Predictive Guidance Draws on the Power of Analytics and
Knowledge to Simplify, Modernize and Automate Engagement
This week from its Engage™ Global Customer Conference, Verint®
Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, is
announcing and demonstrating exclusive workforce engagement
technology advancements powered by automation, predictive
analytics, knowledge and next-best action guidance to foster
greater speed, ease and accuracy in how employees perform their
jobs. The result is smarter, seamless service delivery in an era of
increasingly complex interactions.
In its report “2018 Customer Service Trends: How Operations
Become Faster, Cheaper—and Yet, More Human,” Forrester states that
the market is at a tipping point. “Customers contact enterprises at
a greater rate over a greater number of channels… Enterprises react
by adding headcount—an unsustainable strategy. You must transform
operations by developing strength in automation, AI [Artificial
Intelligence] and knowledge.”1
Gartner notes in its “Magic Quadrant for Workforce Engagement
Management” research—in which Verint is named a Leader—that “Key
market and societal shifts require a repositioning of how
organizations manage employee engagement within their contact
centers.”2 It goes on to state, “The impact a motivated and engaged
employee can have—not just on operational performance but also on
the customer experience—should not be underestimated and should
help justify future investment.”3
New Capabilities Present the Right Information at the Right
Time Through Real-Time Analytics
New automation capabilities from Verint draw on the power of
real-time speech analytics to sift through millions of pieces of
information and dynamically present the right knowledge to the
agent based on speech patterns, all at the right time to resolve
complex customer inquiries.
This technology represents a significant step forward in
simplifying customer engagement. Interactions are analyzed as they
unfold, and agents are automatically notified when they should use
a relevant knowledge article or process—making even the most
complex interactions more efficient to handle.
When interacting with customers, agents are presented with the
right information to provide, or the right process to execute,
without needing to run searches. Based on real-time conversations,
agents can leverage the software to deliver answers more
efficiently and accurately with less training. These in-the-moment
capabilities simplify interactions, and improve customer engagement
and loyalty.
The solution also addresses demand for modern technology by
today’s contact center agents, who are less willing to stay in a
work environment void of tools that assist them in performing their
jobs well. With this Verint technology, agents are empowered
through the use of automation that assists with the more tedious
aspects of their jobs. Rather than spending frustrating minutes
searching through countless files, agents now can focus on engaging
with the customer.
The company provides similar capabilities across all non-voice
contact center interactions as well. If a customer types a chat,
SMS, Facebook message or other text-based inquiry, the agent
automatically receives suggestions of what knowledge article to use
or what next-best action to take.
Click here to learn more about Verint Workforce Engagement™
offerings for the contact center, back office and branch—along with
the broader Verint Customer Engagement™ portfolio, including
offerings for self-service, voice of the customer, compliance and
fraud mitigation.
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.
Sources: 1: Forrester, “2018 Customer Service Trends: How
Operations Become Faster, Cheaper—and Yet, More Human,” January 24,
2018. 2-3: Gartner, Inc. “Magic Quadrant for Workforce Engagement
Management,” February, 6, 2018.
Gartner Disclaimer: Gartner does not endorse any vendor, product
or service depicted in its research publications, and does not
advise technology users to select only those vendors with the
highest ratings or other designation. Gartner research publications
consist of the opinions of Gartner’s research organization and
should not be construed as statements of fact. Gartner disclaims
all warranties, expressed or implied, with respect to this
research, including any warranties of merchantability or fitness
for a particular purpose.
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 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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Verint Systems Inc.Media and Analyst
Relations:Anne Pattonanne.patton@verint.comorInvestor
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