Verint Engagement Orchestration
Orchestrate customer engagement to unify all customer interactions with intelligent workflows that connect people, data, and experiences. Verint Engagement Orchestration powers asynchronous, customer-centric experiences that go beyond channels to connect the customer journey.
What is Engagement Orchestration?
Verint Engagement Orchestration provides a holistic method for integrating customer interactions across an entire organization to eliminate silos and accelerate ROI.
You have many channels and need to deliver one experience. We make it simple for customers to start a conversation in one channel and then seamlessly switch to another one and continue from there.
Even if a new agent picks up the interaction, the customer won’t have to repeat themselves. Agents have all the information they need and customers get the experience they deserve.
Flexible and configurable to meet your needs
With Verint Engagement Orchestration, you have the flexibility of a range of deployment scenarios to meet your needs. Our solution can be embedded in an existing CRM or CCaaS desktop or used on its own. Services can be delivered as embeddable components to accelerate time to value.
Key Benefits of Engagement Orchestration
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Bring it all together
Verint Engagement Orchestration guides experiences throughout conversations, channels, and the workforce. A shared service center becomes a true customer experience center only when you can equip each agent with true omnichannel capabilities.
We support flexible working patterns, a hybrid workforce of humans and bots, and a growing number of channels. Future-proof the investments you make in your workforce by ensuring that they’re prepared to handle any interaction.
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Orchestrate your workforce
Verint Engagement Orchestration offers a single application that shows messaging, phone calls, chats, SMS activity, and more so your agents can instantly see all activities. With a single screen view, your agents can provide better service and track all interactions across channels – improving productivity, service, and profit.
Preserve context through the customer journey even if the conversation moves from one channel to another – or from self to assisted service. With asynchronous capabilities, agents can participate in multiple interactions at once, and you can orchestrate and prioritize workflows.
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Trigger satisfying experiences
Read: HBR Trends in Digital-First EngagementWhy wait for your customers to reach out to you? Anticipate their needs with event-driven customer engagements. When a certain event occurs, our highly targeted proactive engagements let you stay aligned with your customers. Prompt relevant and engaging messages so you can create a cohesive customer experience.
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Amplify self-service with ease
With Verint’s solution for orchestrated customer engagement, consolidate and simplify your business processes and self-service use cases. On a single screen, you can manage cross-enterprise processes and uncover critical insights. With Engagement Orchestration, you can:
- Drive connected self-service
- Operationalize your data and analytics
- Personalize Intelligent Virtual Assistant behaviors
- Coordinate bots and human-assisted channels
- Boost process adherence and accuracy
Simplifying digital-first citizen engagement
Local governments offer many different and complex services, and sometimes it’s hard to deliver them efficiently. That’s why we provide citizen-friendly solutions so you can reduce complexity, drive connection, and share data seamlessly.
Verint Engagement Orchestration provides built-for-purpose workflows for Digital-First citizen engagement allowing citizens to interact in the way that suits them and, regardless of channel, get a consistent outcome.
On Demand Webinar: Citizen Engagement
The 2022 State of Digital Customer Experience Report
56% of customers under 45 prefer to reach out over digital channels, 78% of customers are loyal after receiving an amazing digital customer experience, and 46% of CX professionals say increasing personalization is their top priority in the next 12 months.
Download the full report to learn the other top 20+ market trends impacting customer experience in 2022 from your customers and competitors.
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Taking a holistic approach to service
Learn how Verint helped the Region of Waterloo accomplish greater orchestrated customer engagement by effectively managing communications, ensuring adequate staffing, and improving agent skills. Taking a holistic approach to customer service by combining knowledge, data, and channels into a unified platform, the Region of Waterloo achieved some incredible results.
Read the Case Study
Verint Engagement Orchestration handles nearly 400,000 calls, service requests, and citizen interactions each year.
Verint Engagement Orchestration delivers real, measurable results
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4 weeks
Decrease in agent training. Mastercard noted decreased agent training time from 6 weeks to 2 weeks.
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15%
Increase in customer satisfaction, according to City of Edinburgh.
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20%
Lowered call handling times, according to IAG.
Verint Engagement Orchestration is part of the Verint Cloud Platform
Verint Cloud Platform elevates every experience with an open approach to customer engagement. Powered by Verint Da Vinci AI and Analytics, the platform includes Workforce Engagement, Digital-First Engagement, and Experience Management solutions. Verint works with your existing ecosystem to close the Engagement Capacity Gap while seamlessly delivering experiences across channels and uniquely supporting the modern, distributed workforce of humans and bots at scale.
Learn more about the Verint Cloud Platform
Engagement Orchestration Insights
See Verint Engagement Orchestration in action
Learn how Verint is guiding better engagement journeys across channels and throughout entire enterprises.
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