{"id":50567,"date":"2023-07-06T08:53:57","date_gmt":"2023-07-06T07:53:57","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=50567"},"modified":"2023-07-10T13:57:32","modified_gmt":"2023-07-10T12:57:32","slug":"theres-more-to-the-verint-open-ccaas-platform-than-meets-the-eye","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/theres-more-to-the-verint-open-ccaas-platform-than-meets-the-eye\/","title":{"rendered":"There\u2019s More to the Verint Open CCaaS Platform Than Meets the Eye"},"content":{"rendered":"

With much fanfare, Verint announced an Open CCaaS platform at its hallmark Engage 2023 event.<\/p>\n

Many rushed to celebrate how the innovation will open up contact centers to the broader business, enable more integrations, and allow service teams to leverage a new partner ecosystem.<\/p>\n

Yet, in doing so, they skipped past the true differentiator of the solution.<\/p>\n

“What I find really interesting is the solution starts with workflows and moves into other operational systems,” says Liz Miller, VP & Principal Analyst at Constellation Research<\/strong>. “Whereas all other providers have started with the systems and tried to accommodate work.<\/p>\n

That is a noble pursuit and one that has to happen.<\/p><\/blockquote>\n

“Yet, in of itself, that can be really hard. Having to take that telephony backbone and make it fit for agents, supervisors, and leaders that could be an awkward expansion and transition.”<\/p>\n

Nonetheless, contact centers often look to Verint as THE expert in tying contact center workflows together. As such, Miller suggests that it is perhaps the best-placed vendor to lead the conversation.<\/p>\n

“It\u2019ll be really interesting to see if that people-centric core stays or if they shift to how everyone else builds their tools,” she concludes.<\/p>\n

That is perhaps the worry. Verint\u2019s mission should not be to lead a competition of who can be the most open, with all vendors shouting: “It\u2019s me! It\u2019s me!”<\/p>\n

Instead, it should start with the workflows and work back from there to leverage the benefits of a bring-your-own-carrier (BYOC) model.<\/p>\n

Of course, that is much easier said than done, as mobility is still an issue with BYOC offerings.<\/p>\n

Yet, telephony vendors are making progress in this regard. For instance,\u00a0Ericsson \u2013 with Vonage \u2013 aims to manage the entire network experience<\/a>\u00a0to enhance the performance of over-the-top (OTT) communications applications.<\/p>\n

In doing so, it may deliver the next-level mobility that will make Verint\u2019s Open CCaaS model tick.<\/p>\n

If it does tick, Verint may shake up the entire CCaaS space, which is a much more compelling conversation than: “Look at how many shiny integrations we have.”<\/p>\n

Are Contact Centers Ready for This Conversation?<\/h2>\n

With Verint Open CCaaS, contact centers can kick down the door to new-fangled workflows that reimagine customer and agent experience.<\/p>\n

These workflows may also increase the connection between contact centers and other departments and open up opportunities for service leaders to drop AI and automation into contact center experiences more easily.<\/p>\n

That all sounds excellent, and generative AI has accelerated that conversation. Indeed, many vendors now boast about how they can connect various AI models and allow businesses to bring their own.<\/p>\n

Yet, there is a detachment from what most contact center leaders are ready for.<\/p>\n

“For the folks who traditionally had contact center on their business card, thinking about the various channels they don\u2019t even own and AI models\u2026 that\u2019s outside of their comfort zone,” states Rebecca Wetteman, Principal at Valoir.<\/strong><\/p>\n

How do I evaluate systems and train people? How will I keep this going on an ongoing basis without exposing myself to risks? There is a really steep learning curve there.<\/p><\/blockquote>\n

For some, it\u2019ll even be a struggle to partner with departments outside customer service and play a more cooperative role in customer experience.<\/p>\n

After all, specific departments often try to own CX in its entirety. Noting this phenomenon, Miller states: “The walls are getting bigger and thicker, and that\u2019s a really bad place to be.”<\/p>\n

Not only will it limit the value of new workflows, the contact center will remain siloed as it adds more channels and capabilities.<\/p>\n

Think about how some businesses transfer customers over the phone to different departments; that could happen on digital channels too.<\/p>\n

Lines like: “I can\u2019t help you here in the contact center because you first spoke to marketing” over email will prove even more destructive to customer relationships.<\/p>\n

For such reasons, while Verint\u2019s BYOC-driven Open CCaaS approach is exciting, an education must happen too for businesses to leverage its many benefits.<\/p>\n

Listen to more insights from Liz and Rebecca into Verint\u2019s Open CCaaS Platform and other CX news as they join\u00a0Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research,<\/strong>\u00a0and myself on an upcoming episode of our CX BIG News Show.\u00a0<\/em><\/p>\n

To make sure you don\u2019t miss it, subscribe to the CX Today Newsletter<\/a>.<\/strong> <\/em><\/p>\n

 <\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

With much fanfare, Verint announced an Open CCaaS platform at its hallmark Engage 2023 event. Many rushed to celebrate how the innovation will open up contact centers to the broader business, enable more integrations, and allow service teams to leverage a new partner ecosystem. Yet, in doing so, they skipped past the true differentiator of […]<\/p>\n","protected":false},"author":4063,"featured_media":50570,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850],"class_list":["post-50567","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","tag-artificial-intelligence","tag-ccaas","tag-omni-channel","brands_to_track-verint","editorial_type-feature","intent-evaluation"],"acf":[],"yoast_head":"\nThere\u2019s More to the Verint Open CCaaS Platform Than Meets the Eye - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center & Omnichannel\u200b news including Artificial Intelligence, CCaaS, Omni-channel and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/theres-more-to-the-verint-open-ccaas-platform-than-meets-the-eye\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"There\u2019s More to the Verint Open CCaaS Platform Than Meets the Eye\" \/>\n<meta property=\"og:description\" content=\"CX Today covers Contact Center & Omnichannel\u200b news including Artificial Intelligence, CCaaS, Omni-channel and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/theres-more-to-the-verint-open-ccaas-platform-than-meets-the-eye\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2023-07-06T07:53:57+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-07-10T12:57:32+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2023\/07\/meets-thecolorful-eye-850.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Charlie Mitchell\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Charlie Mitchell\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/theres-more-to-the-verint-open-ccaas-platform-than-meets-the-eye\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/theres-more-to-the-verint-open-ccaas-platform-than-meets-the-eye\/\"},\"author\":{\"name\":\"Charlie Mitchell\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9\"},\"headline\":\"There\u2019s More to the Verint Open CCaaS Platform Than Meets the Eye\",\"datePublished\":\"2023-07-06T07:53:57+00:00\",\"dateModified\":\"2023-07-10T12:57:32+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/theres-more-to-the-verint-open-ccaas-platform-than-meets-the-eye\/\"},\"wordCount\":739,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/theres-more-to-the-verint-open-ccaas-platform-than-meets-the-eye\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2023\/07\/meets-thecolorful-eye-850.jpg\",\"keywords\":[\"Artificial Intelligence\",\"CCaaS\",\"Omni-channel\"],\"articleSection\":[\"Contact Center & Omnichannel\u200b\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2023\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/theres-more-to-the-verint-open-ccaas-platform-than-meets-the-eye\/\",\"url\":\"https:\/\/www.cxtoday.com\/contact-center\/theres-more-to-the-verint-open-ccaas-platform-than-meets-the-eye\/\",\"name\":\"There\u2019s More to the Verint Open CCaaS Platform Than Meets the Eye - 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