Verint Unveils Next-Generation Contact Center as a Service (CCaaS) Transforming the Contact Center Landscape

Verint® (Nasdaq: VRNT), The Customer Engagement Company™, powering 85 percent of the Fortune 100 companies and thousands of brands worldwide, today will demonstrate its Open Contact Center as a Service (CCaaS) platform at Engage 2023 customer conference, the industry’s premier customer engagement event in Las Vegas.

Verint’s Open CCaaS Platform™ provides organizations with the foundation to choose the right path for their contact centers now and in the future. This next-generation open platform delivers customer experience (CX) automation while lowering operating costs and ultimately enables brands to achieve best-in-class contact center operations.

Historically, brands built their contact centers on telephony infrastructure and, as the industry started to shift to cloud, the first-generation cloud solutions were telephony-first and closed. Today, brands are focused on using open solutions to increase automation so they can elevate CX across channels.

“Industry labor spend is already very high at $2 trillion annually. Brands can no longer hire their way to providing better customer experiences. Verint is leading the industry with a CX automation platform purposely built to address the most strategic challenges of the contact center,” says Verint’s Dan Bodner, chairman and CEO. “In today’s fast-paced technology environment, brands adopt platforms that are open in all dimensions to future proof their contact centers. They need a platform that is designed to augment their human workforce with an effective team of specialized AI bots to deliver tangible business outcomes.”

Make Engagement Data Work 24/7

Having the right data is the key to making a contact center successful. With the Verint Engagement Data Hub architected at the core of the platform, brands can ensure their engagement data works for them 24/7.

The Verint Engagement Data Hub unifies siloed engagement data from all parts of the contact center including interaction data from every channel, workforce performance data of contact center employees, and customer experience data. Now brands can easily access data to empower agents and executives and export data to corporate data lakes for additional analysis.

Put AI at the Fingertips of Agents

Leveraging the latest AI models is imperative to future proofing CX Automation. Verint Da Vinci AI is at the core of Verint’s Open CCaaS Platform and incorporates the latest AI models from Verint and other commercially available AI.

Verint has created a team of specialized bots powered by Verint Da Vinci AI to augment the contact center workforce. These specialized bots are designed to perform unique customer engagement tasks such as containment, forecasting, compliance, agent coaching, and interaction wrap-up. Using AI to augment the workforce frees up agents to address more complex customer issues and ultimately provide differentiated customer experiences.

Maximize CX Automation and Evolve to Best-in-Class Operations

The Verint Open CCaaS Platform is designed to openly integrate with existing customer ecosystems. With Verint Open CCaaS, brands can start anywhere and embrace CX automation at their own pace to deliver tangible business outcomes, today and in the future.