As anyone who has tried to get in touch with a doctor’s office lately can likely attest, the quality of customer support in the healthcare industry could use a boost. (To say the least.) Multiple phone calls frequently leading to transfers, voice mail messages and no callbacks (plus random hang-ups) are becoming the norm, rather than the exception. Many healthcare organizations, aware of their problems, are seeking a better solution for engaging with customers.
Verint recently announced the booking of a contract valued at more than $49 million from a leading U.S. healthcare company (unnamed in the release) to increase customer experience (CX) automation in their customer operations. The healthcare company contract, which was on Verint’s fiscal fourth quarter roadmap, has a five-year term and includes new Verint solutions as well as an expansion of existing solutions already deployed by the customer. As part of the contract, Verint will deploy 12 of its AI-powered bots such as: Real-Time Coaching Bots, Quality Bots, and the Interaction Wrap-up Bot, Agent Virtual Assistant Bot, Data Insights Bot, and Intent Discovery Bot.
“We are pleased to receive this strong endorsement of our differentiated open platform and CX Automation strategy,” said Verint’s CEO, Dan Bodner, in a statement about the announcement. “Earlier this year, we announced our next generation, AI-powered open platform. This large contract, which includes the deployment of more than 12 AI-powered bots, is another proof-point that our differentiated open platform is gaining momentum along with our ability to monetize our strong AI capabilities.”
Verint’s Open Platform is designed with AI and data at its core in order to enable people and AI-powered bots to work together so they can provide truly better customer support. Today, the Verint Open Platform enables brands to deploy more than 35 AI-powered bots at their own pace. Rather than continuing to hire more people, brands can now leverage the Verint Open Platform to augment the human workforce and create additional work capacity and elevated customer experiences.
To learn more about how Verint technology can help automate a better customer experience, plan to attend its session (led by John Chmaj, Senior Practice Director and Chief KM Strategist for Verint) during the Future of CX Expo, which is being held February 13-15 at the Broward County Convention Center in Fort Lauderdale, Florida.
