Workforce Management Featured Article
DMG Report Celebrates The Customer Engagement Company
While the contact center shifted virtual, and moved to a WFH model, the customer experience must remain nothing short of exceptional. Innovation is central to contact center solution provider strategy, offering AI, virtual assistants and other modern customer service tools.
DMG Consulting LLC’s 2020/2021 Intelligent Virtual Agent Product and Market Report put a spotlight on Verint (News - Alert), as The Customer Engagement Company earned highly satisfied scores from customers in overall vendor satisfaction, product satisfaction and implementation.
Specifically speaking, Verint earned top marks in natural language understanding/natural language generations, customer self-service capabilities and AI. Digger a little deeper: the report also showered praise on Verint’s ability to improve customer engagement/satisfaction, its ongoing system optimization as well as adhering to compliance and privacy regulations.
Central to Verint’s success is the Verint Intelligent Virtual Assistant, as it leverages AI and machine learning to deliver more personalized experiences to customers across voice and digital channels.
“Creative enterprises are asking a lot from their digital assistants, and the more flexible IVAs are responding with a swiftness never experienced with IVRs,” notes Donna Fluss, president, DMG Consulting. “While many of the functions performed by IVAs were available from sophisticated natural language IVRs, the speed to market of the newer IVAs is a game-changer for companies.”
How is your organization engaging with customers during COVID-19?
Edited by Maurice Nagle
