Workforce Management Featured Article
DMG Delivers Verint Top Marks
Talk about riding the wave. Verint (News - Alert) is in the midst of a bit of a hot streak, recently receiving kudos from Forrester and Gartner for its robust VoC and AI solutions. While Verint solutions certainly are ‘magical,’ innovation is leading the way for this contact center solution provider.
A new report from DMG consulting – 2019/2020 Intelligent Virtual Agent Product and Market Report – put Verint front and center. The VoC solution provider earned the highest score in overall vendor satisfaction as well as customer self-service, automation and AI.
“Companies cannot afford to grow service organizations like they have for the past 20 years,” notes Donna Fluss, president, DMG Consulting. “Cutting budgets and employees may help in the short term, but lasting actions must be taken, including breaking down walls between departments and improving self-service solutions. The great news is the growing presence of intelligent virtual agents, which use artificial intelligence, machine learning, and natural language understanding and processing to help companies cut costs, make it easier for customers to conduct business, and improve the experience for everyone involved.”
Getting into the nitty gritty, Verint garnered top marks in five of the report’s 10 categories, touting a perfect score in automation and lead the pack in reporting/dashboards, customer self-service, natural language understanding (NLU), content management tools and design. This year’s report reflects much of the same from last year’s, where Verint also earned the highest marks in six of the report’s 10 categories.
“The DMG research provides valuable insight into this growing market,” says Verint’s Nancy Treaster, SVP and general manager of strategic operations. “It also provides strong affirmation for our own IVA growth strategy at Verint. Seeing the evidence of how AI-based systems improve quality, productivity and the overall customer journey, the report concludes ‘it’s time’ for most organizations to start adopting the systems. As our own customer satisfaction results indicate, we are well-positioned to help newcomers make the leap.”
Edited by Maurice Nagle