Succeeding with your Conversational AI/ Chatbot Implementation – Part 1

Conversational AI/ Chatbots/ Intelligent Virtual Assistants, no matter what you call them, have become common occurrences these days. It’s hard to come across a famous brand that doesn’t have one. Still, the number of chatbots that are failing to achieve business outcomes are on the rise. In an APAC study, Coleman Parkes found that almost 50% of the respondents were frustrated with chatbots and live chats. The failed implementations give the overall technology a … Read More

Verint Named a Market Leader in Opus Research Conversational Intelligence Intelliview Report

Verint Earns Top Marks for Broadest Solution Set, Status as Most Used Conversational
Platform and Open Flexible Platform Supporting Digital and Cloud Transformation

Verint announced that Opus Research has named Verint’s artificial intelligence (AI) and analytics solutions the overall market leader in Conversational Intelligence out of a field of 11 vendors evaluated in its new Opus Research Conversational Intelligence Intelliview Report. Opus also named Verint a leader for top Features and Technology, and Integration … Read More

Verint Community 12: The New Version of Verint’s Market-leading Online Community Has Arrived

Online communities have never been more necessary than they are right now. Customers are buying online more than ever and are looking for a place to communicate about a company’s products and services—as well as a place to self-serve during and after their purchase. And that same company’s own employees are looking for a platform to discuss projects, publish articles, and find important information about their organisation’s operations.

This is why Verint recently released Verint … Read More

Verint is Expanding its Cloud Platform Capabilities to Help Brands Accelerate Digital-First Customer Engagement

Conversocial Acquisition Will Enhance Verint Customer Engagement Platform with Additional Social and Messaging Channels and Further Expand its Conversational AI Capabilities

Verint announced the expansion of the digital-first capabilities of its cloud platform through the acquisition of Conversocial. With this expansion, Verint’s market-leading conversational AI provides brands the ability to orchestrate customer journeys with a connected experience across their channels of choice.

The acquisition will expand Verint’s robust support for digital customer engagement with connections … Read More

Engage21 On-Demand: Explore Self Service for 2021 and Beyond

Self-service is a hot topic in 2021! From chatbots to AI, machine learning, knowledge management and more, self-service is influencing the way customers interact with businesses. Through multiple communication channels such as virtual assistants, chat, and surveys, you can understand customer and employee questions—and respond quickly and effectively with self-service. And if you don’t know by now, self-service solutions are essential to elevating the customer experience and improving operational efficiency.  

We recently highlighted some … Read More

Why enterprises need to operationalise Conversational AI across their entire business

For years, we saw conversational artificial intelligence discussed as a novelty. It was a nascent, untested technology that, at best, could be used for narrow use cases—and only in certain industries.

As we all know, that’s changed.

Conversational AI is hardly a luxury these days, nor does it only power simple, limited chatbot solutions. It’s no longer a technology meant for limited aspects of their organisation.

Rather, they’ve discovered the importance of operationalising AI across … Read More

In Conversation with Tanushree Dabral

In Conversation With . . . Tanushree Dabral

In this first of a two part special, returning guest presenter Ian Harrison, Verints’ own Director of Customer Experience chats with Tanushree Dabral, CEO of PX Partners and an accomplished governance, risk, and compliance practitioner. during this episode Ian and Tanushree discuss what compliance means in the current climate, why its needed and the impact it has on customer engagement and the wider CX Landscape

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Did You Hear? For the Fourth Consecutive Year, Verint Wins AI Breakthrough Award for Excellence and Innovation

Verint recently announced it won an AI Breakthrough Award for excellence and innovation in artificial intelligence (AI). Verint Intelligent Virtual Assistant Professional (IVA Pro) PackageTM—Verint’s low-code conversational AI offering—is the winner of the “Best Virtual Agent Solution” award.

Earning its fourth consecutive AI Breakthrough Award, the company previously won “Best AI-based Solution for Customer Service” in 2020, “Best Chatbot Solution” in 2019, and “Best Overall AI Solution” in 2018. The mission of the … Read More

The IVA Imperative

By Paul Stockford, Chief Analyst, Saddletree Research

I’ve been covering the contact centre industry since my career as an analyst began at Dataquest back in the dark ages—1989. After 30 years I thought I’d seen pretty much everything from an industry perspective. That was until 2020 came along.

I won’t spend a lot of time reliving 2020 and reviewing what we all already know, but from an analyst perspective it was a year of unexpected … Read More

Did You Hear? Verint Workforce Engagement Solutions Recognized for Market Share Leadership Across Multiple Categories

Verint recently announced that it has been recognised as a market leader in DMG Consulting’s latest Contact Centre Workforce Optimisation Market Share Report.* 

According to the report, Verint’s five-year compounded annual growth rate (CAGR) between 2016 and 2020 for sales of contact centre WFO solutions is strong, particularly given the amount of revenue Verint earned in this sector.

Verint moved into first place in several categories in fiscal year 2020 including: contact centre WFO revenue, … Read More