May 25, 2018
I recently went to Verint’s Engage18 conference, held in Dallas from May 14 to 17. It’s not a big conference; it was attended by about 1,500 people who use one or more of the company’s customer service products: workforce engagement, self-service, voice of the customer, and fraud and compliance. What it lacks in size, it makes up in focus and execution.
The conference was a delight to attend. I had easy access to customers, executives, and Verint employees who were able to articulate the strategy, positioning, and real successes that their products deliver. Verint’s complicated portfolio of products, built up from years of M&A activity, is now unified with simple, clear messaging that is much easier to digest than in prior years.
What I walked away with was a realization that Verint offers a unique set of solutions firmly centered on maximizing contact center operations. Sure, some of its products, such as knowledge management, fraud and compliance, and voice of the customer, have value in organizations outside of the contact center — but this is not the core of its success.
Verint offers a modern omnichannel agent desktop where agents work phone, digital, and social inquiries. Agents can have their hand held through process flows and guided to the right next-best action to take. Embedded knowledge management empowers agents with contextual content. RPA automates routine tasks.
Customers self-serve using curated and social content and autonomously interact via chatbots. Voice of the customer applications allow companies to keep tabs on the success of their operations. Customers can escalate to agents with minimal friction in their authentication and journey.
Supervisors plan, forecast, and schedule their teams using workforce management. They use automated quality management to score all interactions. They use coaching and learning tools to grow their workforce. They use desktop and process analytics to improve processes and employ speech and text analytics to surface incident trends to drive product and process improvements.
Altogether, these tools empower organizations to craft better customer and employee experiences. I will be curious to follow Verint’s success as it brings this message to its customers and prospects.