Predictive Guidance Draws on the Power of Analytics and Knowledge to
Simplify, Modernize and Automate Engagement
DALLAS & MELVILLE, N.Y.–(BUSINESS WIRE)–This week from its Engage™
Global Customer Conference, Verint®
Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™,
is announcing and demonstrating exclusive workforce engagement
technology advancements powered by automation, predictive analytics,
knowledge and next-best action guidance to foster greater speed, ease
and accuracy in how employees perform their jobs. The result is smarter,
seamless service delivery in an era of increasingly complex interactions.
In its report “2018 Customer Service Trends: How Operations Become
Faster, Cheaper—and Yet, More Human,” Forrester states that the market
is at a tipping point. “Customers contact enterprises at a greater rate
over a greater number of channels… Enterprises react by adding
headcount—an unsustainable strategy. You must transform operations by
developing strength in automation, AI [Artificial Intelligence] and
Gartner notes in its “Magic Quadrant for Workforce Engagement
Management” research—in which Verint is named a Leader—that “Key
market and societal shifts require a repositioning of how organizations
manage employee engagement within their contact centers.”2 It
goes on to state, “The impact a motivated and engaged employee can
have—not just on operational performance but also on the customer
experience—should not be underestimated and should help justify future
New Capabilities Present the Right Information at the Right Time
Through Real-Time Analytics
New automation capabilities from Verint draw on the power of real-time
speech analytics to sift through millions of pieces of information and
dynamically present the right knowledge to the agent based on speech
patterns, all at the right time to resolve complex customer inquiries.
This technology represents a significant step forward in simplifying
customer engagement. Interactions are analyzed as they unfold, and
agents are automatically notified when they should use a relevant
knowledge article or process—making even the most complex interactions
more efficient to handle.
When interacting with customers, agents are presented with the right
information to provide, or the right process to execute, without needing
to run searches. Based on real-time conversations, agents can leverage
the software to deliver answers more efficiently and accurately with
less training. These in-the-moment capabilities simplify interactions,
and improve customer engagement and loyalty.
The solution also addresses demand for modern technology by today’s
contact center agents, who are less willing to stay in a work
environment void of tools that assist them in performing their jobs
well. With this Verint technology, agents are empowered through the use
of automation that assists with the more tedious aspects of their jobs.
Rather than spending frustrating minutes searching through countless
files, agents now can focus on engaging with the customer.
The company provides similar capabilities across all non-voice contact
center interactions as well. If a customer types a chat, SMS, Facebook
message or other text-based inquiry, the agent automatically receives
suggestions of what knowledge article to use or what next-best action to
here to learn more about Verint Workforce Engagement™
offerings for the contact center, back office and branch—along with the
broader Verint Customer Engagement™ portfolio, including
offerings for self-service, voice of the customer, compliance and fraud
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable
Intelligence® solutions with a focus on customer engagement
optimization, security intelligence, and fraud, risk and compliance.
Today, over 10,000 organizations in more than 180 countries—including
over 85 percent of the Fortune 100—count on intelligence from Verint
solutions to make more informed, effective and timely decisions. Learn
more about how we’re creating A Smarter World with Actionable
Intelligence® at www.verint.com.
Sources: 1: Forrester, “2018 Customer Service Trends: How
Operations Become Faster, Cheaper—and Yet, More Human,” January 24,
2018. 2-3: Gartner, Inc. “Magic Quadrant for Workforce
Engagement Management,” February, 6, 2018.
Gartner Disclaimer: Gartner does not endorse any vendor, product or
service depicted in its research publications, and does not advise
technology users to select only those vendors with the highest ratings
or other designation. Gartner research publications consist of the
opinions of Gartner’s research organization and should not be construed
as statements of fact. Gartner disclaims all warranties, expressed or
implied, with respect to this research, including any warranties of
merchantability or fitness for a particular purpose.
This press release contains “forward-looking statements,” including
statements regarding expectations, predictions, views, opportunities,
plans, strategies, beliefs, and statements of similar effect relating to
Verint Systems Inc. These forward-looking statements are not guarantees
of future performance and they are based on management’s expectations
that involve a number of risks, uncertainties and assumptions, any of
which could cause actual results to differ materially from those
expressed in or implied by the forward-looking statements. For a
detailed discussion of these risk factors, see our Annual Report on Form
10-K for the fiscal year ended January 31, 2018 and other filings we
make with the SEC. The forward-looking statements contained in this
press release are made as of the date of this press release and, except
as required by law, Verint assumes no obligation to update or revise
them or to provide reasons why actual results may differ.
VERINT, ACTIONABLE INTELLIGENCE, MAKE BIG DATA ACTIONABLE,
CUSTOMER-INSPIRED EXCELLENCE, INTELLIGENCE IN ACTION, IMPACT 360,
WITNESS, VERINT VERIFIED, KANA, LAGAN, VOVICI, GMT, VICTRIO, AUDIOLOG,
CONTACT SOLUTIONS, NEXT IT, OPINIONLAB, ADTECH, TERROGENCE, SENSECY,
VERBA, EG SOLUTIONS, NXTERA, CUSTOMER ENGAGEMENT SOLUTIONS, CYBER
INTELLIGENCE SOLUTIONS, VOICE OF THE CUSTOMER ANALYTICS, NEXTIVA,
EDGEVR, RELIANT, VANTAGE, STAR-GATE, ENGAGE, CYBERVISION, FOCALINFO,
SUNTECH, and VIGIA are trademarks or registered trademarks of Verint
Systems Inc. or its subsidiaries. Other trademarks mentioned are the
property of their respective owners.