Verint Open Platform including Conversational AI and
Containment Bots Elevates Customer Experiences, Increases Employee
Productivity and Reduces Costs Through Scalability, Real World
Success and Vision for LLMs and Generative AI
Verint® (NASDAQ: VRNT), The Customer Engagement Company™, today
announced that its Intelligent Virtual Assistant (IVA)™ solution
has received top scores and is positioned as the leader for product
completeness, flexibility and strategic potential among 16 solution
providers evaluated in the 2023 Conversational AI Intelliview:
Decision Makers’ Guide to Enterprise Intelligent Assistants report
by Opus Research.*
Verint IVA is cited for exceeding criteria and offering
demonstrable advantages in all four of the report’s scoring
components including state-of-the-art capabilities, integration
points and scalability, real-world success, and vision.
"Verint rated well by covering all the bases for enabling
successful conversational AI deployments among organizations
looking to transform engagement through intelligent automation,”
said Derek Top, research director and senior analyst, Opus
Research. “They built an impressive track record by taking an open
platform approach with flexible tools for managing purpose-specific
bots that empower agents and assist in routing, queuing and
analytics, all supported by a vision that scales across multiple
industries.”
In the report Opus noted that, in addition to providing the
tools and framework for service creation and analytics, the highest
ranking vendors support the use of Large Language Models (LLMs) and
Generative Artificial Intelligence (AI), with special attention to
those that establish a framework for privacy and trust.
“The conversational AI landscape is changing rapidly in light of
advancements made possible by LLMs and Generative AI,” says
Verint’s Heather Richards, vice president, go-to-market strategy.
“To be recognized by Opus Research as a leader for our IVA
including our Digital and Voice Containment Bots is fantastic.”
Verint Containment Bots Delivering CX Automation Results
According to a recent Verint survey, 74 percent of respondents said
they have used a chatbot. Of those, 64 percent said they had a
negative experience. The research demonstrates that consumers want
to use self-service options, but brands need to go beyond using
simple decision trees and introduce conversational AI that
understands a wide range of customer intents and can deliver
efficient and effective service.
Successfully containing the interactions in the self-service
environment is key to saving millions of dollars and elevating CX.
By letting bots handle repetitive customer inquiries or issues
quickly and efficiently, agents are freed up to focus on resolving
higher value calls.
“Today’s consumer has outgrown the limited capabilities of
common chatbots. By reducing friction created by simplistic
chatbots and voice assistants and increasing intelligence, we are
driving an entirely new level of CX automation for brands,” says
Richards. “An example is Verint Voice and Digital Containment Bots
that easily integrate with enterprise applications and deliver
personalized self-service experiences effectively resolving
customer inquiries and reducing inbound calls.”
Verint Specialized Bots are designed to drive CX automation by
supporting specific roles within a contact center and throughout
the enterprise. They accelerate and automate existing workflows and
seamlessly integrate into the workforce to enhance customer
engagement. Integrating bots is also a cost-effective alternative
to hiring that will enhance employee experience and offer a
valuable solution for bridging the Engagement Capacity Gap where
organizations must do more with less.
Learn more about Verint IVA including the Voice and Digital
Containment Bots here.
About the 2023 Decision Makers’ Guide to Enterprise
Intelligent Assistants This seventh edition of the Opus
Research report offers a comprehensive assessment of
enterprise-grade Intelligent Assistant solutions to support
customer care, self-service, employee assistance, messaging, and
device control. The results are based on five enterprise specific
criteria: feature-rich and highly functional resources; robust
connectors to sources of knowledge and back-office systems; proven
record of transformation without disruption; vision for LLMs and
Generative AI to augment offerings; and shifting from rule-based,
task-specific language models. Click here for a complimentary copy
of the report.
About Verint Verint® (NASDAQ: VRNT) helps the world’s
most iconic brands continuously elevate the customer experience
(CX) and reduce operating costs. More than 10,000 organizations in
175 countries – including over 85 of the Fortune 100 companies –
rely on Verint’s open customer engagement platform to harness the
power of data and AI to maximize CX automation.
Verint, The Customer Engagement Company®, is proud to be
Certified™ by Great Place To Work®. Learn more at Verint.com.
*Opus Research 2023 Conversational AI Intelliview: Decision
Makers’ Guide to Enterprise Intelligent Assistants. Published
October 2023.
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, 2023, 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, VERINT OPEN CCAAS, THE CUSTOMER
ENGAGEMENT COMPANY, BOUNDLESS CUSTOMER ENGAGEMENT, AND THE
ENGAGEMENT CAPACITY GAP 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/20231213471744/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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