MELVILLE, N.Y.--(BUSINESS WIRE)--Verint Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company, today announced it has been named a leader by industry analyst firm Ovum in Intelligent Virtual Assistant (IVA) solutions in a comparison report, Ovum Decision Matrix: Selecting an Intelligent Virtual Assistant Solution, 2020-21*. Reviewing IVAs that leverage artificial intelligence (AI) to provide natural, human-like interactions with consumers, the report concludes the new tools "make a massive difference to customer engagements" compared with legacy, non-intelligent IVAs. Verint Intelligent Virtual AssistantTM--part of Verint Customer Engagement Cloud portfolio--is among the best, according to the report. "The strides that leading vendors have made in IVAs in recent years are impressive," says Ovum Distinguished Analyst, Michael Azoff, author of the report. "In the vendors' customer use cases we studied, for example, it was typical to hear of million-dollar range cost savings by introducing IVAs (calculated as cost per call), bringing ROI within the first year."

MELVILLE, N.Y., November 18, 2019 – Effectively managing today's workforce is crucial for improving customer experience, operational efficiency, and compliance. Yet currently, rising expectations of both customers and employees have made forecasting and scheduling contact center agents and customer engagement resources exponentially more challenging. To give companies a simpler way to manage work across the enterprise, Verint Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company, today announced the newest release of its market-leading Workforce Management (WFM) solution, which leverages artificial intelligence-infused automation and new mobile tools to streamline forecasting and scheduling and improve employee engagement, all easily accessible via the Verint Cloud. "The workforce represents up to 80 percent of overall contact center budgets so accurate and cost-effective scheduling is vital," says Verint's John Goodson, SVP and general manager, Products. "At the same time, today's employees demand easier flex scheduling options, so organizations must balance flexibility and cost to provide superior service. As a pioneer in WFM, we view this new release as one that can invigorate the market to meet the ever-changing demands of today's contact centers and throughout the enterprise."