Cisco has made the Verint Open Platform’s Data Hub available to its Webex Contact Center customers via the Webex App Hub.
The Data Hub layers over the CCaaS platform – in addition to third-party tools - centralizing behavioral data from every customer conversation.
Whether that data comes from reporting, analytics, survey, quality assurance (QA), or another service-based solution – the data layer pulls it all together and gives it meaning.
Historically, all that data has resided in silos. As a result, limited data becomes useful to contact center leaders.
However, Webex Contact Center customers can now turn the screw. As Jono Luk, VP of Product Management at Webex by Cisco, added:
“Secure and accurate real-time data is critical for organizations to measure how they are performing against customer expectation.
Verint’s Data Hub is now available as an integration with Webex Contact Center, where customers will be able to enhance customer engagement across every area of the business.
To bring all the contact center’s behavioral data together, many organizations will have already built a data lake. Yet, that is no stroll in the park.
After all, IT leaders must build adapters, gather data, and normalize it.
Moreover, data lakes often fail to deliver on the real-time data needs of the contact center.
Thankfully, Verint’s Data Hub brings everything together more seamlessly, enabling real-time data use cases, and unlocking new value.
Such new value may come through better supporting deployments of contact center AI – as Data Hub can act as a gym for virtual agents and assistants.
In doing so, automation bots may better adapt to the changes within the business.
John Bourne, SVP of Global Channels and Alliances at Verint, shared his delight at bringing such capabilities to Webex Contact Center customers. He stated:
