Digital-First Engagement
Seamlessly provide your customers with the right experience at the right moment on their channel of choice.
What is Digital-First Engagement?
With Verint Digital-First Engagement solutions, you can:
- Drive personalized, proactive connections on a customer’s channel of choice
- Automate interactions and improve key metrics while elevating customer experience
- Combine a workforce of humans and bots seamlessly with engagement orchestration
- Harness data to drive insights and action with Verint Da Vinci AI and Analytics
Download The 2022 State of Digital Customer Experience Report
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Giving customers the confidence to drive digital innovation
Hear how Alight Solutions leverages Verint Intelligent Virtual Assistant to accelerate its digital-first strategy and better serve over 20 million people worldwide.
Alight Solutions has received the Opus Research Conversational Commerce Award by leveraging Verint’s Intelligent Virtual Assistant™ (IVA) to transform its web self-service experience with automation.
Digital-First Engagement Solutions
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Leading-edge natural language processing, machine learning, and robust intent understanding to deliver human-like interactions. Verint Intelligent Virtual Assistant (IVA) powers personalized digital and voice interactions.
- Deploy AI-powered IVAs and chatbots for next-generation self-service
- Engage customers and employees via text, voice, and digital channels
- Benefit from one of the industry’s largest natural language understanding intent libraries
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Support human-to-human, human-to-bot, and even bot-to-bot interactions. From social messaging apps to SMS to online communities, Verint Engagement Channels automate customer-centric experiences.
- Empower customers, partners, and employees with your own flexible, customizable online community
- Enable brands to deliver digital-first customer engagement across private messaging channels
- Capitalize on every chat and email conversation with intelligent routing and vast integration capabilities
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Orchestrate every interaction from engagement to resolution. Seamlessly connect a customer’s journey across channels and drive intelligence across the workforce. A single view into interactions, technologies, and channels.
- A single application that shows messaging, phone calls, chats, SMS activity, and more so your agents can instantly see all activities
- Anticipate their needs with event-driven customer engagements
- Consolidate and simplify your processes and self-service use cases
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Work at the speed of your customers. Verint Knowledge Management connects your company, customers, and bots with easy-to-use knowledge. Deliver accurate, compliant, and consistent answers in real time across multiple touchpoints.
- Find up to date information using everyday language
- See relevant knowledge without even having to search
- Anticipate what both customers and employees want, while also predicting what they’re going to ask
Delivering a 271% ROI within three years
Based on customer interviews and proprietary financial analysis, Forrester found that a composite Verint customer received a 271% ROI within three years of incorporating Verint DFE solutions into their operations. Customers improved contact center efficiencies by deflecting 20% of inbound customer calls, leading to $15.4 million in savings. Download the full study to uncover the Total Economic Impact Verint DFE solutions could have on your organization.
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Powered by Verint Da Vinci AI and Analytics
Infused with advanced machine learning models, natural language processing, intent recognition models, predictive modeling, and analytics engines embedded in the Verint Cloud Platform, Verint Da Vinci AI and Analytics activates insights and automates experiences across your business.
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“We realized the shifts we had made to be more digital and more consumer-focused were working, as our eCommerce channel was the only channel able to grow during the COVID pandemic shut down.”
“Verint Knowledge Management has become the backbone of our operations. More and more departments want access to the knowledge management system – even those with no direct customer contact.”
Industry Recognition
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“Potential buyers should consider Verint’s platform for their contact center and customer-engagement needs. It is a dynamic company of long standing with a great deal of nuanced expertise and a record of continuous innovation.” (2021)
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“Verint is the leader for trusted, automated, conversational AI for supporting large enterprises and delivering meaningful ROI.” (2021)
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“Verint is a market leader with a unified platform on a common codebase, enabling new digital channels to be added swiftly. Extensive use of AI and the ability to analyze sentiment will appeal to large customer care centers.” (2020)
Digital-First Engagement - 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.
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Digital-First Engagement Insights
FAQs on Digital Engagement
Digital engagement is the method of interacting with customers over digital channels, such as email, private messaging, and live chat to build relationships, power digital customer service, and drive customer loyalty.
Customers expect to interact with brands in much the same way they do with friends and family. This means that businesses must engage across a wider range of channels than ever before. From live chat to messaging apps, email to social media, customers have the same expectations of an effortless experience regardless of channel.
Organizations need a new approach to help manage this growing customer preference – one that allows them to meet increasing customer expectations and interactions while breaking down workforce silos that can result when new channels are added – making it possible for brands to engage in a truly omnichannel way.
Digital engagement channels include your brand’s website, online community, social media channels, private messaging apps, email, and live chat channels.
Digital-First Engagement starts here.
Learn how Verint Digital-First Engagement is driving meaningful business outcomes across industries. Contact a Verint representative today.
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