MELVILLE, N.Y.--(BUSINESS WIRE)--Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, today announced its AI and analytics solutions achieved the highest customer rating for overall vendor satisfaction and top customer satisfaction scores on 25 vendor, product capability and product effectiveness criteria surveyed in DMG Consulting LLC’s new 2020 Interaction Analytics Product and Market Report*. In addition, Verint represents the largest market share by number of customers and achieved the greatest increase in number of customers among vendors named in the report’s market activity analysis.
DMG’s report focuses on contact center and service-related uses of interaction analytics (IA). The report also explores how artificial intelligence (AI)-related technologies and predictive analytics are driving innovation, making important contributions in improving the accuracy of findings, and enhancing real-time analytics.
“Companies that have an interaction analytics solution that captures and analyzes voice and digital interactions on a historical, near-real-time and real-time basis have a major advantage over other companies,” said Donna Fluss, president, DMG Consulting. “IA gives companies insights into customer needs and wants as well as their emotions and sentiment.”
Verint Analytics solutions received:
- Top customer satisfaction scores for product capability criteria including artificial intelligence (AI) and machine learning (ML) capabilities, accuracy and tuning capabilities, analytics-enabled quality management (AQM) capabilities, emotion detection, and sentiment analysis.
- Top customer satisfaction scores for product effectiveness criteria including ability to understand the omnichannel customer experience, ability to provide agents with contextual real-time guidance, and ability to understand the voice of the customer (VoC) and customer preferences.
- Top customer satisfaction scores for vendor satisfaction criteria including overall vendor satisfaction, product innovation, implementation, ongoing service and support, and professional services.
The report reviewed Verint’s Speech and Text Analytics, Contextual Real-Time Guidance and Analytics-Enabled Quality Management applications. Verint Speech and Text Analytics automatically analyzes and identifies trends, themes, emotion, sentiment and the root causes driving customer interactions, including voice calls and unstructured text such as chat in order to proactively respond to issues and act on opportunities that enhance the customer experience and support business objectives.
“We are focused on providing the most innovative real-time speech and text analytics capabilities to meet the changing needs of our customers,” says Verint’s Nancy Treaster, SVP and general manager of strategic operations. “We’re proud to see this reflected in the satisfaction scores from all of our customers who participated in this report.”
Click the following links to learn more about Verint’s Workforce Engagement Cloud and Experience Cloud offerings. To view a Verint Virtual on-demand session titled, New Speech Analytics Value-Added Services To Help You Prepare For Recovery, click here.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization and cyber intelligence. Today, over 10,000 organizations in more than 180 countries—including over 85 percent of the Fortune 100—count on intelligence from Verint solutions to make more informed, effective and timely decisions. Learn more about how we’re creating A Smarter World with Actionable Intelligence® at www.verint.com.
*Source: DMG Consulting, 2020 2020 Interaction Analytics Product and Market Report, July 2020
This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2020, our Quarterly Report on Form 10-Q for the quarter ended April 30, 2020, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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