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Description
Enhance the overall dialogue to elevate customer satisfaction and boost agent efficiency through the integration of Conversational AI, Natural Language Processing (NLP), and Robotic Process Automation (RPA). An omnichannel, AI-powered intelligent virtual assistant (IVA) fosters customer interaction while promoting higher rates of self-service and automation across various platforms, including IVR, web, and mobile. The U-Self Serve feature effectively diverts routine inquiries from costly human agents by utilizing Conversational AI. Implement seamless and ongoing agent verification through voiceprints to enhance customer confidence and mitigate contact center fraud risks. Continuously track agent identification throughout the entirety of their shifts and provide real-time alerts to supervisors if any identification discrepancies arise. Employ AI-driven, real-time call transcription to facilitate in-call notifications, support, and automate the agent's after-call work (ACW) summaries and dispositions, leading to heightened agent productivity and a significant reduction in time dedicated to ACW tasks. This streamlined approach not only improves the accuracy of records but also fosters a more efficient and effective service environment.
Description
The Verint Engagement Data Hub enables your contact center, branches, and online platforms to evolve into a highly efficient, data-oriented organization. Behavioral data accumulated during customer interactions is categorized as engagement data, encompassing everything from transcripts and recordings of conversations to surveys and customer feedback on their experiences. Additionally, it includes operational metrics related to each interaction, such as handle time, hold time, and quality scores. Engagement data can vary widely, covering metrics like average handle times as well as insights into customer sentiment and employee feedback. This wealth of information is vital for your organization, yet it frequently resides in isolated silos. To unlock the potential of this data for immediate, informed decision-making, it is crucial to establish connections between these disparate sources. By integrating these data streams, you can gain a comprehensive view of customer interactions and enhance overall operational efficiency.
API Access
Has API
API Access
Has API
Integrations
Behavioral Signals
QEval
ZoomInfo GTM Studio
Pricing Details
No price information available.
Free Trial
Free Version
Pricing Details
No price information available.
Free Trial
Free Version
Deployment
Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook
Deployment
Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook
Customer Support
Business Hours
Live Rep (24/7)
Online Support
Customer Support
Business Hours
Live Rep (24/7)
Online Support
Types of Training
Training Docs
Webinars
Live Training (Online)
In Person
Types of Training
Training Docs
Webinars
Live Training (Online)
In Person
Vendor Details
Company Name
Uniphore
Country
India
Website
www.uniphore.com
Vendor Details
Company Name
Verint
Founded
1994
Country
United States
Website
www.verint.com/engagement-data/
Product Features
Chatbot
Call to Action
Context and Coherence
Human Takeover
Inline Media / Videos
Machine Learning
Natural Language Processing
Payment Integration
Prediction
Ready-made Templates
Reporting / Analytics
Sentiment Analysis
Social Media Integration
Conversation Intelligence
AI Insights
Account Health Alerts
Call Analytics
Call Recording
Call Recording Cloud Storage
Call Snippets
Call Transcription
Call/Meeting Sharing
Sales Coaching
Topic Tags
Topic-Based Analytics
Video Conferencing Analytics
Win/Loss Analysis
Conversational AI
Code-free Development
Contextual Guidance
For Developers
Intent Recognition
Multi-Languages
Omni-Channel
On-Screen Chats
Pre-configured Bot
Reusable Components
Sentiment Analysis
Speech Recognition
Speech Synthesis
Virtual Assistant