Verint Channels & Desktop is a comprehensive solution that unifies customer interactions across telephony and digital channels in a single agent workspace. It leverages intelligent automation and AI to deliver improved flexibility, agility, and agent capacity. The platform supports seamless customer experiences across various digital channels, including private messaging, live chat, and email, with AI-powered routing ensuring optimal resource allocation. Verint's solution offers complete flexibility in telephony choices, integrating with existing systems or providing a native voice chan...
Vendor
Verint Systems
Company Website
Verint Channels & Desktop is an advanced customer engagement solution that unifies interactions across voice and digital channels in a single agent workspace. This platform leverages AI and intelligent automation to enhance customer experiences, improve agent efficiency, and drive significant business outcomes. It offers seamless integration of various communication channels, including telephony, private messaging, live chat, and email, ensuring consistent and personalized customer interactions. The solution's AI-powered capabilities, such as intelligent routing, self-service options, and knowledge automation, contribute to increased containment rates and improved agent capacity. Verint's platform provides businesses with the flexibility to adapt to changing customer preferences while optimizing operational performance, ultimately leading to cost savings and enhanced customer satisfaction.
Key Features
Unified Agent Desktop A single workspace for handling interactions across multiple channels
- Seamless management of telephony and digital channels (Facebook Messenger, WhatsApp, Twitter DM, email, live chat)
- Integration with Verint IVA for handling common customer inquiries
AI-Powered Routing Intelligent distribution of customer interactions across channels
- Ensures customers reach the right resource at the right time
- Improves first contact resolution rates
Flexible Voice Channel Integration Complete freedom of choice for telephony systems
- Option to keep existing ACD, bring a new ACD, or use Verint's native Voice Channel
- Integration of Verint IVA Voice for AI-powered self-service over telephony
Benefits
Increased Containment Rates Reduction in agent workload through effective self-service
- AI-driven personalized self-service experiences
- Continuous improvement of effectiveness through AI learning
Improved Agent Capacity Enhanced efficiency and productivity of customer service agents
- AI-powered transfer using contextual data for intelligent routing
- Knowledge Automation Bot for quick access to relevant information
Cost Savings Significant reduction in operational expenses
- Case study: $17M saved by a telecommunication company through 50% call containment
- Improved digital channel efficiency leading to millions in savings for financial institutions