In this Value Index, Ventana Research evaluates the software in seven key categories that are weighted to reflect buyers’ needs based on the firm’s expertise and research. Five categories are product-experience related: Usability, Manageability, Reliability, Capability and Adaptability. In addition, Ventana Research considered two customer experience categories: Vendor Validation, and Total Cost of Ownership (TCO) and Return on Investment (ROI).
The research examines how agent management tools have changed and it assesses the vendors’ ability and willingness to expand the functionality. The firm considered how vendors are integrating agent tools with a broader group of applications across the enterprise and examined the ways they develop agent user experiences and how employees engage while they work. The research also noted the clarity of the vendor’s roadmap and technology strategy – answering questions such as where Artificial Intelligence (AI) fits; what is the investment in agent tools; and what role do analytics and data play in evaluating agent and contact center performance.
Verint was cited as a Leader for Overall Performance and Product Experience and within “product experience categories,” a Leader for Adaptability, Capability, Reliability, and Usability. As a result, Verint was classified as an Exemplary Vendor – performing the best in meeting the overall product and customer experience requirements.
According to Keith Dawson, vice president and research director, Ventana Research, “There is a shift underway from traditional agent management tools towards a more modern package that adds functionality to that original toolkit: intelligent virtual assistants (IVAs), agent-assistance or guidance driven by AI, and automation via workflows that streamlines processes and provides connections to back-office functions. Then, there are applications that are further outside the standard definition but that affect agents and supervisors just the same: knowledge management, desktop integrations, gamification, and customer collaboration tools like co-browsing and bot-assisted chat.”
“Verint is proud to be among the top scoring companies in this Ventana Research Value Index report which reflects the work we’ve been doing to improve our AI and machine learning capabilities,” says Verint’s Celia Fleischaker, chief marketing officer. “Over the past year, we launched Verint Da Vinci which activates insights and automates experiences across the enterprise. Built on market-leading customer engagement data from billions of real-world interactions every year and combined with expertise from Verint AI Labs, Verint Da Vinci drives a broad range of solutions within the Verint Cloud Platform.”