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Verint Report Reveals Weaknesses in First-Generation CCaaS Solutions


Contact centers today are expected to fill a tall order: Do more with less, all while measurably elevating the customer experience (CX).

But how should they actively achieve this? What realistic expectations must be set? What combinations of new and innovative technological improvements require implementation?

A recent study by Verint sought to find out, particularly with regards to telephony-first contact center as-a-service (CCaaS) solutions. The study, which surveyed 300 contact center leaders in the U.S., U.K., Australia and New Zealand, looked at the critical role of openness, automation and AI in the contact center today. It evaluated the use of CCaaS solutions and their effectiveness in an era in which artificial intelligence (AI) is playing a starring role in customer engagement transformation.

Unfortunately, it had some unsettling conclusions. According to Verint, the research revealed that first-generation, telephony-centric CCaaS solutions are failing to create a more efficient contact center and under perform in three ways: poor support for omnichannel engagement, no effective mechanism for reducing administrative burdens on the contact center; and engagement data that isn’t being leveraged or fully optimized.

Many contact centers are trying to do the impossible, according to the survey: 75% of respondents said they leverage contact center-as-a-service solutions for customer engagement, but many reported not being satisfied with the performance of their existing solutions. For example, 80% 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% feel easy integration into third-party systems is important, but only 46% are satisfied with this capability in their organization.

“Our research underscores the imperative for contact centers to embrace openness in their technology platforms,” said Verint’s Jenni Palocsik, VP of 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.”

To learn more, plan to attend the Future of Work EXPO from February 13 - 15, 2024, in Fort Lauderdale, Florida. John Chmaj, Senior Practice Director and Chief KM Strategist for Verint, will participate in a panel event entitled, “Finding the Balance with AI for Better Employee Engagement” to be held the morning of Wednesday, February 14. For more information or to register, visit the show website. Chmaj and Verint’s Senior Director for Go-to-Market Strategy, Jason Valdina, will also speak at separate sessions at the collocated Future of CX Expo East.

Edited by Alex Passett
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