#contactcenterworld, @Verint, @DMGConsultLLC
Melville, NY, USA, Oct, 2022 -- Verint(R) (Nasdaq: VRNT), The Customer Engagement Company™, 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.
"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."
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: Tuesday, October 18, 2022
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