Verint® announced that it received the highest score in overall vendor satisfaction and other top customer satisfaction scores for multiple capabilities, including automation, artificial intelligence (AI) and customer self-service, in DMG Consulting LLC’s new 2019/2020 Intelligent Virtual Agent Product and Market Report*.
The report provides an analysis of the Intelligent Virtual Agent (IVA) market and vendors who offer a broad range of solutions that address service, contact centre, back-office and other enterprise uses. Comprehensive customer satisfaction surveys rank the vendors across a range of categories including product capabilities, product effectiveness and vendor satisfaction.
As in last year’s report, Verint achieved the top customer score in overall vendor satisfaction. The company also took the top spot in five of the other nine vendor satisfaction categories, including perfect scores for ongoing service and support and vendor communication. Other categories in which Verint had the highest score were implementation, training, and professional services.
In customer ratings of product capabilities, Verint achieved a perfect score in automation, and top scores in five more of the 10 categories, including design and content-management tools; AI capabilities; natural language understanding; customer self-service; and reporting/dashboards.
“Companies cannot afford to grow service organizations like they have for the past 20 years,” notes Donna Fluss, president, DMG Consulting. “Cutting budgets and employees may help in the short term, but lasting actions must be taken, including breaking down walls between departments and improving self-service solutions. The great news is the growing presence of intelligent virtual agents, which use artificial intelligence, machine learning, and natural language understanding and processing to help companies cut costs, make it easier for customers to conduct business, and improve the experience for everyone involved.”
“AI-enabled contact centres are the future of service organizations,” continues Fluss. “These are operating environments where AI, machine learning, IVAs, robotic process automation (RPA), desktop process automation (DPA), knowledge management and more will be instrumental in helping companies improve the service experience.”
Verint Intelligent Virtual Assistant™ is part of Verint’s Intelligent Self-Service platform. Using artificial intelligence and machine learning, it provides personalized answers to customer questions and requests based on the customer’s prior purchases, location and other factors. It can predict what a customer wants and determine the best next action. Customers experience higher goal completion rates with a user experience that’s better, smarter and faster, and that involves less effort. Businesses benefit too, realizing greater self-service use across all channels, translating into higher automation and lower escalation rates.
“The DMG research provides valuable insight into this growing market,” says Verint’s Nancy Treaster, SVP and general manager of strategic operations. “It also provides strong affirmation for our own IVA growth strategy at Verint. Seeing the evidence of how AI-based systems improve quality, productivity and the overall customer journey, the report concludes ‘it’s time’ for most organizations to start adopting the systems. As our own customer satisfaction results indicate, we are well-positioned to help newcomers make the leap.”
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization and cyber intelligence. 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.