ENGAGE 2024– Verint, The CX Automation Company™, announced the expansion of its contact center suite of business analytics solutions for business leaders, business analysts and IT developers.
The Verint Data Hub unifies behavioral data across all customer touchpoints across the enterprise and, as such, is a “gold mine” of business insights that can power the contact center and the entire enterprise.
Contact centers use the business analyst team to deliver deep dive analysis and answers to “what” and “why.” For decades, the pace of answering those questions by business analysts has been throttled by a resource bottleneck in hiring and training analysts. Brands have too few analysts to mine these insights, derive meaning and establish root cause in a timely fashion. With the new Verint Genie Bot embedded in Verint’s market-leading Speech Analytics solution, the analyst team is now supercharged and can deliver to the business both deeper insight and shorter time to insights.
In addition to the business analyst team, contact center executives and other users need data and immediate answers relative to customer complaints, churning, and escalations. The Verint suite of business analytics includes the Verint Data Insight Bot, empowering business leaders to have a “conversation with their data” and use the Verint Bot to get immediate answers.
Verint’s suite of business analytics also provides data and AI tools to support customers’ IT initiatives. IT developers can leverage easy access to rich data sets in the Verint Behavioral Data Hub and can deliver enterprise insights using their existing data mining tools and data lakes. “As a long-standing speech analytics market leader, Verint is once again raising the bar with innovation across a suite of business analytics solutions,” says Verint’s Daniel Ziv, vice president, AI and Analytics, Go-to-Market Strategy. “The new Genie bot embedded in our Speech Analytics solution is a game changer, as it dramatically shortens the time from data to impact. Generating and accessing insights in seconds rather than days or weeks can potentially save organizations millions of dollars.”
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