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Verint Shifts to Immediate Business Outcomes

Expands Contact Center Analytics with New Tools to Speed Up Decision-Making

In the world of customer service, data is everywhere, but the challenge for most organizations has been how to make sense of it all. At its recent ENGAGE 2024 event, Verint unveiled an expanded suite of business analytics solutions designed to help businesses streamline the process of extracting insights from their contact center data. The aim is simple: empower decision-makers across the enterprise with the tools they need to act faster and more effectively.

The newly introduced tools target three core groups—business leaders, analysts, and IT developers—each of whom plays a vital role in transforming raw data into actionable insights. But how does this new offering stack up? More importantly, how might it change the way organizations manage their customer interactions?

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Verint Data Hub: Centralizing Customer Behavior Data

At the core of Verint’s analytics expansion is the Verint Data Hub, which promises to consolidate behavioral data across all customer touchpoints within an organization. The idea here is that by unifying data from voice, chat, email, social media, and other channels, businesses can gain a comprehensive view of their customer interactions—without the friction caused by fragmented data systems.

For many organizations, siloed data has long been a pain point. Whether it’s a voice interaction logged in one system and social media feedback tracked in another, these disconnected data streams often lead to missed insights. Verint’s approach attempts to address this by funneling all relevant data into a single platform.

From an external viewpoint, the Verint Data Hub is poised to simplify not only data collection but also data accessibility across departments. Marketing, sales, and customer service teams alike can benefit from a shared understanding of customer behavior, enabling them to collaborate more effectively. That said, organizations will need to ensure they’re equipped to handle this influx of centralized data, including the resources required to parse and act on it.

The Verint Genie Bot: Supercharging Analysts

One of the most significant challenges for contact centers has been the labor-intensive process of analyzing customer interactions. Typically, teams of business analysts are responsible for combing through customer data to extract insights, but that process can be slow, especially when teams are understaffed or undertrained.

To speed things up, Verint has introduced the Verint Genie Bot, an AI-driven tool embedded in its Speech Analytics solution. According to Verint, the Genie Bot allows analysts to work faster and generate insights in real time, rather than days or weeks. The bot automates much of the manual analysis, helping analysts more quickly answer pressing questions like, “What went wrong in this interaction?” or “Why are we seeing an uptick in customer complaints?”

From a third-party perspective, this innovation could have far-reaching implications for the way businesses analyze customer interactions. By cutting down on the time it takes to move from data to actionable insight, organizations can be more agile in their decision-making. In theory, this should lead to faster resolutions of customer issues, fewer escalations, and, potentially, significant cost savings by preventing problems from escalating.

However, while the Genie Bot can provide speed, companies will still need human analysts to contextualize and refine those insights. The risk, as with any automation tool, is relying too heavily on AI without human oversight. It will be interesting to see how organizations balance this blend of automation and human expertise in practice.

The Verint Data Insight Bot: Empowering Business Leaders

Another key feature of Verint’s expanded suite is the Verint Data Insight Bot, which allows business leaders to interact directly with their data. While analysts have traditionally been the gatekeepers of insights, the Data Insight Bot gives executives the ability to ask questions of their data in real time and receive immediate answers. 

For example, a contact center executive might want to know why customer churn is spiking or what’s driving an increase in customer complaints. With the Data Insight Bot, they can quickly pull up the relevant data, analyze trends, and make informed decisions without waiting for a full analysis from their team.

This tool marks a significant shift in how decision-makers access data. By removing some of the traditional barriers between business leaders and data insights, Verint aims to speed up the decision-making process. However, some organizations may need to adjust to this new way of working. Business leaders will need to be comfortable interacting with data directly, which might require a new skill set for some.

A Resource for IT Developers: The Verint Behavioral Data Hub

Finally, Verint’s expanded analytics suite also offers tools for IT developers, another crucial group in the enterprise ecosystem. With the Verint Behavioral Data Hub, IT teams can access rich customer data sets, which they can integrate with existing data lakes and mining tools. 

This level of access allows IT teams to provide deeper insights to other departments and develop new applications or tools that enhance the customer experience. From a practical standpoint, this means that organizations can create more seamless integrations between Verint’s analytics solutions and their broader IT infrastructure.

While this tool is less about real-time decision-making and more about supporting enterprise-wide initiatives, it still represents a valuable asset for companies looking to leverage their customer data beyond the contact center.

What This Means for Businesses

Verint’s expanded suite of tools clearly has the potential to address some of the most pressing challenges facing contact centers today. By unifying data across the enterprise, speeding up analysis, and giving decision-makers more direct access to insights, these tools could significantly improve how businesses manage customer interactions.

But as with any new technology, the benefits will depend on how effectively organizations implement these tools. From an external perspective, companies should:

1. Evaluate Current Data Bottlenecks: Before implementing Verint’s tools, businesses need to assess where their current data bottlenecks are. Whether it’s the speed of analysis or the accessibility of data, understanding these gaps will help in selecting and configuring the right tools.

2. Provide Training for Non-Analysts: While the Data Insight Bot offers business leaders more direct access to data, not all executives are comfortable engaging with analytics on a granular level. Ensuring proper training will be essential to making the most of this tool.

3. Balance AI and Human Oversight: Automation can speed up analysis, but it’s not a replacement for human expertise. Businesses will need to strike a balance between relying on AI-driven insights and having skilled analysts to interpret and contextualize the data.

In sum, Verint’s new suite of business analytics tools offers a comprehensive solution for organizations looking to enhance their contact center operations. By streamlining the path from data to insight, these tools could help businesses respond to customer needs more quickly, improve satisfaction, and ultimately, drive better business outcomes.

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