Verint®, the Customer Engagement Company™ announced that multiple industry research evaluations have named its Intelligent Virtual Assistant (IVA) solution a market leader. Opus Research named Verint a leader for perfect Features and Technology, and Integration and Scalability criteria scores in its 2021 Decision Makers’ Guide to Enterprise Intelligent Assistants report.
Kisaco Research placed Verint at the top of its 2021 Kisaco Leadership Chart on Intelligent Virtual Assistants. Further, in DMG Consulting LLC’s 2020/2021 Intelligent Virtual Agent Product and Market Report, Verint achieved top customer satisfaction scores for AI and customer self-service capabilities.
Intelligent Assistant solutions assessment
Verint’s AI Blueprint capability to recommend how IVA enhancements can improve operational efficiency
Opus Research conducted a comprehensive assessment of enterprise-grade Intelligent Assistant solutions that provide natural language processing, machine learning, AI, and analytics to support customer care, self-service, employee assistance, messaging, and device control. The firm cited Verint’s ability to process billions of customer interactions, noting Verint’s AI Blueprint capability for analyzing conversational data to recommend how IVA implementations or enhancements can improve operational efficiency.
“Verint established a long-standing leadership position by offering a comprehensive set of trusted conversational AI solutions built on open integrations that deliver meaningful ROI and self-service results,” says Dan Miller, Opus Research’s founder, and lead analyst.
Improving IVA performance
Kisaco Research focused on large enterprises with complex end-user journeys and measured market execution, technical features, and vendor revenue. The annual report highlighted Verint’s comprehensive feature set and open integrations, with chief analyst Michael Azoff noting that innovative AI technologies are helping transform the market and improve IVA performance.
“Many businesses have found their need for online presence has increased and IT infrastructure support for home working has too, raising the opportunity for use of IVAs,” Azoff says.
customer satisfaction
Verint achieved top scores in AI, natural language understanding, and customer self-service capabilities
DMG Consulting’s report included customer satisfaction scores ranking Verint among the leaders in product satisfaction. In addition, to the report’s featured vendors, Verint achieved top scores in AI, natural language understanding/natural language generation, and customer self-service capabilities.
“Anything that can be done to help customers can also be applied to assist employees,” adds Donna Fluss, president, of DMG Consulting. “IVAs can be used to assist agents in performing their tasks, automating activities that previously required direct input from live agents.”
AI-based Intelligent Virtual Assistant
Verint Intelligent Virtual Assistant uses AI and machine learning to create a modern engagement experience. Conversational AI predicts what a customer wants, personalizes the interaction, and determines the best next action to deliver a successful outcome, empowering customers and employees to quickly help themselves.
“Every enterprise is developing a unique AI strategy to address business needs and self-service demands. Our IVA offers flexibility, scaling from standalone projects to delivering sophisticated solutions that meet strategic business objectives for our customers and partners,” says Verint’s Tracy Malingo, general manager and global vice president, intelligent self-service. “Assessments by these three highly respected firms further validate Verint’s conversational AI solutions and the success they drive for our customers.”
