Security and Fraud Protection Top List of Priorities for Banking Consumers in 2022

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Bolstering Branch Support and New Financial Wellness Tools for Younger Consumers Also Cited as “Must Haves,” According to New Research from Verint

MELVILLE, N.Y., August 17, 2022 — Concerns about the security of their funds and protection against identity fraud are replacing “low or no fees” as key factors when choosing a new bank, with “security of personal information,” “fraud protection,” and “fraud alerts” among the top factors consumers consider, according to new research issued … Read More

Verint Intelligent Virtual Assistant Named a Leader in Opus Research Report

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MELVILLE, N.Y., August 11, 2022 — Verint (NASDAQ: VRNT), The Customer Engagement Company, today announced that the Verint Intelligent Virtual Assist (IVA)™ solution has received top scores and is a leader in the 2022 Decision Makers’ Guide to Enterprise Intelligent Assistants by Opus Research.*

In this report, Opus Research presents a comprehensive assessment of enterprise-grade Intelligent Assistant solution providers bringing natural language processing, machine learning, artificial intelligence (AI) and analytics to support customer … Read More

Verint Cloud Platform Powers Compliance Recording and Engagement Data Analysis for Zoom Users

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Integration Supports Gathering Strategic Insights for All Engagement Channels and Achieving Total Quality and Compliance Across Interactions

MELVILLE, N.Y., DATE, 2022 —  Verint (Nasdaq: VRNT), The Customer Engagement Company, launched a new native integration as part of the Verint Cloud Platform for Zoom Meetings and Zoom Phone interactions with Verint Engagement Data Management (EDM) ‒ a unique, open solution to help build a multi-source data hub for customer interaction and experience data that is recorded … Read More

A Maturity Path to Extend WFM into the Back Office

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My last blog post, Extending WFM into the Back Office Is Easier with a WFM Center of Excellence (CoE), focused on how to evolve your back office to adopt a new, consistent way of working with workforce management (WFM), including processes, practices and technology. In this blog, I focus on maximizing the value of WFM by changing the way you work in a prescriptive manner.

So where do you start with WFM in the back … Read More

Do You Really Know Your Customers?

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In our recent Verint Webinar featuring Forrester’s Brendan Witcher and Sur La Table’s Rachel Frederick, we heard a riveting exploration of why less than 1% of customers say they’re having excellent experiences.

Meanwhile, senior leadership seems to consistently say that they are delighting customers. Why is there a disconnect? Brendan thinks to answer this question, we need to ask another one: “Do we really understand our customers?”

While we will share some insight below on … Read More

Verint Intelligent Virtual Assistant Wins Artificial Intelligence Breakthrough Award for “Best Chatbot Solution”

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Prestigious International Awards Program Honors Standout AI and Machine Learning Solutions

MELVILLE, N.Y., July 20, 2022 — Verint® , The Customer Engagement Company, today announced that its Intelligent Virtual Assistant (IVA) was selected as “Best Chatbot Solution” in the fifth annual AI Breakthrough Awards program conducted by AI Breakthrough, a leading market intelligence organization that recognizes the top companies, technologies and products in the global Artificial Intelligence (AI) market.

Earning its fifth consecutive … Read More

The days of everyone going to an actual store to do their shopping are behind us.

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Naturally, many people still shop in stores—however, recent Verint research shows Gen Z’s growing preference for digital-first shopping and the vital importance of digital experience. Even so, a Gen Z shopper may visit the store as part of their “click and collect” retail journey.

The store is here to stay, but its role has changed.

Today’s purchase journeys are complex and vary widely by generation. Second only to price, the digital experience is the biggest … Read More

Verint Survey Shows Gen Z’s Growing Preference for Digital-First Shopping and the Vital Importance of Digital Experience

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The retail store is losing its luster for Generation Z (Gen Z) consumers. Fewer than 36 percent of consumers under 40 prefer to visit stores when interacting with retailers, compared to more than two-thirds of shoppers 57 and older, according to new research issued today by Verint , The Customer Engagement Company.

The report is based on the Verint Experience Index benchmark survey of consumer satisfaction with leading retailers. Understanding the shifting shopping habits of … Read More

Verint Launches Innovative Next-Generation Partner Program

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Newly Designed Program Makes It Easier for Partners to Accelerate Growth and Differentiate in the Market

MELVILLE, N.Y., July 12, 2022 — Verint, The Customer Engagement Company, today announced its newly designed partner program. The innovative program provides new collaborative tools and program elements to make it easier and faster for partners to accelerate growth, expand portfolios and differentiate in the market

New Program Enhancements

  • New, personalized workshops ensure partners have everything needed to
… Read More

Ventana Research Names Verint Workforce Engagement a Leader in Agent Management Report

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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 … Read More