#contactcenterworld, @Verint, @DMGConsultLLC
Melville, NY, USA, Mar, 2023 - Verint (NASDAQ: VRNT), The Customer Engagement Company(R), announced its achievement of perfect scores in multiple customer satisfaction categories in DMG Consulting LLC’s 2022-2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market Report.* Verint achieved perfect scores (5.0 out of 5.0) in all 11 vendor satisfaction categories, all 10 WFO/WEM modules satisfaction categories and all seven WFO/WEM product features satisfaction categories.
DMG’s latest report, released in January, features seven leading and contending vendors and presents an in-depth analysis of the contact center workforce optimization/workforce engagement management market, trends, competitive landscape, product suites, technology, and innovation.
"Enterprises are trying to figure out how to deliver a consistently excellent customer experience to establish strong relationships, keep customers engaged, and cultivate long-term brand loyalty. It’s a fundamental issue that few enterprises have found a compelling way to address and is the underlying reason WFO/WEM suites (or platforms) exist," said Donna Fluss, president, DMG Consulting. "A major aspect of the challenge is that the definition or description of an outstanding customer relationship or experience is constantly evolving, making it a moving target. This means that any company that wants to provide an outstanding CX in each and every touch with their customers, prospects, and partners needs a flexible servicing infrastructure that adapts as quickly as their customers."
Verint Workforce Engagement™ achieved top customer satisfaction scores (5.0 out of 5.0) in 11 Vendor Satisfaction categories including: WFO/WEM product suite, implementation, training, professional services, innovation, vendor communication, and overall vendor satisfaction.
Perfect scores (5.0 out of 5.0) were received across the following seven WFO/WEM Product Features categories: supervisor UI/UX, agent UI/UX, regulatory and compliance features, artificial intelligence, ease of integration with third-party applications, business intelligence, analytics, and reporting, and ability to administer the entire suite from a centralized environment.
Another round of perfect scores (5.0 out of 5.0) occurred across the following 10 WFO/WEM Modules categories: omnichannel recording, analytics enabled QM, workforce management, interaction analytics, surveying/VOC, performance management, gamification, knowledge management, robotic process automation, and customer journey analytics.
"The research presented by DMG Consulting reflects the ongoing need for workforce engagement as organizations have to do more with less," says Verint’s David Singer, vice president, go-to-market strategy. "Verint solutions empower the workforce through automation and help our enterprise customers continue to create enduring customer relationships."
#contactcenterworld, @Verint, @DMGConsultLLC
Posted by Veronica Silva Cusi, news correspondent
Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
About DMG Consulting LLC:
DMG Consulting LLC is a strategic advisor to companies large and small. The company mission is to leverage technology, process and people to optimize operational efficiency, sales and profits for its clients. The actionable strategies and tactics effect change in internal process and technology to maximize the return from all customer-facing activities - sales, marketing and customer service. The company methodology includes in-depth analysis of all processes, systems and staff that touch customers.
Published: Friday, March 3, 2023
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
|4.)||Call Tracking Metrics|
Execute automated actions based on words spoken by your customer.
Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.
Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.
Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.
Menus are eliminated altogether and contact centres can use a single inbound telephone number.
SmartSpeech – The Best In Class Speech Analytics Software
An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.
- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.
Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.
- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.
- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.
- Long term recording storage for historical analysis
All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
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