Verint Shines in Key Parameters for Choosing a CX Platform Provider: Open Ecosystem, Flexible AI, and Application Driven
Verint, The Customer Engagement Company®, today announced that the company is named a leader in Frost & Sullivan’s Evaluation of End-to-End Customer Experience Platform Landscape.
According to the report, a unified, business-wide approach to customer experience (CX) through the utilization of an open Contact Center as a Service (CCaaS) platform, leading to better data integration, analysis, and visualization simplifies and amplifies organizational efforts. Organizations must leverage the customer data ecosystem and infuse AI across every application to expand their benefits to the broader enterprise.
“Organizations across the board realize the increasing importance of CX as a competitive differentiator in driving business success and excellent interactions,” said Krishna Baidya, senior director, Frost & Sullivan. “The contact center function increasingly extends throughout an enterprise as customers engage with brands across multiple platforms. Organizations need to build an open CCaaS capability to drive CX regardless of where customers come in.”
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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 CX across channels. The Verint Open CCaaS Platform™ delivers customer experience (CX) automation while lowering operating costs and ultimately enables brands to achieve best-in-class contact center operations.
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“Industry labor spending is equivalent to $2 trillion annually demonstrating that brands can no longer hire their way to providing better customer experiences. Now the market is ready to shift focus to CX automation and take advantage of fast AI innovation,” says Verint’s Jaime Meritt, chief product officer. “Verint is ready with a differentiated open CCaaS platform that can address today’s market requirements, augment the human workforce with an effective team of specialized AI bots to deliver tangible business outcomes and leverage the latest AI models to future proof CX automation.”
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