2020 CRM Industry Leader Awards Honor Verint

Staying a step ahead of the competition in the contact center solution space is no small feat. Innovation is taking center stage in customer service, when organizations need it the most. AI, automation and cloud are just a few areas making it a very exciting era in the customer experience.

Verint announced honors in two categories of the 2020 CRM Industry Leader Awards by CRM Magazine. The Customer Engagement Company earned awards for Best Contact Center Analytics and Best Workforce Optimization.

Dick Bucci, founder and chief analyst at Pelorus Associates, says, “Verint (News - Alert) is no stranger to robotic process automation, artificial intelligence, and advanced analytics, but uses these strategically where they add value.”

Leveraging technology like speech analytics, underpinned by ML and AI, offer companies the ability to unpack best practice, drive improved customer experiences, boost efficiency across the contact center and produce bottom line results.

“Verint uses different engines for speech and text analytics,” said Donna Fluss, president, DMG Consulting. “Their AI-based semantic intelligence layer is highly effective at theme and topic extraction. And its new user interface is modern and user-friendly and gives users the exact information they need.”

Currently transcribing calls in nearly 70 languages, and processing over seven billion calls annually, Verint boasts a robust body of work, showcasing success on a large scale.

What’s in your contact center?

Edited by Maurice Nagle