Simplify, Modernise and Automate
Discover how Verint's solutions can help you forge deeper, more meaningful and valuable customer relationships.
Simplify, Modernise and Automate Customer Engagement
Our Customer Engagement Portfolio
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This is a snapshot of just some of the solutions that are available within the Verint® Customer Engagement portfolio. A full breakdown of the solutions we offer can be found in our Customer Engagement brochure. The solutions in Verint's portfolio can be deployed in the cloud or on-premises.
Capture, archive, and replay voice and screen
interactions that can help you enhance compliance,
reduce liability, and support customer
We offer a single, prepackaged solution that couples call recording with the power of speech processing, helping you to quickly extract actionable intelligence. Our software can capture, index, and retrieve interactions from multiple channels.
With 1 million calls per month across seven contact centres, Admiral Group had a need to understand their customer requirements and reasons' for calling, in order to improve the customer journey, reduce hold times, and gather comprehensive insight to reduce avoidable calls.
Verint Speech Analytics™, Verint Call Recording™ and Verint Quality
Smarter insights from customer calls and reduced average handle time
Increased efficiency by reacting to technological issues quickly
Identified process differences by site
Delivered training needs faster
Cut your call volumes in half through self-service
knowledge, reduce average handle time while
improving response accuracy, and deliver relevant
We offer a highly scalable solution that helps make it easier to deliver the right knowledge to users in the contact centre and to customers through self-service.
- Gives agents the tools they need to provide exceptional service.
- Helps increase first-contact resolution and improve response accuracy.
- Delivers relevant information automatically to reduce employee training time.
- Creates new knowledge in a timely and compliant manner.
SNS Bank set out to enable contact centre and branch location employees to deliver crystal clear answers to questions, regardless of complexity, every single time. Employees had access to up to 17 systems to collect information.
Verint Knowledge Management™ integrated with their client management system.
Significant jump in customer satisfaction after only 3 weeks
Increase in employee satisfaction
Consistent and standard responses delivered to customer enquiries
Help your contact centre make the transition to
smarter customer engagement, by efficiently selecting
and evaluating large numbers of interactions across
Our solution allows you to evaluate the attributes of a customer interaction, including voice conversations and associated screen data, email and web chat sessions, all from a single screen.
- Easily review interactions and activities without the need to toggle between multiple screens.
- Automate quality assurance.
- Arrange your workspace to meet your individual needs and preferences.
- Help employees develop and extend their skills.
Neopost had a need to better understand customer interactions and replace manual workflows to improve business and customer service strategy.
Verint Quality Management™, Verint Workforce Management™, Verint Speech Analytics™.
Improved NPS by 15%
42% reduction in calls to contact centre
Increased employee engagement to 73% and productivity by 30%
Increased revenue by 11%
Optimise your customer engagement
and omnichannel service strategies by
revealing trends, opportunities, potential issues,
and the root cause of customer perceptions.
Our solution can provide sophisticated conversational analytics to automatically identify, group, and organise the words and phrases spoken during calls into themes, helping to reveal rising trends and areas of opportunity or concern.
- Provides fast insights and findings that are accurate and unbiased.
- Delivers ongoing business value without costly set-up.
- Helps reveal intelligence for pinpointing cost drivers, trends and opportunities.
- Helps significantly reduce data storage requirements.
HomeServe is committed to building a customer-centric, multi-channel business.
However, voice remains its largest customer contact channel, with the company’s contact centres handling close to 2 million calls each year.
Verint Speech Analytics™.
Reduced service call levels by 10% and hold times by 20 seconds
Barriers to first contact resolution eliminated by identifying drivers of repeat calls
20% of voice interactions identified as repeat calls, enabling process improvements
Simplify the complex task of forecasting and
scheduling, to help reduce your costs, drive
business growth and operational excellence,
and improve employee effectiveness.
Our easy-to-use, web-enabled software removes the expense and administrative burden of thick-client solutions. It can measure and leverage the talents of individuals, and align their skills with your business objectives and customer needs.
- Forecasts daily and long-term workload and monitors adherence to schedule.
- Enables intra-day trends to be tracked against forecasts for quick action.
- Creates employee schedules to help consistently meet service levels.
- Automates scheduling and routine administrative tasks.
ABN AMRO set ambitious targets to improve agent availability within 40 seconds of an enquiry, whilst focusing on employee wellbeing and satisfaction by introducing flexibility into their work schedule.
Verint Workforce Management™.
Reduced overtime costs by effectively balancing workload and staffing
15% increase in employee satisfaction thanks to new scheduling method and work-life balance
Increased customer engagement and ROI
Operate a standardised framework and management
process across your organisation to gather, measure
and manage key performance data.
Back Office Workforce Engagement
Our solutions help introduce best practices on using real-time data to gain visibility into what’s going on, improve performance, and balance costs and service more effectively.
- Increase employee productivity, efficiency and engagement.
- Capture, prioritise and allocate work to skilled employees, while forecasting workloads and resource planning.
NHS Business Services Authority Pensions was challenged to meet anticipated increases in future demand for pension services while, simultaneously, delivering an improved value for money service, including a next-day processing target.
Verint Work Manager™, Verint Forecaster™ and Verint Principles of Operational Management™.
Identified 29% average capacity across the business unit, resulting in significantly faster turnaround times
Removed “peak” periods, as workloads are evenly balanced across the month
Created more effective work distribution, by allocating work to skilled resources the first time