News : Verint Earns Highest Overall Vendor and Product Customer Satisfaction Scores in DMG Consulting Repor
Melville, NY, USA, Nov 5, 2018 -- Verint(R) Systems Inc. (Nasdaq: VRNT), a Customer Engagement Company™, announced that it has received a perfect score in overall vendor satisfaction and the highest score in overall product satisfaction from customers in DMG Consulting LLC’s new 2018/2019 Speech Analytics Product and Market Report.
According to DMG Consulting, the report focuses on contact center uses of speech analytics (SA) and is intended to help contact center, IT and enterprise leaders select the right vendor to meet their organization’s current and future needs. DMG Consulting explains that innovation in the speech analytics market is reinvigorating this highly valuable sector, forecasting that speech analytics will play a major role in understanding customer preferences, anticipating consumers’ behavior, which in combination with predictive analytics and real-time speech analytics, will guide transactions to successful outcomes and personalize the customer journey. The analyst firm also notes that companies who invest in the resources and best practices to build an effective SA program will realize significant benefits.
"The pace of business continues to accelerate, and enterprises are searching for tools to help them understand and meet customer needs more quickly," notes Donna Fluss, president, DMG Consulting. "Speech and text analytics can mine customer interactions from all voice and digital channels, including social media, to capture the voice of the customer (VoC) first-hand. It is a highly effective approach to listen to what customers are saying."
"The DMG study affirms our focus on the value of speech analytics to the contact center and the impact artificial intelligence can have on these solutions, helping them deliver more accurate and granular insights into customer behavior and agent performance than ever before," says Verint’s Nancy Treaster, senior vice president and general manager, strategic operations. "We are delighted by the results of the DMG study, as well as the report’s clear understanding of the role today’s speech analytics solutions can play. By anticipating consumer behavior and personalizing the customer journey, they can deliver substantial benefits to companies that deploy them. Organizations can improve speed to insights and return on investment with solutions designed to proactively address customer demands and elevate the customer experience."
Posted by Veronica Silva Cusi, news correspondent
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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: Wednesday, November 7, 2018
2020 Buyers Guide Speech Technology
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