Posts

Differentiation between Edge and Cloud-Based Analytics

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Big data analytics continues to be a key factor advancing innovations within security and surveillance platforms for financial institutions. A prominent discussion in the market today centres on video analytics and implementations for the “edge” or the “cloud.”

Cloud-based analytics is the use of remote public or private computing resources (aka the “cloud”) to analyse data on demand, and edge-based analytics is the application of video data analytics that is processed within a camera (IoT … Read More

Verint Named a Market Leader in Opus Research Conversational Intelligence Intelliview Report

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Verint Earns Top Marks for Broadest Solution Set, Status as Most Used Conversational
Platform and Open Flexible Platform Supporting Digital and Cloud Transformation

Verint announced that Opus Research has named Verint’s artificial intelligence (AI) and analytics solutions the overall market leader in Conversational Intelligence out of a field of 11 vendors evaluated in its new Opus Research Conversational Intelligence Intelliview Report. Opus also named Verint a leader for top Features and Technology, and Integration … Read More

Why enterprises need to operationalise Conversational AI across their entire business

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For years, we saw conversational artificial intelligence discussed as a novelty. It was a nascent, untested technology that, at best, could be used for narrow use cases—and only in certain industries.

As we all know, that’s changed.

Conversational AI is hardly a luxury these days, nor does it only power simple, limited chatbot solutions. It’s no longer a technology meant for limited aspects of their organisation.

Rather, they’ve discovered the importance of operationalising AI across … Read More

Shoe Carnival: A 90 Day Transformation

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At Shoe Carnival, unacceptable wait times and frustrated customers during the beginning of the pandemic illuminated the need to make an immediate change in the company’s customer service partner.

David Hudspeth, Customer Service Manager at Shoe Carnival, joined us at Engage21 to share how he:

  • Shaped an entirely new program
  • Stood up a new customer service partner
  • Created a customer service program and standard operating procedure based on customer feedback.

If you couldn’t make … Read More

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In Conversation With . . . Lindsay Carapella

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For the second time in 2021, Martyn again hands over the baton. This time our guest host is Kate Zawerucha, Verint’s own Customer Analytics Engagement Manager for APAC. In this episode Kate speaks to Lindsay Carapella a CX expert with more than 12 years experience in the industry. Kate and Lindsay discuss the changing mindset in customer analytics over the last few years and the rising visibility of analytics teams as strategic advisory units. Lindsay … Read More

Verint Expands APAC Customer Engagement Market Leadership

Did You Hear? Verint Expands Customer Engagement Market Leadership in Asia Pacific

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Good news!

Frost & Sullivan has ranked Verint first in Asia Pacific market share for cloud and on-premises workforce management, quality monitoring, and analytics. The firm also named Verint Contact Centre Optimization Solution of the Year.

The report credited Verint with a market share that is significantly higher than the number two competitor, across the three combined contact centre technologies. Verint was recognised as leading the Workforce Management (WFM), Quality Monitoring (QM) and Analytics segments … Read More

Did You Hear? Verint AI and Analytics Solutions Receive Highest Customer Satisfaction Scores in New Report

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Good news!

Last week Verint announced its AI and analytics solutions achieved the highest customer rating for overall vendor satisfaction and top customer satisfaction scores on 25 vendor, product capability and product effectiveness criteria—surveyed in DMG Consulting LLC’s new 2020 Interaction Analytics Product and Market Report*.

In addition, Verint represents the largest market share by number of customers and achieved the greatest increase in number of customers among vendors named in the report’s market activity … Read More

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How to Tell the Technicolored Story of Your Speech Data

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Transformco is a leading integrated retailer focused on seamlessly connecting the digital and physical shopping experiences to serve its members. Speech analytics is a key part of Transformco’s strategy.

The company launched Verint in 2016 with 150 speech categories in their library to enable nationwide sales operations. Kendra King, Director of Quality and Performance Management for Transformco, hosted a session at Verint Virtual to share tips on effective ways to display speech data. Click here … Read More

Self-Serve, Simplify or Sell: Optimising in Times of Uncertainty

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A Verint Virtual On-Demand Session

Manulife is a financial institution who provides financial advice, insurance and investment solutions for individuals, groups and institutions. At Verint Virtual, Lisa Buck, Speech Analytics Analyst, CX Insights, Strategy & Design, hosted a session called “Self-Serve,
Simplify or Sell: Optimising in Times of Uncertainty.”

She covered how speech analytics and self-service tools helped Manulife identify drivers of demand and become a digital leader. In this blog, we will … Read More

451 Research Calls Verint a “Major Force in Pushing the Boundaries of VoC

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It’s safe to say that the pandemic—with its global reach and vast impact on every industry imaginable—has once again reaffirmed the critical importance of customer experience.


In uncertain times such as these, offering a consistent, high-quality, efficient experience to your customers may well be remembered well into the future.

Independent technology research group 451 Research recently released a report on Verint’s Experience Cloud suite and stated the following:

“Verint is broadening the scope of its … Read More