Verint Earns Highest Overall Vendor & Product Customer Satisfaction Scores in DMG Consulting Report on Speech Analytics Solut...
November 05 2018 - 8:30AM
Business Wire
Report Also Notes Greatest Number of Customer Wins and
Highest Seat Growth Among Vendors
Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement
Company™, today announced that it has received a perfect score in
overall vendor satisfaction and the highest score in overall
product satisfaction from customers in DMG Consulting LLC’s new
2018/2019 Speech Analytics Product and Market Report.1
According to DMG Consulting, the report focuses on contact
center uses of speech analytics (SA) and is intended to help
contact center, IT and enterprise leaders select the right vendor
to meet their organization’s current and future needs. DMG
Consulting explains that innovation in the speech analytics market
is reinvigorating this highly valuable sector, forecasting that
speech analytics will play a major role in understanding customer
preferences, anticipating consumers’ behavior, which in combination
with predictive analytics and real-time speech analytics, will
guide transactions to successful outcomes and personalize the
customer journey. The analyst firm also notes that companies who
invest in the resources and best practices to build an effective SA
program will realize significant benefits.
Verint’s results include:
- A perfect score of 5.0 in overall
vendor satisfaction. For this ranking, customers of each
featured vendor were asked to rate their overall satisfaction with
all aspects of their vendor relationship.
- The highest average score among all
featured vendors for 15 product satisfaction categories. For
this ranking, customers rated vendors on product components
including usability, ease of ongoing use and program maintenance,
ability to leverage artificial intelligence and machine learning to
enhance findings, audio mining capabilities, ease of integration
with third-party applications, and the ability to recommend ways to
address issues in real time.
- Verint added the most seats and
customers from March 2017 to June 2018 of any vendor covered in the
report, achieving the highest volume of growth among market
leaders.
“The pace of business continues to accelerate, and enterprises
are searching for tools to help them understand and meet customer
needs more quickly,” notes Donna Fluss, president, DMG Consulting.
“Speech and text analytics can mine customer interactions from all
voice and digital channels, including social media, to capture the
voice of the customer (VoC) first-hand. It is a highly effective
approach to listen to what customers are saying.”
Available both on premises and in the cloud, Verint Speech
Analytics™ provides advanced functionality that can automatically
surface intelligence from millions of recorded calls, so
organizations can proactively and efficiently meet customer
demands. The next-generation analytics solution can reveal the root
causes of customer churn, positive and negative customer
experiences, cost drivers, competitive and process-related
opportunities, and technology barriers. Providing a powerful way to
improve agent performance, the solutions can detect occurrences of
non-compliance and fraud, call handling efficiency and
accountability across all phone interactions.
“The DMG study affirms our focus on the value of speech
analytics to the contact center and the impact artificial
intelligence can have on these solutions, helping them deliver more
accurate and granular insights into customer behavior and agent
performance than ever before,” says Verint’s Nancy Treaster, senior
vice president and general manager, strategic operations. “We are
delighted by the results of the DMG study, as well as the report’s
clear understanding of the role today’s speech analytics solutions
can play. By anticipating consumer behavior and personalizing the
customer journey, they can deliver substantial benefits to
companies that deploy them. Organizations can improve speed to
insights and return on investment with solutions designed to
proactively address customer demands and elevate the customer
experience.”
To learn more about Verint Speech Analytics, available on
premises and in the cloud, click here.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable
Intelligence® solutions with a focus on customer engagement
optimization, security intelligence, and fraud, risk and
compliance. 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.
1 Source: DMG Consulting LLC, 2018/2019 Speech Analytics Product
and Market Report, September 20, 2018.
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, 2018, our Quarterly
Report on Form 10-Q for the quarter ended July 31, 2018, 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.
VERINT, ACTIONABLE INTELLIGENCE, THE CUSTOMER ENGAGEMENT
COMPANY, NEXT IT, OPINIONLAB, TERROGENCE, SENSECY, CUSTOMER
ENGAGEMENT SOLUTIONS, CYBER INTELLIGENCE SOLUTIONS, EDGEVR,
RELIANT, VANTAGE, STAR-GATE, SUNTECH, and VIGIA are trademarks or
registered trademarks of Verint Systems Inc. or its subsidiaries.
Other trademarks mentioned are the property of their respective
owners.
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