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Contact Centers Receive Boost via Verint's Engagement Data Insights

By Greg Tavarez June 22, 2023

Organizations have traditionally struggled with managing vast amounts of customer engagement data received by contact centers that is fragmented and stored in separate systems, resulting in data silos. To be honest, to date, not much as changed in that regard.

The first challenge is unifying the scattered customer engagement data into a centralized view to understand customer interactions across various touchpoints. Then, there is the challenge of implementing robust data management practices to ensure data quality, privacy and compliance. We also can’t forget the challenges that come with organizations enabling secure and convenient access to unified data.

To help ease that burden, Verint, The Customer Engagement Company, launched Verint Engagement Data Insights, providing business users no-code, no-training, self-service access to all their engagement data using Verint Da Vinci AI for natural language search.

So, what exactly does this mean for organizations?

With an intuitive, search-driven interface powered by natural language search and generative AI, business users can effortlessly explore their organization's engagement data. No training is required, as users can simply ask or type their questions into the Engagement Data Insights application. This unlocks valuable insights into business operations and guides the actions needed for improvement.

The self-service dashboards and reports provided out-of-the-box offer unparalleled visibility into customer engagement operations. They transform raw data into meaningful visualizations and metrics, empowering business leaders to monitor key performance indicators, track customer interactions, and analyze agent performance. Armed with these insights, users can enhance customer experiences, optimize operational efficiency and achieve a rapid return on investment.

Engagement Data Insights draws on data in the Engagement Data Hub and is powered by Verint Da Vinci AI. The data hub and Da Vinci sit at the core of Verint’s Open CCaaS Platform.

“With Verint Engagement Data Insights, business leaders can now access and harness customer engagement data directly,” said David Singer, Global Vice President, Go-To-Market-Strategy. “There’s no reliance on outside sources or IT to provide the reports needed to make data-driven decisions.”




Edited by Alex Passett
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