Verint has been named a leader in the IDC MarketScape: Worldwide General Purpose Conversational AI Platforms 2021 Vendor Assessment Report.^* After a thorough evaluation of vendor strategies and capabilities, IDC positioned Verint in the Leaders category for delivering robust conversational artificial intelligence (AI) solutions.

The IDC MarketScape assesses the products, services, and competitive fitness of 15 vendors helping organisations leverage conversational AI capabilities to create automated solutions that excel in speech, text, intent, and language recognition, and respond in a way that mimics human conversation. Verint Conversational AI, part of the Verint Customer Engagement Cloud Platform, includes the Verint Intelligent Virtual Assistant (IVA) and was cited by IDC for strengths including pretrained models, analytics, advanced reporting, and customisation capabilities.

The IDC MarketScape recognises Verint for deployment choice either in the cloud or on premises, and out-of-the-box support for more than 40 languages and dialects. IDC analysts also highlight Verint’s flexibility in building, deploying, and managing conversational AI solutions at both the departmental and enterprise-wide levels, and/or as a point solution. As well, the IDC MarketScape notes Verint’s extended focus beyond the customer engagement space to support patient care, employee knowledge self-service, automated human resources, IT helpdesk, and ticketing.

“After a thorough examination of capabilities, we positioned Verint as a leader in our IDC MarketScape evaluation,” said Dave Schubmehl, Research Vice President with IDC. “Organisations seeking strong analytics, reporting, and a close implementation partner should consider Verint for Conversational AI use cases.”

The IDC MarketScape report states, “Verint’s customers praised the strength of its pretrained models, both in terms of overall accuracy as well as accuracy in domain-specific use cases.” Customers are pleased to be able to work closely with Verint Conversational AI experts and customise as needed. The IDC MarketScape also noted that the conversation analytics and reporting capabilities, including the ability for contact centres to analyse and monitor agent performance, are well suited for large enterprises.

“Through our work with many of the world’s most respected and trusted brands, we’ve been able to develop conversational AI that fits the rigors and requirements of leading brands to deliver and grow exceptional customer experiences,” says Verint’s Jen Snell, vice president, GTM Strategy, Conversational AI. “This IDC MarketScape evaluation demonstrates Verint is a leader within the Conversational AI space, and validates our belief that brands have an imperative to deliver exceptional conversational experiences as part of their digital transformation strategies for both customers and the workforce.”

Verint Conversational AI works with an enterprise’s existing ecosystem, as well as other Verint Cloud Platform applications including Social and Private Messaging, Engagement Orchestration, Knowledge Management, Community, Workforce Engagement and Experience Management.

*Source: IDC MarketScape, Worldwide General Purpose Conversational AI Platforms 2021 Vendor Assessment Report (Doc #US47354421), October 2021