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Seamless Customer Experience - Combining AI, VA with Live Agents


Presented By: CrmXchange

Live Date: September 17,2020. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Jen Snell, Vice President, Product Marketing, Verint Intelligent Self-Service and

Tamsin Dollin, Sr. Product Marketing Manager, NICE inContact

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About the Webcast

All customers want the fastest resolution possible! 

In a recent international study, two-thirds of consumers say they believe customer service online and via mobile devices needs to be quicker and more intuitive. Agents feel the same way. They crave ways to deliver the fastest resolution possible. 

During this hour we discuss:

- The convenience of a ‘digital-first’ contact center - service options with the convenience that traditional approaches can’t provide – including seamless elevation and channel-hopping with a smooth and natural transition for both the customer and agent.

- A means for customers to engage with your organization and the ability to switch channels with perfect hand-off to live assistance.

- How to achieve significant efficiency in your contact center that leads to stronger agent performance and, most importantly, higher customer satisfaction.

- How engaging with customers across every channel provides an opportunity to grow relationships. Learn how to capture intent--level data and apply it.

About the Presenters

Jen Snell, Vice President, Product Strategy and Marketing, Verint

 As a recognized marketing leader for emerging technology and enterprise artificial intelligence, Jen is leading marketing strategy and user engagement programs.

Jen is a frequent speaker and a leading contributor on topics shaping the development and design of interactive technologies. As both a visionary and a pragmatist, she translates the broad visions of technology leaders across the enterprise into actionable insights and purposeful solutions. Jen ensures that Verint’s Intelligent Self-Service solutions deliver remarkable user experiences that advance her clients' business goals.

Tamsin Dollin, Senior Product Marketing Manager, AI & Automation NICE CXone

Tamsin is Senior Product Marketing Manager at NICE with a passion for “connecting the dots” on what it takes to deliver a better customer experience in today’s digital world. Prior to marketing, she spent 20+ years in high-tech as a docs writer and contact center trainer.