Verint® (NASDAQ: VRNT), The Customer Engagement Company®, was named a Leader in a recently published report, IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment (doc #US49988023, November 2023). This recognition falls on the heels of Verint being named a Leader in the IDC MarketScape: Worldwide Voice of the Customer Applications 2023-2024 Vendor Assessment (doc #US50052123, November 2023).
The IDC MarketScape report provides a thorough and detailed evaluation of 16 vendors specializing in conversational artificial intelligence (AI) software. It includes an examination of each vendor’s strengths and challenges.
“Across use cases from customer support to task automation to knowledge assistance, conversational AI technologies have become even more robust, humanlike, and capable in the past few years,” said Hayley Sutherland, research manager, Conversational AI and Knowledge Discovery at IDC. “Organizations are turning to market leaders such as Verint to quickly develop and deploy conversational AI applications across all facets of their business, generating a significant return on investment.”
Verint was named as a Leader due to its strengths in pretrained models, development expertise and related features. According to the report, “customers praise its conversational analytics and reporting capabilities, including the ability for contact centers to analyze and monitor agent performance.”
The report further states, “Verint’s pretrained models have historically been one of this vendor’s strengths, and this remains true for 2023, particularly as Verint makes use of the latest LLMs within its Da Vinci AI platform. In addition to the pretrained models provided as quick-start options, Verint’s customers appreciated that the vendor is also willing to get into the trenches with them to help further fine-tune conversational AI implementations.”
“We believe this acknowledgement by the IDC MarketScape affirms our strategy and approach to making conversational AI both accessible and scalable,” says 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.”
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