Verint®, The Customer Engagement Company™ 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.