Verint® highlighted significant advances in automation innovation across its award-winning Customer Engagement™ portfolio, along with plans to launch new automation capabilities later this year. Leading enterprises recognize that the effective adoption and implementation of automation solutions within their customer engagement operations can be game-changing for the enterprise, yielding higher revenue, lower operating costs and greater customer satisfaction.
Verint is a long-time automation leader and has leveraged automation technologies over the years to drive workforce optimization (WFO) market leadership. Recently, Verint added innovative automation capabilities beyond its WFO suite, across a broad portfolio of customer engagement solutions. Examples of automation innovation include the introduction of a self-service solution powered by Natural Language Processing (NLP), the introduction of automated speech analytics categories powered by machine learning, and the introduction of automated caller authentication powered by biometric analytics.
Verint’s automation innovations utilize the latest advances in Artificial Intelligence (AI)—including machine learning and NLP—and the latest advances in unstructured and structured data analytics to further drive new capabilities to help modernize and simplify customer engagement. Notes Dan Bodner, CEO, Verint, “We believe advanced automation plays a vital role in the future of customer engagement and in helping enterprises achieve their strategic objectives. We are firmly committed to help organizations modernize customer engagement and we are investing further in automation.”
In fact, later this year, Verint expects to unveil several new and significant automation solutions across its portfolio. To support customers as they embrace automation tools, Verint intends to expand value-added services that help organizations determine what to automate, how to roll-out new advanced automation across their operations, and best practices for driving adoption and change management.
“We are very excited about Verint’s advances in automation. Customer engagement automation is a key part of our strategy to better serve our customers and we believe it’s also important for any organization looking to drive customer engagement excellence,” says Robert Morgenstern, Vice President, Customer Service Operations, HA Group – Serving Princess Cruises, Holland America, Seabourn, Fathom and P&O Australia.
“The combination of AI and analytics creates new automation opportunities that can revolutionize customer engagement. Our established track record, combined with strong domain expertise and continued investment in automation, positions us well to help our customers excel as they modernize their operations,” adds Verint’s John Goodson, senior vice president and general manager, products.