
For many years, it was strictly human analysts that helped contact centers understand what was happening there and why, further enabling businesses to better match human and other resources to expected call volumes and other types of customer contacts. While human analysts obviously still have a place in the contact center, their predictions aren’t always timely or complete. For this reason, many contact centers are turning to data analysis solutions to help better meet the needs of the contact center and correctly staff and train workers to meet customer expectations.
Customer experience automation company Verint recently announced the expansion of its suite of business analytics solutions for business leaders, business analysts and IT developers. The Verint Data Hub was created to unify behavioral data across all customer touchpoints across the enterprise and act as a “gold mine” of business insights that can power the contact center and the entire enterprise.
“Brands have too few analysts to mine [customer experience] insights, derive meaning and establish root cause in a timely fashion,” noted Verint in its announcement. “With the new Verint Genie Bot embedded in Verint’s market-leading Speech Analytics solution, the analyst team is now supercharged and can deliver to the business both deeper insight and shorter time to insights.”
In addition to the business analyst team, contact center executives and other users need data and immediate answers relative to customer complaints, churning and escalations. To that end, the Verint suite of business analytics includes the Verint Data Insight Bot, empowering business leaders to have a “conversation with their data” and use the Verint Bot to get immediate answers.
Verint’s suite of business analytics also provides data and AI tools to support customers’ IT initiatives, said the company. IT developers can leverage easy access to data sets in the Verint Behavioral Data Hub and can deliver enterprise insights using their existing data mining tools and data lakes.
Edited by
Alex Passett