXI Solution

Minneapolis — April 20, 2021 — Calabrio, the customer experience intelligence company, today announced the availability of Enterprise Customer Experience Intelligence (CXI) to better connect and elevate the modern enterprise with voice-of-the-customer business intelligence.

Using the out-the-box solution, organizations gain immediate value with comprehensive dashboards that disseminate intelligent, analytics-driven insights from the contact center and focus on metrics that matter most to key functions, beginning with marketing, finance and the contact center itself.

The foundation of a successful customer-centric organization lies with positioning the contact center at the heart of the business intelligence (BI) platform. Businesses know that the market landscape is evolving rapidly, led by changing customer needs and expectations. To meet the demands of today’s customer, automated AI-driven business intelligence can help the wider enterprise dynamically stay in tune with the true voice, needs, and behaviors of customers and frontline employees.

“Too many businesses are spending valuable time and resources searching for answers [...]

Clarabridge Unveils New Customer Experience Innovations to Drive Digital Engagement

Miami, FL — April 30, 2019 — Clarabridge Inc., the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, revealed new digital customer care innovations at its 11th annual Clarabridge Customer Connections (C3) conference. The technology unveiled in Miami will provide customers with a deeper understanding of the digital conversations happening on every channel, the tools to operationalize customer feedback data across all business operations, and the insights required to drive customer loyalty.

“Consumers want exceptional, empathetic, and effortless experiences everywhere, and to do that, brands need to understand their customers as people,” said Mark Bishof, CEO of Clarabridge. “The innovations we’re bringing to market empower organizations to build relationships internally and externally at scale, implement insights from customer feedback data across all areas of the business, and evolve the traditional, siloed approach to customer experience into one that is data-driven and focused on digital customer care.”

 

Clarabridge Engage & Predictive Reason Detection Take Digital [...]

Clarabridge Closes 2018 with Record Growth in the Contact Center

RESTON, Va.—BUSINESS WIRE—Clarabridge, Inc., the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, today revealed that it has closed a momentous 2018, with a record-setting fourth quarter, positioning the company for continued growth in 2019. The Clarabridge Contact Center Solution has grown in use by 800% in less than two years since launch, fueling the company’s success. In 2018, Clarabridge added nearly 100 new customers spanning Fortune 500 healthcare, financial, CPG, and high-tech institutions, and experienced a 45% increase in Q4 bookings.

With its cutting-edge conversation analytics, the Clarabridge Contact Center solution has analyzed over 3.5 billion sentences since 2017, including voice calls, chat, email, chatbots, messaging and social media interactions. Together, these digital conversation channels yield critical, actionable insights that help brands around the world drive loyalty and reduce churn. Collectively across its solutions, the company has processed nearly [...]

When we make things too complicated.

February 11 -

One of my clients, the CEO of an international agriculture business, said, “The price we pay for making things too complicated is immeasurable. It slows us down, makes for bad decisions, and scatters our efforts.”

Think about those three parts of the “price we pay” for making things too complicated:

1) Making things too complicated slows us down.

In today’s world, if we don’t move quickly opportunities disappear in the blink of an eye. The inability to focus and simplify means we will overthink our decisions, going back and forth with pros and cons and new considerations that we continue to add to the pile. Simplicity and focus enable us to make decisions more quickly. That’s a competitive advantage.

2) Making things too complicated makes for bad decisions.

In your experience, which solutions are the most effective? Which ideas are most likely to create success? The complicated ones? Or the simple ones? I ask that question of my audiences and the answer is [...]

Verint Launches New Intelligent Customer Self-Service Capabilities

MELVILLE, N.Y., March 15, 2018 — Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company, today announced new customer self-service capabilities, including intelligent virtual assistants (IVAs) and enterprise chatbots powered by an open, modular Artificial Intelligence (AI) engine. Verint is a recognized leader and innovator with a broad portfolio of self-service solutions, including IVAs, voice self-service (interactive voice response), web self-service and customer communities, all powered by knowledge management to drive consistent experiences across channels.

According to Gartner, “By 2022, it will be far more common for a video-based customer support agent to also share the user interface, or for a chatbot to be used by the customer support agent while conversing with the customer. Because of this, we expect the interaction proportions of human and artificial agents to be 36% human agent intervention/participation and 85% software (a combination of self-service and software used simultaneous with the human agent engagement).”1 Of that figure, 64% will be completely customer self-service and an [...]

Verint Launches Industry’s Most Modern, Flexible and Open Suite for Enterprise Workforce Optimization

New Version Delivers Revolutionary Enhancements to Mobile Apps, Omnichannel Recording Platform and Embedded Real-Time Analytics

MELVILLE, N.Y., October 10, 2017 Verint® Systems Inc. (Nasdaq: VRNT) unveiled today the industry’s most modern solution for empowering the workforce and enhancing performance. With contemporary mobile apps that fit the way today’s employees prefer to engage, it breaks new ground for organizations striving to improve the most dominant driver of positive customer experiences: positive employee engagement.

The new Verint Workforce Optimization (WFO) delivers key feature enhancements across the suite of applications. It integrates secure mobile access into WFO applications, enabling employees and managers to get work done from anywhere, anytime. It also expands automatic call distributor (ACD) neutrality—supporting all leading on-premises and cloud ACD suppliers—with an open application programming interface (API) library. Additionally, the suite now offers wide-ranging enhancements that enable organizations to interact with customers across many different channels—including a consolidated platform for recording calls, texts, Skype audio, chat and video—in [...]

Verint’s Industry-Leading Knowledge Management Now Available for Companies of All Sizes

New Cloud-Based, Enterprise-Class Knowledge Solution Advances Employee Engagement, Information Access and Consistency Across Customer Service Channels

MELVILLE, N.Y., July 19, 2017 Verint® Systems Inc.(Nasdaq: VRNT)today announced its new Knowledge Management Professional solution for organizations that span 90 to 90,000 users.The software is designed to quickly and easily get the right information to customers and employees at the right time, and help ensure the consistent delivery of that knowledge through shared intelligence across customer channels and touchpoints.

Every interaction between a company and customer is an information exchange—whether it’s a customer looking for information on a company’s website or a branch manager helping a couple prepare paperwork for a first home loan. Key to those interactions is access to timely, accurate information across the customer’s channel of choice. Many organizations today, however, face challenges fulfilling simple customer requirements—and their employees can get bogged down by an overwhelming amount of information housed in various repositories with no easy way or single point [...]

Real-Time Speech Analytics from Verint Optimizes Customer Engagement with Actionable Intelligence

Advanced Analytics Solution Helps Customer Engagement Centers Guide Interactions Toward Positive Outcomes, While Supporting Regulatory Compliance and Other Key Organizational Initiatives

MELVILLE, N.Y., August 24, 2016 Verint® Systems Inc. (Nasdaq: VRNT) today announced enhancements to its Real-Time Speech Analyticssolution. The software, which leverages conversational indicators and analyzes customer calls as they unfold, enables organizations to take a proactive approach to identifying opportunities to guide interactions for the mutual benefit of both the end customer and the organization. With the ability to positively influence customer interactions as they take place, companies can increase first-contact resolution, enhance the customer experience, manage policy and regulatory compliance and heighten satisfaction and loyalty.

Contextual Guidance at the Right Time

The sophisticated rules engine in Verint Real-Time Speech Analytics can identify the presence or absence of words and phrases, as well as the sentiment expressed. With rules functionality that supports a wide variety of word sequences —and proximity conditions that can identify situations in which a [...]

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