New Survey: AI Dominating Customer Engagement Automation Strategies, Necessitating a Pivot to Open Platforms for Contact Centers
February 06 2024 - 7:30AM
Business Wire
A new Verint study reveals only 10 percent of contact center
leaders believe telephony will have an impact on CX automation over
the next 12 months while 53 percent indicated artificial
intelligence (AI) and 23 percent said digital channels will be the
driving forces behind their CX automation efforts.
The survey of 300 contact center leaders in the U.S., U.K.,
Australia and New Zealand, was conducted by Verint® (NASDAQ: VRNT)
and sheds light on current and emerging contact center challenges.
The report specifically looks at the critical role of openness,
automation and AI in addressing how brands need to do more with
less while simultaneously elevating CX. It evaluates the use of
Contact Center as a Service (CaaS) solutions and their
effectiveness in an era where AI is playing a starring role in
customer engagement transformation.
The survey shows that first-generation, telephony centric CCaaS
solutions are failing to create a more efficient contact center and
under perform in three ways: 1) poor support for omnichannel
engagement; 2) no effective mechanism for reducing administrative
burdens on the contact center; and 3) engagement data isn’t
leveraged or optimized.
In addition, 75 percent of survey respondents said they leverage
CCaaS solutions for customer engagement. However, the survey
results show that many leaders are not satisfied with the
performance of their CCaaS solutions. For example, 80 percent of
those surveyed felt that using AI, automation and bots for
self-service and agent-assisted tasks are important features but
less than half (41%) are satisfied with their current solutions.
Along the same lines, 82 percent feel easy integration into
third-party systems is important, but only 46 percent are satisfied
with this capability in their organization.
“Our research underscores the imperative for contact centers to
embrace openness in their technology platforms,” says Verint’s
Jenni Palocsik, vice president, marketing insights, experience and
enablement. “The shift from telephony-first to AI-driven solutions
is evident, and organizations that prioritize flexibility and
innovation will lead the way in delivering exceptional customer
experiences now and in the future.”
Verint delivers an open CX automation platform for agile,
scalable omnichannel customer engagement with data and AI at its
core. The platform enables businesses to choose applications based
on their needs, access comprehensive engagement data, and augment
their human workforce with specialized AI-powered bots. This
approach enhances agent and customer experiences by unifying
engagement data, ensuring continuous AI training, and augmenting
the human workforce with specialized AI-powered bots.
Download the full Open CCaaS Advantage Report. Visit Verint Open
CCaaS Platform to learn more.
Methodology
The survey was conducted from mid-October to mid-November 2023.
Participants were selected from an invitation only,
business-to-business research panel and were required to have a
role of director, vice-president, senior vice president, executive
vice-president or C-level executive. Their main job
responsibilities had to be related to the contact center at
organizations in the U.S., U.K. and Australia with contact centers
having at least 500 employees.
About Verint
Verint® (NASDAQ: VRNT) helps the world’s most iconic brands
continuously elevate the customer experience (CX) and reduce
operating costs. More than 10,000 organizations in 175 countries –
including over 85 of the Fortune 100 companies – rely on Verint’s
open customer engagement platform to harness the power of data and
AI to maximize CX automation.
Verint, The Customer Engagement Company®, is proud to be
Certified™ by Great Place To Work®. Learn more at Verint.com.
This press release contains “forward-looking statements,”
including statements regarding expectations, predictions, views,
opportunities, plans, strategies, beliefs, and statements of
similar effect relating to Verint Systems Inc. These
forward-looking statements are not guarantees of future performance
and they are based on management's expectations that involve a
number of risks, uncertainties and assumptions, any of which could
cause actual results to differ materially from those expressed in
or implied by the forward-looking statements. For a detailed
discussion of these risk factors, see our Annual Report on Form
10-K for the fiscal year ended January 31, 2023, and other filings
we make with the SEC. The forward-looking statements contained in
this press release are made as of the date of this press release
and, except as required by law, Verint assumes no obligation to
update or revise them or to provide reasons why actual results may
differ.
VERINT, VERINT DA VINCI, VERINT OPEN CCAAS, THE CUSTOMER
ENGAGEMENT COMPANY, BOUNDLESS CUSTOMER ENGAGEMENT, AND THE
ENGAGEMENT CAPACITY GAP are trademarks of Verint Systems Inc. or
its subsidiaries. Verint and other parties may also have trademark
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version on businesswire.com: https://www.businesswire.com/news/home/20240206871686/en/
Media Relations Sue Huss sue.huss@verint.com
Investor Relations Matthew Frankel
matthew.frankel@verint.com
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