The objective is to allow companies to create or improve digital self-service for customers to resolve their demands through various digital contact channels.
V8.Tech and Verint announced a partnership to help companies improve customer engagement through experience automation. Under the agreement, V8.Tech will offer Verint's Customer Engagement platform solutions to its core customers, including tools designed to help companies adopt digital customer service channels such as messaging applications and intelligent virtual assistants. .
The purpose of the partnership is to allow companies to create or improve digital self-service for customers to resolve their demands through various digital contact channels, such as instant messaging applications, e-mail, chat and even through private messages on social networks. social.
V8.Tech will also work with other applications on the Verint platform, such as workforce engagement management
V8.Tech, which has been working with customer experience (or CX, for Customer Experience) for some years, has great penetration in the large companies market. Verint, in turn, arrives to complement V8.Tech's CX portfolio.
In addition to implementing the solutions, V8.Tech will provide specialized consulting services, pre and post sales, to help large companies optimize each point of contact along the customer's journey. “Today, a company's digital engagement with the customer is essential for the success of the business. This partnership will allow organizations to create differentiated experiences, improve engagement and drive the Digital Transformation of the customer experience”, says Lucas Teixeira, director of the Customer Experience business unit at V8.Tech.
For Teixeira, customer preferences on how to interact with brands are changing. “They still need to interact with companies to answer questions or solve problems, but in a different way, through private messages, live chat, in brand communities or other channels”, says the executive.
The Verint platform, which features Artificial Intelligence (Verint Da Vinci AI) helps companies to enhance customer service and loyalty by allowing a question, request or even a problem to be resolved through a channel digital, in the first instance and, therefore, without the involvement of a consultant or attendant.
“With this, companies gain agility and customer satisfaction by having their request resolved in an easy, fast and digital way”, explains Adriano Jugdar, director of New Business at Verint.
The executive points out that with the pandemic, there was a rush by companies to offer and improve digital customer service. “With the increasing digitization of people's lives, few people pick up the phone to solve something. Their expectation is to do this using electronic service and quickly, as a digital self-service”, he says.
V8.Tech will also work with other applications on the Verint platform, such as workforce engagement management. The solution, which has Artificial Intelligence and CX automation features, allows companies to increase employee engagement and, consequently, interactions carried out in all contact channels with customers.
The solutions help organizations to better balance the work schedules of the attendants, according to the demands and availability of the employees' time; monitor and improve the quality of care with the coaching feature in real time; have access to valuable information, captured from analysis of interactions made by voice and text; and provide, in real time, at the moment of interaction, AI-based responses and guidance for better results.