3 minute read
By Jen Snell
Posted in Customer Engagement
In a time when customer self-service is as vital as ever for organizations across industries, intelligent virtual assistants (IVAs) are becoming increasingly sophisticated and effective.
Verint is proud to lead the way in moving these technologies forward and has recently been distinguished as an innovative industry leader. In fact, Verint Intelligent Virtual Assistant was recently recognized by three leading research evaluations as a market leader and a trusted solution for customer satisfaction.
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.
Verint IVA’s capabilities range from hands-on solutions managed by your own teams to the most high-level, expertly managed conversational AI that can be used across even the largest enterprises. Verint IVA is powered by conversational AI that can predict 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.
Verint IVA Delivers Meaningful ROI
Opus Research conducted a comprehensive assessment of enterprise-grade Intelligent Assistant solutions (download the report here) 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 AI Blueprint’s capability for analyzing conversational data to recommend how IVA implementations or enhancements can improve operational efficiency. AI Blueprint, which was also named the Customer Contact Week Solution of the Year in 2020, is a conversation analysis system that offers a roadmap to long-term, scalable self-service based deep analysis of an organization’s customer data and business goals.
Opus Research’s analysts noted Verint’s established track record for innovative self-service solutions, including the proven success of Verint IVA.
“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.
Verint a “Market Leader”
Kisaco Research focused on large enterprises with complex end-user journeys and measured market execution, technical features, and vendor revenue. The annual report (which you can download here) named Verint a “market leader” and 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.
Kisaco’s report also highlighted how the pandemic has accelerated the adoption of digital transformation and IVA use, while also heralding Verint AI Blueprint for its ability to improve operational efficiency during an organization’s AI deployment process.
Top Customer Satisfaction Scores
DMG Consulting’s report included customer satisfaction scores ranking Verint among the leaders in product satisfaction. In addition, of the report’s featured vendors, Verint achieved top scores in AI, natural language understanding/natural language generation and customer self-service capabilities.
We see the high scores as indicative of Verint IVA’s ability to holistically provide self-service across an enterprise—for employees and customers alike.
“Anything that can be done to help customers can also be applied to assist employees,” adds Donna Fluss, president, DMG Consulting. “IVAs can be used to assist agents in performing their tasks, automating activities that previously required direct input from live agents.”
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