Channel Automation

Unify customer interactions across channels in a single-pane agent experience to power consistent conversations, leverage automation, and deploy staff flexibly all with fewer resources and less effort.

Our Digital-First Engagement customers

Verint Channel Automation helps you deliver exceptional customer experiences

  • Provide seamless omnichannel engagement

    Verint Channel Automation powers customer conversations over Facebook Messenger, WhatsApp, Twitter DM, email and chat via a single-pane that allows agents to work seamlessly across channels.

  • Automate CX at scale

    Leverage the power of conversational AI with pre-built, industry-specific natural language understanding (NLU) models to handle common customer inquiries, with agent handoff only a step away.

  • Empower the workforce across channels

    Channel Automation makes it easy to orchestrate the workforce across all engagement channels, dismantling both organizational and channel silos, and enabling seamless customer experiences.

The three steps to engage customers at scale with Channel Automation

  • Engagement Channels

    Customers are reaching out on a wider range of channels than ever before. Verint’s Channel Automation offering powers customer conversations over email, chat, Twitter DM, Facebook Messenger, and WhatsApp via a unified agent UI that allows the workforce to work seamlessly across channels.

    Your organization can choose which combination of channels are most appropriate for your customer engagement strategy and add additional channels as necessary.

    • Adopt a customer-centric channel engagement strategy.
    • Empower consumers with asynchronous communication options.
    • Engage on email, live chat, Facebook Messenger, WhatsApp, and Twitter DM.

Customers now expect great experiences in the channel of their choice

  • 56%

    of customers under the age of 45 prefer to ask questions through digital engagement vs traditional channels.

  • 64%

    of consumers have stopped doing business with a company due to a poor customer experience.

  • 78%

    of consumers give an above-average rating for being repeat customers if they have an amazing digital customer experience.

CCaaS doesn’t work without Channel Automation

If you’ve tried CCaaS solutions to simplify your customer engagement, you may have found them to be inadequate. Traditional CCaaS solutions were built around telephony platforms, while today’s customer is digital-first, preferring to engage with businesses on their channel of choice, such as messaging apps, live chat, or email.

With Verint Channel Automation, you can use any digital channel your customers want to engage on and handle interactions at scale with intelligent automation. Further, the workforce can be orchestrated to work seamlessly across channels from a single pane experience, while contextual knowledge provides consistency of response across a workforce of both humans and bots.

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