Today, we are witnessing an unprecedented “unsiloing” of the contact center space.
Historically, brands built their contact centers on telephony infrastructure and, as the industry started to shift to cloud, the first-generation cloud solutions were telephony-first and closed. Today, brands are focused on using open solutions to increase automation so they can elevate customer experiences (CXs) across communications channels to build a more robust and open customer relationship.
At its recent customer engagement event in Las Vegas, customer engagement solutions provider Verint demonstrated its Open Contact-Center-as-a-Service (CCaaS) platform. Verint’s Open CCaaS Platform was created to provide organizations with the foundation to choose the right path for their contact centers now and into the future. The open platform delivers strong CX automation while lowering operating costs, ultimately enabling brands to achieve best-in-class contact center operations.
The goal, said the company, was "to help companies expand their customer experiences across channels" while simultaneously helping them cope better with staffing problems that are rife in the call center industry; all by adding smart automation.
“Industry labor spend is already very high at $2 trillion annually,” said Verint’s chairman and CEO Dan Bodner in a statement. “Brands can no longer hire their way to providing better customer experiences. Verint is leading the industry with a CX automation platform purpose-built to address the most strategic challenges of the contact center. In today’s fast-paced technology environment, brands adopt platforms that are open in all dimensions to future proof their contact centers. They need a platform that is designed to augment their human workforce with an effective team of specialized AI bots to deliver tangible business outcomes.”
With the Verint Engagement Data Hub architected at the core of the platform, "brands can ensure their engagement data works for them 24/7," the company noted. The Verint Engagement Data Hub unifies siloed engagement data from all parts of the contact center including the data generated through interactions from every channel, workforce performances of contact center employees, and customer experiences. Now brands can easily access data to empower agents and executives and export data to corporate data lakes for additional analysis.
Edited by
Alex Passett
