Call Center QA Featured Article
CUSTOMER, DMG, Others Recognize Verint
Verint (News - Alert) Systems Inc. today got top marks in DMG Consulting’s report on intelligent virtual agent solutions. The supplier also recently received a handful of honors from magazines for its Workforce Engagement offering.
DMG Consulting assigned Verint a top score in its report. Verint occupies a top spot in nine of 15 related categories including artificial intelligence, configuration and maintenance, ease of integration with third-party solutions, ease of setup, natural language processing, reporting and dashboards, and system optimization.
As for Verint’s publication accolades, those came from CUSTOMER magazine, Customer Contact Week, and KMWorld.
TMC’s (News - Alert) CUSTOMER magazine recognized the Verint Automated Quality Management solution with the CUSTOMER Workforce Optimization Innovation Award. This award goes to products that enable users to meet or exceed their customers’ expectations.
Verint AQM automates such contact center processes as coaching assignments, scoring evaluations, and more. “Using the solution, organizations can transform traditional quality processes by understanding agent performance and quality across all calls and make more informed decisions that drive business improvements, such as cost effectiveness, risk reduction, customer satisfaction, and employee satisfaction,” Verint explains.
Customer Contact Week named Verint a finalist in its Workforce Optimization Provider of the Year awards program. Verint Workforce Optimization and Engagement solutions, the company said, give users real-time guidance and visibility that helps them empower workers, enhance customer service processes, and improve productivity.
Meanwhile, Verint Knowledge Management was listed in KMWorld’s 100 Companies That Matter in Knowledge Management. Knowledge management addresses the creation, retrieval, and optimization of knowledge through artificial intelligence, configurable workflow, digital assistants, and more, Verint notes. Verint Knowledge Management allows organizations to create a single repository so customers and employees can easily find the information they’re looking for on the communications channels of their choice.
Verint is a customer engagement and cyber intelligence company. It says actionable intelligence is the driving force behind its vision. Actionable intelligence, it says, “empowers customer engagement and cyber intelligence organizations with crucial insights and enables them to anticipate, respond, and take action.”
Edited by Maurice Nagle
