Verint Introduces New Market-Leading AI Innovation to Further Expand Real-time Agent Assist Capabilities
November 17 2021 - 8:30AM
Business Wire
Latest Enhancements to Verint Cloud Platform also Include
Highly Accurate Transcription Engine Built on Advanced Deep Neural
Network Models and Expanded Capabilities for its Engagement Data
Management Solution
Verint® (NASDAQ: VRNT), The Customer Engagement Company™, today
announced new AI-driven Real-time Agent Assist (RTAA) capabilities
including real-time sentiment analysis and new work assist
functionality in the Verint Customer Engagement Cloud Platform.
The new functionality, powered by Verint Da Vinci™ AI and
Analytics, helps organizations connect with customers on a more
empathic and human-level, empowering agents with in-the-moment
knowledge and context around customer sentiment and intent. This
gives brands a powerful tool to assist employees as they work from
anywhere to boost customer satisfaction and loyalty in today’s
digital-first world, where empathy-led customer experience is
imperative.
With expanded linguistic and acoustic analysis capabilities,
AI-powered bots comprehend what’s being said, how it’s being said
and the corresponding agent’s actions and desktop activity,
understanding the full interaction context to provide meaningful
assistance in the moment to improve agent efficiency and reduce
handle time. Verint’s RTAA provides critical notifications,
knowledge, and reminders on the agent desktop, unobtrusively, to
guide agents on the next-best action and drive positive interaction
outcomes.
“When customers pick up the phone to talk with live agents, they
rightly expect rapid response and sensitivity to their moods and
overall sentiment,” explains Dan Miller, lead analyst at Opus
Research. “Verint’s approach employs AI-infused analytics during
each conversation to help agents respond empathetically, resulting
in higher levels of engagement, task completion and customer
satisfaction.”
A new Verint Da Vinci transcription engine, built on advanced
Deep Neural Network (DNN) models, provides best-in-class
transcription and comprehension accuracy as well as discernment of
customer intent and sentiment. This helps ensure accurate
understanding of complex contact center conversations to provide
insight as how and where agent empathy can be improved.
Beyond the expanded capabilities to assist agents in real time
and a new post-call transcription engine with market-leading
breakthrough transcription and comprehension accuracy, Verint also
released additional enhancements to its cloud platform. It extended
the capabilities of its Engagement Data Management solution to
include experience data. Through this combination of interaction
and experience data management, Verint provides brands with a
comprehensive view of customer engagement data across all customer
touchpoints.
“While nearly all businesses know the importance of customer
empathy, most struggle to deliver it on a consistent basis,
especially given the work-from-anywhere contact center
environment,” says Verint’s Daniel Ziv, vice president, speech and
text analytics, global product strategy. “Our latest innovation
supports the delivery of exceptional experiences aligned with the
customer’s emotional state and intent for more impactful and
meaningful interactions, guiding agents in real time towards the
best possible outcome.”
Visit Verint Real-time Agent Assist to learn more.
About Verint
Verint® (Nasdaq: VRNT) helps the world’s most iconic brands –
including over 85 of the Fortune 100 companies – build enduring
customer relationships by connecting work, data and experiences
across the enterprise. The Verint Customer Engagement portfolio
draws on the latest advancements in AI and analytics, an open cloud
architecture, and The Science of Customer Engagement™ to help
customers close The Engagement Capacity Gap™.
Verint. The Customer Engagement Company™. Learn more at
Verint.com.
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, 2021, our Quarterly
Report on Form 10-Q for the quarter ended July 31, 2021, 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, THE CUSTOMER ENGAGEMENT COMPANY, BOUNDLESS CUSTOMER
ENGAGEMENT, THE ENGAGEMENT CAPACITY GAP and THE SCIENCE OF CUSTOMER
ENGAGEMENT are trademarks of Verint Systems Inc. or its
subsidiaries. Verint and other parties may also have trademark
rights in other terms used herein.
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Media Relations Amy Curry amy.curry@verint.com
Investor Relations Matthew Frankel
matthew.frankel@verint.com
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