Verint Adds Qudini Appointment Scheduling to Customer Engagement Platform

Most companies today know what they need to do to improve customer engagement and meet the rising demands of customers, but they often lack the resources to do it. Verint (News - Alert) calls this problem the “Engagement Capacity Gap,” and it gets larger every year as more customers expect personalized, two-way customer interactions.

To help close this engagement gap, Verint recently announced the expansion of its Verint Customer Engagement Platform with technology acquired from UK-based appointment scheduling solutions provider Qudini, a privately held company with approximately 20 employees. The goal of the expansion is to help brands increase profitability and productivity while driving customer loyalty. The open architecture of the Verint Platform will enable organizations to seamlessly integrate Qudini’s appointment scheduling and management technology to balance resources and investments in their contact centers, branches, and stores.

According to research conducted by Qudini, 76% of consumers say that an appointment scheduling service, for both digital and physical visit appointments, would have a positive impact on their customer experience. Qudini’s appointment scheduling capabilities will provide additional benefits to contact centers that seek to optimize agent schedules and productivity. As these contact centers strive to meet elevated customer expectations while also managing their operating expenses, they will be empowered to bridge digital and in-person experiences, improving levels of personalized service, according to the two companies.

“As more and more brands seek to provide improved consumer journeys with appointment setting capabilities, our customers will be able to benefit from our expanding platform in their contact centers, stores and branches,” said Verint’s Nick Mortimer, Vice President of Product Strategy, in a statement. “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.”

Edited by Alex Passett