Verint’s Intelligent Self-Service Automation Capabilities Take First Place with Two Prestigious Industry Honours
Sydney, Australia, August 21, 2018 — Verint® Systems Inc. The Customer Engagement Company™, recently announced it leadership in customer engagement automation continues with two top industry honours for its Intelligent Self-Service portfolio:
- “Best Overall AI Solution” award from AI Breakthrough, an independent organisation that recognises the top companies, technologies and products in the global artificial intelligence (AI) market today
- “NextGen Innovation of the Year” award from Customer Contact Week (CCW), an organisation that sponsors events for contact centre professionals and annually honours companies that reinvent and automate standard operating procedures in the contact centre
Both awards recognise groundbreaking achievement in AI-driven self-service for the enterprise and contact centre, with automation that drives a world-class customer experience as the final product.*
“The Verint APAC team are thrilled that our Intelligent Self-Service portfolio is being recognised for its industry-leading solutions, especially at a time when organisations are looking for the best ways to deliver customers with automated engagement options; namely efficient and uncomplicated channels of communication.
“As more and more customers look for quick and easy ways to engage with service organisations in the region, these businesses will need to be delivering high-performing intelligent systems that shape dynamic and impressive experiences at all times,” said Verint APAC’s Marketing Director, Martyn Riddle.
AI Breakthrough applauded Verint’s contribution to the customer experience, noting that there were more than 2,500 nominations and fierce competition in all categories.
“We have seen tremendous growth in the area of natural language understanding and chatbot solutions, but Verint’s solutions stand-out from the pack with capabilities for voice self-service, virtual assistant, web self-service and customer communities to provide an outstanding AI and automation-driven customer experience,” said James Johnson, managing director, AI Breakthrough.
“The overall AI solution award is one of our marquee awards in the program, and we are thrilled to recognize Verint as the ‘Best Overall AI Solution’ award winner. Congratulations to the entire Verint team on their well-deserved industry recognition.”
CCW Digital’s managing editor and director voiced similar praise in a recent article about the winners. “Today’s business leaders … recognise the pivotal importance of the customer experience,” wrote Brian Cantor.
“During the annual CCW Excellence Awards, we honour individual and team-wide contributions to training and development, culture, innovation, and overall contact centre strategy, and the ceremony represents those who deliver the world’s best customer experiences through modern, automated technology systems.”
CCW Digital is the global online community and research hub of more than 150,000 customer contact members.
Putting Real-time, Shared Intelligence at the Core of the Contact Centre
Verint’s Conversational AI platform orchestrates self-service through Intelligent Virtual Assistants (IVAs)—exceptionally smart chatbots – that take the customer experience to a new level, capable of extending self-service options across the channels customers prefer.
Delivering efficiencies in automation via digital conversations in such user interfaces as web chat, Facebook Messenger, smartphone apps, SMS, Amazon Alexa and online customer communities, Intelligent Self-Service makes it easy for customers and contact centre employees to get prompt, accurate service, with less effort.
Based on a vision of shared AI-enabled intelligence that orchestrates interactions in voice and digital channels and learns from them, Verint Intelligent Self-Service is powered by Verint’s investments in automation, natural language understanding, and tools that empower enterprises to manage both.
It puts real-time shared intelligence at the core of the enterprise, so whether it’s a self-service customer interaction or an interaction that escalates to a contact centre agent, the intelligence is there to provide insight, anticipate a customer’s next question and deliver a satisfying experience.
“It’s an exciting field to be pioneering,” says Verint’s Nancy Treaster, senior vice president and general manager of strategic operations. “We’re delivering transformative results that go beyond lowering cost per contact and average handle, to also improve revenue and help customers achieve their goals with more automation and less effort. That’s a giant step forward in making the customer experience successful.”
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