In today's ever-changing business landscape, organizations are grappling with the need to adapt to the digital transformation while simultaneously improving customer experiences without incurring excessive labor costs. Traditional telephony-based Contact Center as a Service (CCaaS) solutions have struggled to keep pace with these changes, often lacking the functional maturity required to meet customer demands.
| Product | Market Share (%) |
|---|---|
| Verint Open CCaaS | 8.6% |
| Genesys Cloud CX | 20.7% |
| NICE CXone | 13.5% |
| Other | 57.2% |
Verint's Open CCaaS offers a fresh approach. Unlike closed-off platforms, it provides an open ecosystem that seamlessly integrates with diverse communication infrastructures, liberating businesses from vendor lock-ins. This openness extends beyond integration, empowering organizations to harness best-of-breed CX solutions, omnichannel routing, and UI flexibility while accommodating third-party applications. Verint's unwavering commitment to automation through AI and bots ensures scalable and efficient customer interactions, enabling companies to enhance CX and optimize resources.
With the Verint Platform, businesses can confidently embark on their digital transformation journey, reaping real benefits such as a significant boost in NPS scores, reduced response times, increased agent productivity, lower cost per contact, and improved containment rates. Open CCaaS isn't just a solution; it's a transformative approach to customer engagement that aligns with the demands of the modern business landscape, making Verint the partner of choice for those seeking to close the Engagement Capacity Gap and secure a successful future in the digital age.
Verint Open CCaaS was previously known as KANA Enterprise, Verint Workforce Engagement Cloud.
Albelli, Carphone Warehouse, Conrad Electronic Benelux, Sears, Cheshire West and Chester Council, Tilburg University, North Ayrshire Council, Falkirk Council, City of San Francisco, City of Minneapolis
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