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News : Ventana Research Names Verint Workforce Engagement a Leader in Agent Management Report

#contactcenterworld, @Verint, @theventanagroup

Melville, NY, USA, July 7, 2022 -- Verint (NASDAQ: VRNT), a Customer Engagement Company™, announced it has received top scores and is a leader in the Ventana Research Agent Management Value Index 2022 report.

In this Value Index, Ventana Research evaluates the software in seven key categories that are weighted to reflect buyers’ needs based on the firm’s expertise and research. Five categories are product-experience related: Usability, Manageability, Reliability, Capability and Adaptability. In addition, Ventana Research considered two customer experience categories: Vendor Validation, and Total Cost of Ownership (TCO) and Return on Investment (ROI).

The research examines how agent management tools have changed and it assesses the vendors’ ability and willingness to expand the functionality. The firm considered how vendors are integrating agent tools with a broader group of applications across the enterprise and examined the ways they develop agent user experiences and how employees engage while they work. The research also noted the clarity of the vendor’s roadmap and technology strategy – answering questions such as where does Artificial Intelligence (AI) fit; what is the investment in agent tools; and what role do analytics and data play in evaluating agent and contact center performance.

Verint was cited as a Leader for Overall Performance and Product Experience and within "product experience categories," a Leader for Adaptability, Capability, Reliability, and Usability. As a result, Verint was classified as an Exemplary Vendor – performing the best in meeting the overall product and customer experience requirements.

According to Keith Dawson, vice president and research director, Ventana Research, "There is a shift underway from traditional agent management tools towards a more modern package that adds functionality to that original toolkit: intelligent virtual assistants (IVAs), agent-assistance or guidance driven by AI, and automation via workflows that streamlines processes and provides connections to back-office functions. Then, there are applications that are further outside the standard definition but that affect agents and supervisors just the same: knowledge management, desktop integrations, gamification, and customer collaboration tools like co-browsing and bot-assisted chat."

"Verint is proud to be among the top scoring companies in this Ventana Research Value Index report which reflects the work we’ve been doing to improve our AI and machine learning capabilities," says Verint’s Celia Fleischaker, chief marketing officer. "Over the past year, we launched Verint Da Vinci which activates insights and automates experiences across the enterprise. Built on market-leading customer engagement data from billions of real-world interactions every year and combined with expertise from Verint AI Labs, Verint Da Vinci drives a broad range of solutions within the Verint Cloud Platform."

#contactcenterworld, @Verint, @theventanagroup

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Verint:
Company LogoVerint 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.
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About The Ventana Group:
Company LogoVentana Group is a communications firm specializing in integrated public relations, content marketing and social media.
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Today's Tip of the Day - Choosing a Vendor

Read today's tip or listen to it on podcast.

Published: Friday, July 8, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Recording

 
1.) 
Premium Listing
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.


2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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