For the Fourth Consecutive Year, Customers Give Verint Interaction Analytics Solutions Top Satisfaction Scores in New Interaction Analytics Report
October 13 2022 - 8:30AM
Business Wire
Verint Leads with the Largest Increase in Interaction
Analytics Customers and Seats and Received the Top Customer
Satisfaction Scores for All Featured Vendors and Ratings
Categories
Verint® (Nasdaq: VRNT), The Customer Engagement Company™, today
announced that it leads with the largest increase in interaction
analytics customers and seats between March 2021 and May 2022, and
received the highest customer ratings in multiple customer
satisfaction categories according to DMG Consulting LLC’s 2022/2023
Interaction Analytics (IA) for the Enterprise report*—including a
5.0 out of 5.0 in the Overall Vendor Satisfaction category for the
fourth consecutive year.
DMG’s report focuses on contact center and service-related uses
of interaction analytics. It also explores the broader application
of interaction analytics to a growing number of enterprise-wide
activities, increasing its contributions to customers, agents,
business units, and the enterprise. The report’s market activity
analysis names 19 vendors providing interaction analytics solutions
globally. Verint’s artificial intelligence (AI) and interaction
analytics continues to lead the market with the largest market
share by number of customers.
“A unique and highly beneficial aspect of IA is its ability to
address voice and digital channels and put together a comprehensive
story of the customer experience,” said Donna Fluss, president, DMG
Consulting. “Looking at feedback in each channel has always been
important but gaining visibility into what is happening across
channels and enterprise business units is essential to
understanding the overall customer journey.”
Verint Interaction Analytics™ solutions received the highest
customer satisfaction scores of the report’s six featured vendors
in all 27 vendor and product ratings categories including:
- Top customer satisfaction scores for product capability
criteria including AI and machine learning (ML) capabilities,
accuracy and tuning capabilities, real-time capabilities, emotion
detection, and sentiment analysis.
- Top customer satisfaction scores for product effectiveness
criteria including the ability to deliver real-time context-based
agent guidance and real-time next-best action recommendations,
support analytics-enabled quality management (AQM) and the ability
to actively and passively capture the voice of the customer.
- Top customer satisfaction scores for vendor satisfaction
criteria including overall vendor satisfaction, product innovation,
implementation, ongoing service and support, and professional
services.
“Changing consumer behaviors and increased interactions are
driving the need for organizations to achieve a richer
understanding of their customer engagement data across all
channels,” says Verint’s Daniel Ziv, vice president, speech and
text analytics, global product strategy. “We are honored to be
recognized by customers as one of the most effective, accurate and
complete interaction analytics solutions that provide insights
across voice and digital channels, and real-time AI guidance to
frontline agents and employees. These capabilities ensure accurate
understanding of complex contact center conversations and provide
guidance that improve customer experience and interaction
outcomes.”
Verint Interaction Analytics is an AI-enabled interaction
analytics platform that supports historical analysis of voice and
text-based interactions and real-time analysis and guidance for
frontline agents and employees. The Verint Interaction Analytics
platform is powered by the Verint Da Vinci AI™ Transcription engine
and deployed in over 80 languages and dialects.
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.
*DMG Consulting LLC 2022/2023 Interaction Analytics for the
Enterprise Report. September 2022
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, 2022, 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, VERINT DA VINCI, 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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version on businesswire.com: https://www.businesswire.com/news/home/20221013005122/en/
Media Relations Sue Huss sue.huss@verint.com
Analyst Relations Ryan Zuk ryan.zuk@verint.com
Investor Relations Matthew Frankel
matthew.frankel@verint.com
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