In a digital-first world, customer experience (CX) stands as a critical differentiator. TELUS International and Verint have emerged as key players, delivering innovative, AI-powered solutions that set new benchmarks in CX management. This article explores their strategic partnership and how they empower businesses to deliver seamless and effective customer interactions.
Verint and TELUS International
Verint, a leader in customer engagement, offers advanced solutions powered by artificial intelligence (AI) that help businesses engage effectively with their customers. From analytics to workforce engagement, Verint equips organizations with tools to manage and enhance every touchpoint in the customer journey.
On the other hand, TELUS International is a globally recognized company that designs, builds, and delivers next-generation digital solutions to enhance customer experience. Partnering with leading brands in technology, communications, eCommerce, fintech, healthcare, and travel, TELUS International helps its clients grow by providing the CX tools they need to thrive.
Together, Verint and TELUS International drive transformation in customer experience, blending Verint’s AI-driven engagement tools with TELUS International’s global reach and CX expertise.
How Verint TELUS International Enhances Customer Engagement
In an era where CX is a critical success factor, Verint and TELUS International deliver a robust solution that optimizes both employee engagement and customer interactions. Here’s how their partnership creates value:
1. AI-Powered Insights and Analytics
Leveraging Verint’s Da Vinci AI, TELUS International gains actionable insights that allow businesses to make data-driven decisions. AI-powered analytics offer a deeper understanding of customer needs and preferences, leading to proactive, rather than reactive, customer service.
2. Scalability Across Industries
TELUS International works across diverse sectors—from tech and games to healthcare and eCommerce—adapting Verint’s versatile solutions to meet the specific needs of each industry. This scalability is invaluable for fast-growing companies and established businesses alike, ensuring customer satisfaction as they expand.
3. Seamless Integration with Existing Systems
Verint’s open architecture and extensive partner ecosystem allow seamless integration with other platforms such as customer relationship management (CRM) systems and Contact Center as a Service (CCaaS) solutions. For TELUS International clients, this means faster, more efficient access to critical customer data without the need for major IT overhauls.
Key Solutions Offered by Verint TELUS
Both Verint and TELUS International provide a range of services designed to empower employees, simplify CX management, and ensure customer satisfaction. Here are some key solutions:
Verint Workforce Engagement
Verint Workforce Engagement is a suite that helps organizations empower employees to serve customers better. From improving scheduling and forecasting to ensuring knowledge sharing and quality assurance, this solution has become a core asset for TELUS International’s offerings.
Benefits of Verint Workforce Engagement:
- Improved Forecasting and Scheduling: Accurate predictions and optimized schedules reduce costs and boost productivity.
- Knowledge Sharing: Easily accessible resources ensure employees have the information they need to provide superior service.
- Quality Assurance: Consistent quality checks enhance service delivery and customer satisfaction.
Verint Da Vinci AI and Analytics
Da Vinci AI is the backbone of Verint’s customer engagement solutions. By harnessing this technology, TELUS International can offer clients a data-driven approach to CX improvement. Da Vinci’s analytics help pinpoint customer pain points, identify patterns in customer interactions, and support personalized customer journeys.
How TELUS International Benefits:
- In-Depth Customer Insights: Understand customer behavior across all channels for more targeted engagement strategies.
- Actionable Intelligence: Data insights lead to informed decision-making, allowing proactive issue resolution.
- Compliance and Security: Da Vinci’s AI operates within strict security protocols, ensuring compliance with global standards.
Verint’s Open Architecture
The open architecture of Verint’s solutions is crucial for TELUS International and its clients. By allowing seamless integration with both cloud-based and on-premises solutions, TELUS International offers flexible deployment models that cater to the unique needs of each client.
Deployment Models:
- Standard Cloud Deployment: Verint hosts applications in the public cloud, simplifying IT management for TELUS International clients.
- Hybrid Cloud Deployment: The hybrid model allows clients to keep sensitive data on-premises while leveraging cloud-based applications, ideal for businesses that prioritize data security.
Why TELUS International Chooses Verint
1. A Proven Partnership
The TELUS International-Verint partnership spans nearly two decades, delivering high-impact solutions to global clients. TELUS International’s choice to deploy Verint Workforce Engagement on Google Cloud demonstrates a strong commitment to innovative, cloud-based solutions that enhance CX.
2. Faster Time-to-Market
Verint’s deployment on Google Cloud enables TELUS International to accelerate the implementation of new features and upgrades, reducing time-to-market. Clients benefit from real-time software updates and a system that adapts to the dynamic needs of the digital landscape.
3. Focus on Employee Engagement
TELUS International understands that engaged employees lead to happier customers. By implementing Verint Workforce Engagement, TELUS International empowers team members to work efficiently, reduce compliance risks, and ultimately deliver a better customer experience.
Success Stories: The Impact of Verint TELUS on Customer Experience
Case Study 1: Transforming CX for a Leading eCommerce Platform
TELUS International recently partnered with a major eCommerce brand to optimize its customer engagement using Verint’s Workforce Engagement solutions. By utilizing improved forecasting, scheduling, and quality assurance, the eCommerce platform saw a reduction in average wait times and improved customer satisfaction scores.
Case Study 2: Enhancing Efficiency for a Healthcare Provider
In the healthcare sector, TELUS International worked with a top provider to streamline CX. Leveraging Verint’s Da Vinci analytics, the healthcare provider was able to address patient inquiries more effectively, isolating common issues and resolving them proactively. This led to a 20% reduction in average handle time and an increase in patient satisfaction.
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Future of Verint and TELUS International: Advancements in AI and CX
The collaboration between Verint and TELUS International continues to evolve, with both companies dedicated to innovation. Here are some anticipated advancements that could further enhance their CX offerings:
1. Expanded Use of Predictive Analytics
With AI capabilities evolving, TELUS International and Verint are expected to delve deeper into predictive analytics. Predicting customer behavior and needs before they arise can enhance proactive customer support, ultimately improving customer retention rates.
2. Enhanced Security and Compliance
Data security is paramount, especially in industries such as healthcare and finance. The partnership aims to implement even more rigorous security measures, ensuring that client data remains protected.
3. Increased Customization for Industry-Specific Needs
TELUS International and Verint understand that different industries have unique requirements. Future solutions will likely focus on customization to meet the specific needs of sectors like gaming, fintech, and hospitality.
Conclusion: Setting the Standard in Customer Experience
The Verint TELUS partnership exemplifies the future of customer engagement, where AI-driven insights, scalability, and flexible deployment options meet to create outstanding customer experiences. With Verint’s powerful tools and TELUS International’s commitment to excellence, companies worldwide can achieve a competitive edge in customer service and engagement.
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