Verint CX Automation: Achieving AI Business Outcomes
Verint's platform facilitates the transition from AI experimentation to tangible business results, particularly within contact centers. By automating customer experience (CX) processes, Verint helps organizations reduce costs and enhance CX simultaneously. This is achieved through AI-powered solutions that streamline operations and improve agent efficiency.
Key Features and Benefits
- AI-driven self-service: Reduces call volume and operational costs by enabling customers to resolve issues independently. One bank reported saving $10 million through an 80% containment rate using Verint's Intelligent Virtual Assistant (IVA).
- Real-time knowledge automation: Equips agents with the information they need, reducing call handling times and increasing agent capacity. A bank saw a $9 million saving by reducing call times by 20 seconds, resulting in a 7% increase in agent capacity.
- Flexible scheduling (TimeFlex Bot): Improves agent satisfaction and reduces attrition by offering flexible scheduling options. An insurer reduced attrition by 30% using this feature, resulting in a $4.5 million saving.
- Open platform: Allows for seamless integration with existing systems and future-proofing of technology investments.
- Data and AI-driven insights: Provides actionable intelligence to optimize CX strategies and drive continuous improvement.
Use Cases
Verint's solutions are applicable across various industries, including banking, insurance, and telecommunications. The platform's adaptability allows for customization to meet specific business needs and challenges.
Comparisons with Other AI Solutions
Verint distinguishes itself through its focus on delivering tangible business outcomes, not just AI features. Unlike some competitors who focus solely on individual AI tools, Verint offers a comprehensive platform that integrates various AI capabilities for a holistic CX solution. This integrated approach leads to greater efficiency and cost savings.
Conclusion
Verint's CX automation platform empowers organizations to leverage AI to achieve significant cost reductions while simultaneously enhancing the customer experience. The platform's open architecture, data-driven insights, and proven track record make it a compelling solution for businesses seeking to maximize the return on their AI investments.
