Shai Berger
@shaiberger
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Sr. Director at Verint. Formerly CEO/co-founder of Fonolo (sold to VRNT) and Streamcheck (sold to KEYN).
Toronto, Canada
Joined July 2007
A sad day! Pocket was one of the first apps I added to my first iPhone (15y ago!). It's been in near-daily use ever since. Farewell @Pocket 🫡
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The original callbacks concept was that the system would place you on a virtual hold and call you back when it was your turn. Verint believes it can take the callback solution to the next level with AI. #ContactCenter #CX #Verint #Fonolo
https://t.co/Idh24dFe6q
nojitter.com
The original callbacks concept was that the system would place you on a virtual hold and call you back when it was your turn. Verint believes it can take the callback solution to the next level with...
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Forrester Wave for CCaaS Platforms 2025: Top Takeaways; NICE and Genesys slug it out for top spot, while Amazon Connect continues to impress ...
cxtoday.com
CX Today covers Contact Center & Omnichannel​ news including Artificial Intelligence, Automation, CCaaS, CRM, Generative AI and more.
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New on @NoJitter: Synchronizing Voice and Digital in Conversational AI. @NLXai’s patented multimodal AI technology, Voice+, has been deployed by global brands, including @United #CX #AI #AmazonConnect @AWScloud
https://t.co/JrFvNrLDk9
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"Verint Analyst Days – All About #CX Automation" - my latest on @BCstrat on #VerintAnalystDays. @Verint has been on a mission to deliver #AI business outcomes by increasing CX automation in the #cctr to lower costs while improving #CX. #CCaaS #custserv
https://t.co/kF7lEWCsoZ
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@Genesys' agreement to acquire @Radarrtech goes beyond the benefits of offering social media listening and analysis tools. It's a data play that will enhance customer data from voice and digital offerings with rich social data to elevate #CX
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Good summary from @KdawsonVr on the new approach to CCaaS from @verint. "... a vendor should not have to be an ACD provider to be considered the primary vendor in a #cctr technology stack. This idea runs against conventional wisdom, but that doesn’t make it wrong ..."
Check out @KDawsonVR's analyst perspective to learn about @Verint's open CCaaS strategy. https://t.co/1agyrYKQUu
#CCaas #ContactCenter #CX #Verint
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It's OK to nudge customers to cheaper channels -- after all, agents are a limited resource -- but evasion and trickery will hurt you in the long-run. #custserv
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"The misuse and abuse of deflective practices... taught [us] to be resistant and skeptical of modern customer service." There's an old quip about taxes: "Avoiding is OK. Evading is bad." I believe that works well in the #cctr too. https://t.co/ONvG3kVuUH by @DaveMichels
nojitter.com
In most cases, generative AI solutions to won’t raise the bar of CSAT. Instead, it will be justified to reduce expenses.
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Voice for CX is Dying. Long Live Digital Engagement. The traditional role of the voice-based call center is changing and is now just one piece of the CX puzzle. @NTTLtdCollabCX @NICELtd @AVAYA @GENESYS @five9 #CCAAS #CX #AI
https://t.co/RELncOz82E
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Cloud communications trends 2024: 7 analysts weigh in - article by @RingCentral. Including predictions from @zkerravala @DaveMichels @McGeeSmith @Roopamjain Denise Lund @epopova and me. #CCaaS #CX #ucoms #UCaaS
https://t.co/GbNHoAfsyg
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Viewz> TalkingPointz: Generative AI Not Likely to Increase Customer Satisfaction: In most cases, generative AI solutions to won’t raise the bar of CSAT. Instead, it will be justified to reduce expenses. https://t.co/lULnS1DE6W
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Keynote time. Alan and Omar. Short version: Innovation without Disruption. We are investing in classic and cloud solutions. Great to be here. #AXP #AXPConnect @Avaya
#ChooseYourJourney #GitexGlobal2023
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I'll second that... good move for both.
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