Workforce Management Featured Article
Verint Recognized for Customers' Product Experience
Traditional agent management tools are shifting to a more modern package. This new modern package, according to Keith Dawson (News - Alert), vice president and research director of Ventana Research, include intelligent virtual assistants, agent-assistance or guidance driven by AI and automation through workflows that streamline processes and provide connections to back-office functions.
Ultimately, these tools being added to the agent management toolkit are helping with the customer experience and product experience.
Verint, a customer engagement company that helps brands build customer relationships by connecting work, data and experiences, was recognized in Ventana Research’s Agent Management Value Index 2022.
In the Value Index, Verint (News - Alert) was named as a Leader for Overall Performance and Product Experience and a Leader for Adaptability, Capability, Reliability and Usability within product experience categories. Verint was also classified as an Exemplary Vendor, given to companies performing the best in meeting the overall product and customer experience requirements.
“Verint is proud to be among the top scoring companies in this Ventana Research Value Index report which reflects the work we’ve been doing to improve our AI and machine learning capabilities,” said Verint’s Celia Fleischaker, chief marketing officer.
Ventana Research, in its Value Index, assessed vendors’ abilities to expand functionality while examining how management tools have changed. The firm considered how vendors are integrating agent tools with a broader group of applications across the enterprise and examined the ways they develop agent user experiences and how employees engage while they work.
Vendors were evaluated in seven categories that are weighted to reflect buyers’ needs based on the firm’s expertise and research. The research also noted the clarity of the vendor’s roadmap and technology strategy. This includes answering questions such as where does AI fit, what is the investment in agent tools, and what role do analytics and data play in evaluating agent and contact center performance.
Edited by Erik Linask
