Verint Named a Market Leader in Opus Research Conversational Intelligence Intelliview Report - Seite 2

A number of Verint conversational applications are covered in this report including Speech Analytics, Text Analytics, Real-Time Agent Assist, Automated Quality Monitoring, Desktop and Process Analytics, Experience Management and Intelligent Self-Service.

The Importance of Conversational Intelligence

According to Opus Research, successful Conversational Intelligence initiatives are crucial to promote collaboration, accelerate sales, enhance employee productivity and job satisfaction, enable agent training, improve chatbots and intelligent assistants, and provide a defined competitive advantage.

“Whether a caller is being assisted by an Intelligent Virtual Assistant or an agent/advisor in a contact center, they expect to benefit from resources in the back office or in the cloud that provide consistently correct answers, recommendations or actions 24/7/365 at a high scale,” says Derek Top, senior analyst and research director, Opus Research. “That moves the center of gravity in automation and self-service efforts from shallow ‘conversational user interfaces’ to more useful automated assistants or agents. The difference is that they are informed by an amalgam of resources that Opus Research refers to as ‘Conversational Intelligence.’”

“Our report found an overwhelming majority (80%) of organizations actively transcribe speech data, but two-thirds fail to fully leverage conversational assets to support business objectives,” continues Top. “This indicates that many companies understand there is a treasure trove of knowledge hidden within their unstructured speech data but don’t know how to make the best use of it.”

“Verint’s AI and analytics technology continues to push the boundaries of traditional conversational intelligence platforms by offering an open and flexible architecture that supports businesses’ digital and cloud transformation,” says Verint’s Tracy Malingo, general manager and global vice president, intelligent self-service. “This Opus Research assessment truly validates our commitment to providing better insights into customer behavior, improving interactions and driving better employee and customer engagement.”

To learn more, download the Opus Research Conversational Intelligence Intelliview Report.

About Verint

Verint (Nasdaq: VRNT) helps the world’s most iconic brands – including over 85 of the Fortune 100 companies – build enduring customer relationships by connecting work, data and experiences across the enterprise. The Verint Customer Engagement portfolio draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to help customers close The Engagement Capacity Gap.