Verint’s Intelligent Self-Service Automation Capabilities Take First Place with Two Prestigious Industry Honors

By PRNewswire On Aug 20, 2018

“Best Overall AI Solution” in 2018 AI Breakthrough Awards; “NextGen Innovation of the Year” in 2018 Customer Contact Week (CCW) Awards for Excellence

Verint Systems Inc. , The Customer Engagement Company, announced it leadership in customer engagement automation continues with two top industry honors for its Intelligent Self-Service portfolio:

“During the annual CCW Excellence Awards, we honor individual and team-wide contributions to training and development, culture, innovation, and overall contact center strategy, and the ceremony represents those who deliver the world’s best customer experiences through modern, automated technology systems.”

“Best Overall AI Solution” award from AI Breakthrough, an independent organization that recognizes the top companies, technologies and products in the global artificial intelligence (AI) market today
“NextGen Innovation of the Year” award from Customer Contact Week (CCW), an organization that sponsors events for contact center professionals and annually honors companies that reinvent and automate standard operating procedures in the contact center

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Both awards recognize groundbreaking achievement in AI-driven self-service for the enterprise and contact center, with automation that drives a world-class customer experience as the final product.^*

AI Breakthrough applauded Verint’s contribution to the customer experience, noting that there were more than 2,500 nominations and fierce competition in all categories. “We have seen tremendous growth in the area of natural language understanding and chatbot solutions, but Verint’s solutions stand out from the pack with capabilities for voice self-service, virtual assistant, web self-service and customer communities to provide an outstanding AI and automation-driven customer experience,” said James Johnson, managing director, AI Breakthrough. “The overall AI solution award is one of our marquee awards in the program, and we are thrilled to recognize Verint as the ‘Best Overall AI Solution’ award winner. Congratulations to the entire Verint team on their well-deserved industry recognition.”

CCW Digital’s managing editor and director voiced similar praise in a recent article about the winners. “Today’s business leaders … recognize the pivotal importance of the customer experience,” wrote Brian Cantor. “During the annual CCW Excellence Awards, we honor individual and team-wide contributions to training and development, culture, innovation, and overall contact center strategy, and the ceremony represents those who deliver the world’s best customer experiences through modern, automated technology systems.” CCW Digital is the global online community and research hub of more than 150,000 customer contact members.

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Putting Real-time, Shared Intelligence at the Core of the Contact Center

Verint’s Conversational AI platform orchestrates self-service through Intelligent Virtual Assistants (IVAs)—exceptionally smart chatbots—that take the customer experience to a new level, capable of extending self-service options across the channels customers prefer. Delivering efficiencies in automation via digital conversations in such user interfaces as web chat, Facebook Messenger, smartphone apps, SMS, Amazon Alexa and online customer communities, Intelligent Self-Service makes it easy for customers and contact center employees to get prompt, accurate service, with less effort.

Based on a vision of shared AI-enabled intelligence that orchestrates interactions in voice and digital channels and learns from them, Verint Intelligent Self-Service is powered by Verint’s investments in automation, natural language understanding, and tools that empower enterprises to manage both. It puts real-time shared intelligence at the core of the enterprise, so whether it’s a self-service customer interaction or an interaction that escalates to a contact center agent, the intelligence is there to provide insight, anticipate a customer’s next question and deliver a satisfying experience.

“It’s an exciting field to be pioneering,” says Verint’s Nancy Treaster, senior vice president and general manager of strategic operations. “We’re delivering transformative results that go beyond lowering cost per contact and average handle, to also improve revenue and help customers achieve their goals with more automation and less effort. That’s a giant step forward in making the customer experience successful.”