Verint® (Nasdaq: VRNT), The Customer Engagement Company™, today announced that it leads with the largest increase in interaction analytics customers and seats between March 2021 and May 2022, and received the highest customer ratings in multiple customer satisfaction categories according to DMG Consulting LLC’s 2022/2023 Interaction Analytics (IA) for the Enterprise report*—including a 5.0 out of 5.0 in the Overall Vendor Satisfaction category for the fourth consecutive year.
DMG’s report focuses on contact center and service-related uses of interaction analytics. It also explores the broader application of interaction analytics to a growing number of enterprise-wide activities, increasing its contributions to customers, agents, business units, and the enterprise. The report’s market activity analysis names 19 vendors providing interaction analytics solutions globally. Verint’s artificial intelligence (AI) and interaction analytics continues to lead the market with the largest market share by number of customers.
“A unique and highly beneficial aspect of IA is its ability to address voice and digital channels and put together a comprehensive story of the customer experience,” said Donna Fluss, president, DMG Consulting. “Looking at feedback in each channel has always been important but gaining visibility into what is happening across channels and enterprise business units is essential to understanding the overall customer journey.”
Verint Interaction Analytics™ solutions received the highest customer satisfaction scores of the report’s six featured vendors in all 27 vendor and product ratings categories including:
- Top customer satisfaction scores for product capability criteria including AI and machine learning (ML) capabilities, accuracy and tuning capabilities, real-time capabilities, emotion detection, and sentiment analysis.
- Top customer satisfaction scores for product effectiveness criteria including the ability to deliver real-time context-based agent guidance and real-time next-best action recommendations, support analytics-enabled quality management (AQM) and the ability to actively and passively capture the voice of the customer.
- Top customer satisfaction scores for vendor satisfaction criteria including overall vendor satisfaction, product innovation, implementation, ongoing service and support, and professional services.
“Changing consumer behaviors and increased interactions are driving the need for organizations to achieve a richer understanding of their customer engagement data across all channels,” says Verint’s Daniel Ziv, vice president, speech and text analytics, global product strategy. “We are honored to be recognized by customers as one of the most effective, accurate and complete interaction analytics solutions that provide insights across voice and digital channels, and real-time AI guidance to frontline agents and employees. These capabilities ensure accurate understanding of complex contact center conversations and provide guidance that improve customer experience and interaction outcomes.”
Verint Interaction Analytics is an AI-enabled interaction analytics platform that supports historical analysis of voice and text-based interactions and real-time analysis and guidance for frontline agents and employees. The Verint Interaction Analytics platform is powered by the Verint Da Vinci AI™ Transcription engine and deployed in over 80 languages and dialects.
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