Overview
What is Verint Open CCaaS?
The Verint® Open CCaaS Platform is designed to consistently and efficiently manage all contact center conversations and openly integrate with existing customer ecosystems.
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What is Verint Open CCaaS?
The Verint® Open CCaaS Platform is designed to consistently and efficiently manage all contact center conversations and openly integrate with existing customer ecosystems.
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- Tech Details
What is Verint Open CCaaS?
The Verint® Open CCaaS Platform is designed to consistently and efficiently manage all contact center conversations and openly integrate with existing customer ecosystems.
Traditional CCaaS platforms can be closed-off, making integration difficult or impossible, and driven by telephony, making it hard to scale and automate CX operations. Open CCaaS enables organizations to grow using automation to deliver benefits.
Open CCaaS Value Proposition:
- Increase in NPS along with reduced response times.
- More interactions per agent per hour with the introduction of asynchronous messaging channels.
- Cost per contact was reduced through the use of in-channel bots.
- Higher containment rate has been achieved by introducing AI and automation into customer engagements.
Open CCaaS ultimately helps organizations to create to happier customers at a lower cost. The Verint Platform is presented as a solution to close the Engagement Capacity Gap and a platform built for the future.
Verint Open CCaaS Features
- Supported: Multi-Channel Forecasting and Scheduling
- Supported: Skill and Proficiency-Based Scheduling
- Supported: Intraday Management
- Supported: Real-Time and Historical Adherence
- Supported: Request Management with Automation Rules
- Supported: Employee Self-Service
- Supported: Shift Bidding
- Supported: Vacation Bidding
- Supported: Flex Scheduling
- Supported: Overtime and Voluntary Time Off Automation
- Supported: Dashboards
- Supported: Performance Management with Scorecards, Coaching and eLearning
- Supported: Long-Term Planning
- Supported: AI-enabled cognitive search
- Supported: Federated search
- Supported: Automated Related Content identification
- Supported: Dynamic faceted search
- Supported: Alerts, bookmarks, featured and 'must read' content
- Supported: Flexible content type definition
- Supported: REST API's
- Supported: Decision trees
- Supported: Authoring platform including content sections, segments, versioning, image/video support
- Supported: Multi-lingual support in over 30 languages
- Supported: Configurable authoring workflow
- Supported: Support for contextual knowledge delivery: "just-in-time" content based on current user/interaction/category
- Supported: Entitlement support
- Supported: Automated publication features: version diff, publication/expiration dates, batch search/replace
- Supported: Dynamic content rating and feedback
- Supported: Rich set of OOTB reports, ad-hoc report writer, dashboard and report publication support
- Supported: Mentions
- Supported: Tickets
- Supported: Macros
- Supported: Omnichannel
- Supported: Voice Assistants
- Supported: Surveys
- Supported: Reporting
- Supported: Analytics
- Supported: Visitor Activity
- Supported: Help Desk
- Supported: Sequencing
- Supported: AI
- Supported: Live Chat
- Supported: Customization Interface
- Supported: Contextual Engagement
- Supported: Intelligent Routing
- Supported: Seamless Escalation
- Supported: Route to Human
- Supported: Conversation Editor
- Supported: Integration
- Supported: Lead gathering
- Supported: Targeting
- Supported: Performance Metrics
- Supported: Speech-to-text Analysis
- Supported: Automatic Transcription
- Supported: Communication Management
- Supported: Predictive Analytics
- Supported: Surveys & Feedback
- Supported: Audio Capture
- Supported: Call Center Management
Verint Open CCaaS Screenshots
Verint Open CCaaS Videos
Introducing Verint Open CCaaS Platform
Talking Open CCaaS
Verint Open CCaaS Integrations
- Verint Voice of the Customer
- Verint Community
- Verint Case Management Professional
- Verint Workforce Management
- Verint Workforce Management for Back Office
- Verint Workforce Management for Branch
- Avaya Experience Platform
- Enghouse Interactive Contact Centers
- Vocalcom
- Twilio
- Fuze
- Pendo.io
- ADP Workforce Now
- Cherwell Service Management
- Salesforce Sales Cloud
- Pega Platform
- Microsoft Teams
- Zoom Workplace
- Amazon Web Services
- Microsoft 365
- Microsoft Power BI
- Microsoft SharePoint
- Microsoft SQL Server
- HxGN EAM
Verint Open CCaaS Competitors
Verint Open CCaaS Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows |
| Mobile Application | Apple iOS, Android |
| Supported Countries | Global |
| Supported Languages | English |
