Verint recently announced it was named to the inaugural Constellation ShortListfor Conversational AI. This recognition demonstrates continued innovation in Conversational AI for Verint’s Digital-First Engagement Solutions—the technology vendors and service…

Halloween candy is filling grocery store shelves. “Pumpkin Spice” is returning to coffee shops everywhere. This can mean only one thing. “Open Enrollment” is just around the corner, and that means it will be busy season in healthcare industry contact…

Self-service solutions are no longer a luxury for an organization’s contact center operations. Customers expect to find the assistance and information they need whenever they need it and in the channel of their choice.

Companies have deployed Verint…

Verint recently announced that it has received top scores in multiple customer satisfaction categories according to DMG Consulting LLC’s 2022/2023 AI-Enabled Self-Service for the Enterprise Report – including a perfect 5.0 out of 5.0 in the Overall Vendor…

Verint is pleased to announce that its Intelligent Virtual Assistant (IVA) was selected as “Best Chatbot Solution” in the AI Breakthrough Awards program conducted by AI Breakthrough, a leading market intelligence organization that recognizes…

As we emerge from the pandemic with rising inflation and a cost-of-living crisis, consumers are being more careful than ever when deciding where to spend their money. For brands, acquiring new customers is going to be tough. Focusing on retention should…

Verint is pleased to share that Verint Intelligent Virtual Assistant was recently named a product winner by the Business Intelligence Group in the “Intelligent Agent” category for the AI Excellence Awards Program. This awards program recognizes the organizations…

Shift CX – Germany: Improving CX and Customer Service with Online Communities

March 9; Online Webinar 

Join Verint’s Jon Allen, Vice President GTM Strategy, Digital-First Engagement, Community, at 1:10 p.m. German time (GMT+1). Learn how companies…

For many companies, delivering an excellent customer service experience has never been more challenging than it is right now.

Customers are engaging with brands through digital channels at unprecedented levels—and they expect a great customer experience…

With the publication of my column in the January 2022 issue of Contact Center Pipeline magazine, I officially announced to the industry my intention to retire this year. I have not renewed any client contracts for 2022 and have not initiated any new research…

We’ve realized one thing is certain over the past two years: more people are engaging through digital self-service channels than ever before. This has been happening for years now, but the pandemic accelerated that trend.

While this increase is…

AI at Your Service: How Contact Centers Can Make the Most of AI in a Digital-First World

November 2; Online event

Join Donna Fluss, Founder and President of DMG Consulting, and Jen Snell, VP, Go-To-Market, Conversational AI at Verint, for this live webinar…

Senior Analyst, Opus Research

Digital transformation projects and opportunities are now top-of-mind for enterprise call centers. Expedient support and resolution options that meet customers in their preferred channel are soon to become the norm, not…

PanAgora Pharma CX Tech Summit

October 6; Online event

Join Verint’s Megan Brown, VP, Cognitive Solutions, Verint Intelligent Self-Service, for “A Smart Start: Pre-Built Intelligence to Drive Your Digital Transformation” at 10:45 a.m. EDT. Although businesses…

The popularity of low-code intelligent virtual assistants (IVAs) has been fueled not only by a desire for faster deployments, but also a need for non-programmers to work on the back end of the chatbot.

We’ve seen this firsthand with the recent launch…

Lead Analyst & Founder, Opus Research

Some say it is “too soon” to put the pandemic in the past tense. Like its cousin the common cold, they say, some form of COVID-19 is here to stay. Yet, there is no better testimony to the indomitable nature of…

Customer service delivery for all—as the world has turned upside down over the last 18 months, this has grown more important than ever.

So how does this look in today’s real world? A do-it-yourself (DIY) approach to intelligent virtual assistants…

Online communities have never been more necessary than they are right now. Customers are buying online more than ever and are looking for a place to communicate about a company’s products and services—as well as a place to self-serve during and after…

CX Megatrends to Watch in 2022

August 10; CRMXchange webinar

Join Verint’s Kelly Koelliker, Senior Director, Content Marketing, at 1 p.m. ET as she participates in this panel discussion. Are you curious about the most important trends for 2022? The panel…

Self-service is a hot topic in 2021! From chatbots to AI, machine learning, knowledge management and more, self-service is influencing the way customers interact with businesses. Through multiple communication channels such as virtual assistants, chat…

Verint recently announced it won an AI Breakthrough Award for excellence and innovation in artificial intelligence (AI). Verint Intelligent Virtual Assistant Professional (IVA Pro) Package—Verint’s low-code conversational AI offering—is the winner of…

I’ve been covering the contact center industry since my career as an analyst began at Dataquest back in the dark ages—1989. After 30 years I thought I’d seen pretty much everything from an industry perspective. That was until 2020 came along.…

We’re all working differently right now. Some of you reading this are sitting in a makeshift home office in what used to be a dining room when you’d typically be chatting with a team member over a cubicle wall. Things are different, and they’re going…

After more than a year of staff working from home and now slowly returning to the office, companies face a fresh new set of challenges. The pandemic accelerated trends for working and shopping from home—and these trends now require new approaches for…

The world of the contact center—like everything else—has changed dramatically over the last year+. The shift to primarily working from home has been well-documented. We are getting closer to emerging from COVID restrictions and getting back to “normal…