The Customer Engagement Company Earns Accolades for Innovations in Cloud, AI, and Analytics Critical to Drive Digital-First Customer Experience Excellence Across the Enterprise
CRM’s Annual Industry Leader Awards are given to the top five vendors in 10 categories spanning sales, marketing, and customer service. CRM magazine asked its panel of judges, comprised of industry analysts and consultants, which CRM platforms in a particular category, including customer service, they would recommend and are most trusted in the industry today.
Selected for advances in omnichannel customer experience, predictive analytics and real-time monitoring capabilities, Verint continues to be a leading innovator in speech analytics. Verint recently acquired Conversocial, adding to its capabilities around social media and messaging channels, but CRM magazine notes that Verint has long been a powerhouse in the analytics space: “Its latest efforts have centered on unifying its various contact center, data, analytics, and knowledge products into enterprise-wide interaction hubs, a move that will position it well for years to come. Also of note is the company’s efforts to infuse its Da Vinci AI and Analytics—which includes advanced machine learning models, natural language processing, sentiment, intent models, and analytics engines—into the Verint Customer Engagement Cloud Platform.”
Verint Speech and Text Analytics uses AI and machine learning to surface customer sentiment and powerful insights that help organisations improve customer experience, drive efficiency, and increase sales performance. The solution automatically discovers and analyses words, phrases, categories, themes and emerging trends from 100 percent of customer interactions and reveals areas of opportunity or concern. Verint currently processes more than seven billion calls, seven trillion words per year, transcribing and analysing calls in over 77 languages and variants across its global customer base. Verint speech and text analytics are consistently top-rated by customers and are some of the most widely deployed solutions in the world. The addition of Conversocial will expand its robust support for digital customer engagement, with connections to most of the commonly used messaging channels, including Apple Business Chat, Facebook Messenger, Twitter, and WhatsApp.
Verint’s Workforce Engagement (WFE) solution was named the top vendor in the WFO category, and CRM magazine states, “Verint’s industry leadership can be seen in the number of companies that have partnered with Verint to bring its WFM solutions to their own contact center offerings. These include Fuze and 8×8, both of which inked integration partnerships with Verint in just the past few months.”
Verint’s WFE offering brings together functionality for automated quality monitoring and recording; speech, text, and desktop and process analytics; workforce management; performance management, and more. The solutions help organisations improve performance and profitability by empowering contact center, branch, and back-office operations to deliver exceptional customer experiences while also reducing costs.
“Leveraging analytics to unlock meaning and intent puts organisations at the forefront of exceptional customer engagement,” says Verint’s Celia Fleischaker, chief marketing officer. “Optimising the contact center workforce that supports this mission-critical effort is key. Being named a CRM Industry Leader reflects our commitment to innovations in AI and automation to redefine the customer and employee experience and achieve omnichannel success, including offering new digital touchpoints for customer service through social channels – all with the purpose to help our customers orchestrate a digital-first customer journey and create differentiated experiences at scale.”