Verint has expanded its Customer Engagement Platform with appointment scheduling capabilities from Qudini.
The new capabilities are available within a single solution that also offers virtual appointment, live video conversation, and event booking features.
Users may also harness tools within the platform for clienteling, virtual queuing, task management, and much more.
The following video showcases further capabilities now available to users of the Verint Customer Engagement Platform.
As these suggest, customers may use the solution in contact centers, branches, and stores, with Verint seemingly targeting retail.
Indeed, the CX vendor is framing the platform as its “retail choreography software”.
Nevertheless, it has applications in other sectors. Imogen Wethered, Founder and CEO of Qudini, will attest to this, alongside the ~20 employees joining Verint as part of the deal.
Indeed, Wethered noted the possibility for financial institutions to harness the technology when announcing the agreement on social media.
In a lengthy statement, she noted:
[Verint was] impressed by our rich products and exciting innovation plans to build a single tool to choreograph holistic omnichannel customer journeys within a single platform.
Interestingly, Wethered also highlighted the trend of CX consolidation, with businesses aiming to achieve more with fewer platforms.
“Together with Verint, we’ll be able to offer a single platform where businesses can choreograph all their customers and associates in one place,” she added.
Such a move coincides with Verint’s mantra to close the “Engagement Capacity Gap”.
The “gap” represents the gulf between what businesses recognize they must do to meet customer expectations and the resources available to do so.
Verint believes integrating Qudini’s software with its engagement platform will help many of its customers close this.
While the integration is seemingly not yet native, Verint’s platform boasts an open architecture that enables a simple connection to these new tools for its customers.
Such a basis paves the way for increased M&A and partnerships, which will allow Verint to expand its core offerings.
However, this deal in itself will add numerous features to Verint’s portfolio. As Nick Mortimer, VP of Product Strategy at Verint, stated:
With these new capabilities, brands will be able to improve sales, customer loyalty, and advocacy, and agent productivity, ultimately inspiring a more profitable future for Verint customers.
In integrating with the Verint Customer Engagement Platform, Qudini’s software will pair with the WFM, VoC, and EX tools.
Moreover, it may connect with these other elements more closely over time.
Verint alludes to this in noting how the appointment scheduling capabilities may help contact centers optimize agent schedules and employee productivity.
Yet, it will also allow Verint users to connect digital and in-person experiences, allowing them to further their efforts to design an omnichannel customer experience – as Wethered stressed.
“This is the start of an incredible new chapter for Qudini and our retail and banking clients, and we can’t wait to show the industry what’s in-store (and online!),” she concluded.
