Sydney, NSW Australia, September 19, 2019 – Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, today announced that it has achieved a perfect 5.0 customer satisfaction score in each of 23 categories regarding vendor, product and product effectiveness satisfaction. The company also was recognized for the most interaction (speech and text) analytics clients and achieved the highest Year-over-Year customer growth according to DMG Consulting LLC’s new 2019-2020 Contact Center Analytics Product and Market Report *.
DMG’s report focuses on contact center and enterprise applications of interaction analytics (IA) and customer journey analytics (CJA) and provides in-depth insights into how AI-enabled technologies are making significant contributions and improvements to interaction analytics, as well as other workforce optimization (WFO) solutions.
“When data from speech and text analytics is combined, enterprises can evaluate a substantial portion of the customer journey. Interaction analytics, as an input into CJA solutions, enables companies to listen to their customers and take a data-driven approach to identifying the appropriate course of action,” notes Donna Fluss, president, DMG Consulting.
“The DMG research provides valuable insight into this rapidly growing and evolving market,” says Verint’s Nancy Treaster, SVP and general manager of strategic operations. “Organizations that most effectively listen to the voice of their customers across all engagement channels, holistically analyze what customers are saying and quickly prioritize actions will win in today’s competitive marketplace.”
To learn more about Verint’s Speech and Text Analytics and Unified VoC offerings, click here.
* Source: DMG Consulting, LLC, 2019/2020 Contact Center Analytics Product and Market Report, published Q3 2019