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IDC MarketScape Crowns Future of CX Expo Speaker Verint as Leader in 2 Reports

By Greg Tavarez February 07, 2024

Verint has remained a powerhouse in customer engagement for more than 25 years by helping businesses connect with their clients across digital and physical divides. Its AI-powered tools bridge the gap between online and in-store experiences; they also automate tasks with chatbots and surveys, as well as unifying data and customer journeys alike.

They go beyond just customer service, too. Verint optimizes workforce engagement with solutions for planning, scheduling and quality assurance. By gathering and analyzing customer feedback, Verint helps businesses better understand their clients and continuously improve their offerings. From processing nearly 10 billion interactions annually to boasting Google as a customer, Verint's impact is undeniable.

So if you're looking for a comprehensive solution to optimize your customer engagement strategy, look no further than Verint. Also, there is an opportunity to hear from John Chmaj, Senior Practice Director, Chief KM Strategist, Verint, as well as Jason Valdina, Senior Director, Go-to-Market Strategy, Verint, during their sessions at Future of CX Expo and Future of Work Expo, both part of the #TECHSUPERSHOW, taking place February 13-15 in Fort Lauderdale, Florida.

Because of its AI-powered bots, Verint was recently named a Leader in a recently published report, IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment.

Verint was recognized based on its strengths in pretrained models, development expertise and related features. Customers particularly praised Verint's conversational analytics and reporting capabilities, citing their ability to analyze and monitor contact center agent performance.

The report highlights Verint's pretrained models, a strength that continues to shine with the integration of latest LLMs into its Da Vinci AI platform. Customers appreciate the availability of pre-trained models for quick starts, but also value Verint's willingness to collaborate on further fine-tuning conversational AI implementations for specific needs.

"We believe this acknowledgement by the IDC MarketScape affirms our strategy and approach to making conversational AI both accessible and scalable,” said Verint's Heather Richards, Vice President, Go-to-Market. “Recognition like this underscores our dedication to delivering rapid and tangible ROI while creating more meaningful customer engagements through Verint’s open platform and AI-powered specialized bots.”

This recognition follows Verint also being named a Leader in the IDC MarketScape: Worldwide Voice of the Customer Applications 2023-2024 Vendor Assessment.

That report cited Verint's scalability and open platform ecosystem as key strengths. The company has leveraged its expertise to evolve into a comprehensive VoC and customer experience platform, prioritizing complete openness. This allows customers to select and upgrade various components, including AI engines, speech and text analytics, and GenAI solutions, ensuring future-proofed investments.

IDC MarketScape further highlighted Verint's suitability for enterprise clients with demanding VoC programs. Whether an organization manages a few reporting groups or seeks in-depth data analysis, Verint's solution offers the flexibility and scalability required to effectively handle VoC data across all touchpoints, adapt to evolving needs and support business growth.

"We believe being recognized as a Leader by IDC MarketScape validates our innovative open platform approach to unifying, analyzing and acting on all direct, indirect and inferred customer feedback including unique, behavioral data,” said Daniel Ziv, Verint’s Vice President, Go-to-Market. “Verint’s open platform drives customer experience automation, by leveraging AI and GenAI to analyze customer data at scale across channels and automating actions in real time that improve CX while reducing operational costs."

To hear more from Chmaj and Valdina, join them for their sessions at Future of Work Expo 2024 and Future of CX Expo 2024. They will discuss how to improve agent experience and finding balance with AI for better employee engagement. Future of Work Expo and Future of CX Expo take place February 13-15 in Ft. Lauderdale, Florida, alongside several other business technology events that are part of #TECHSUPERSHOW.

Edited by Alex Passett
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CustomerZone360 Editor

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