Verint® announced its innovative, AI-enabled Experience Cloud has been recognized as a market leader in the Omdia Market Radar: AI-enabled Experience Management Platforms report*.
Verint was evaluated alongside eight other vendors and received the highest “advanced capability or breadth” rating on multiple criteria noted by Omdia as necessary to support continuous customer engagement improvement.
Omdia’s Market Radar report examined top Experience Management (XM) platforms with criteria across advanced Artificial Intelligence (AI), Enterprise Feedback Management, Customer Experience, Voice of the Customer (VoC), and Voice of the Employee (VoE) capabilities.
“Verint is a market leader with a unified platform on a common codebase, enabling new digital channels to be added swiftly, as they emerge,” said Omdia analyst, Jeremy Cox. “Verint provides a mature, highly-integrated platform that appeals to enterprises across a range of industries, with notable successes in financial services, insurance, and utilities. Its extensive use of AI and the ability to analyze sentiment across voice channels, as well as text, will appeal to organizations with large customer care centres.”
According to the report, Verint Experience Cloud provides predictive analytics at scale across all channels and analyzes experiences in three dimensions – key drivers underlying the customer experience, critical metrics, and the resulting outcomes. In addition, native, not partnered, text and speech insights enhance downstream analytics while protecting privacy. The company also received top scores for Advanced AI, (e.g. machine learning, natural language processing and speech analytics); unified VoC and VoE; omnichannel feedback engagement capabilities; customer journey insights and real-time alerts; industry breadth and benchmarking; and extensive use of AI and automation to drive remedial action.
Verint Experience Cloud is a comprehensive offering for omnichannel experience management providing a complete view of direct, indirect and inferred VoC feedback from across key customer engagement channels with a powerful, automated analytics engine to deliver actionable insights. The fully-connected platform enables organisations to listen, analyze, and act holistically across channels.
“It’s rewarding to see Verint Experience Cloud receive top scores for AI and automation, as well as industry best practices,” says Verint’s Nancy Treaster, SVP and general manager of strategic operations. “We are helping customers navigate and thrive in the current environment by providing the insights they need to drive actions across the enterprise that lead to improved experiences for their customers and employees.”
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimisation and cyber intelligence. Today, over 10,000 organisations 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.
*Source: Omdia Market Radar: AI-enabled Experience Management Platforms, published August 18, 2020