Successful businesses today are driven by enhanced collaboration capabilities and insights that drive operational improvements. Verint (News - Alert) Systems, a company that calls itself the, "Customer Engagement Company," is focused specifically on delivering Actionable Intelligence solutions that help organizations keep customers happy and their employees working together efficiently. The combination of these capabilities have allowed Verint to become recognized for excellence in the industries it serves. It's most recent accolade is inclusion in the Magic Quadrant for Workforce Engagement Management (WEM) from advisory firm Gartner (News - Alert). Leaders are selected based on the offerings ability to deliver benefits to enterprises of all sizes with global support as well as revenue and references.
Customer service is evolving, with innovation in areas like artificial intelligence, analytics and the Voice of the Customer we are on the precipice of wholesale change. The complex concert that is contact center operations is sounding quite sweet. Per recent reports from Frost & Sullivan (News - Alert) and DMG Consulting LLC, Verint has increased its market leadership in the Asia Pacific region. Echoing these sentiments, Frost & Sullivan named The Customer Engagement Company as the Contact Centre Optimization Solution of the Year. Krishna Baidya, Head – Customer Contact Research at Frost & Sullivan noted, "Verint's (News - Alert) strategy enables organizations to simplify, modernize, and automate their customer engagement operations and gain a sustainable competitive advantage, while balancing customer experience and cost in customer operations. The company has continuously expanded its analytics capabilities, strengthening all aspects of customer contact from agent performance optimization to customer and employee engagement."
Conversations about workforce optimization (WFO) have heated up in the past couple of months. Following several passionate discussions about its future – as the transition to the cloud accelerates – I was inspired to write about the category and its evolution. My first surprise was the broad range of definitions for WFO. I was struck by the number of people equating the three-letter acronym to recording and quality management (QM). Industry analysts concur on a much broader definition including workforce management (WFM), performance management (PM), and more advanced applications like speech, interaction analytics, and gamification.
Verint Systems today introduced "knowledge anywhere" enhancements to the Verint Knowledge Management Professional solution. The enhancements include artificial intelligence and automation designed to provide a seamless, intelligent, and efficient way to connect people to knowledge. "With traditional knowledge management solutions, it's kind of like finding a needle in a haystack," says Kelly Koelliker, Verint's director of content marketing. "They require a lot of tagging and linking to bring everything together." She noted that unlike many other AI solutions that require large data sets and months of machine learning training, the new automated, cloud-based solution from Verint leverages AI to understand industry-specific concepts out of the box.
According to a recent press release, "Verint Systems Inc. today announced that it has acquired all of the outstanding equity interests in Next IT Corporation and its affiliate Next IT Innovation Labs, LLC (collectively, "Next IT"), a developer of conversational artificial intelligence-powered intelligent virtual assistants. The purchase price consisted of close to $30 million of cash paid at closing, plus potential additional future cash payments. 'We continue to execute our innovation strategy, including making acquisitions that expand our self-service portfolio, accelerate Verint's cloud and automation capabilities, and are accretive to earnings. We believe that Verint's ongoing innovation in artificial intelligence technologies--such as machine learning, robotics and natural language processing--positions us for accelerated growth by helping organizations modernize their customer engagement operations with greater automation,' says Dan Bodner, CEO, Verint."