Verint Leads in the Largest Number of Interaction Analytics Customers and Earns Highest Ratings in Multiple Customer Satisfaction Categories

Verint, The Customer Engagement Company, received the highest ratings in multiple customer satisfaction categories according to DMG Consulting LLC’s 2023/2024 Interaction Analytics (IA) for the Enterprise report*, including a perfect product innovation score for the fifth consecutive year.

According to DMG, Verint continues to be a leader in the IA market. The company scored the highest (5.0 out of 5.0) customer satisfaction rating for product innovation, Artificial Intelligence (AI) and machine learning (ML), identifying customer intents, sentiment analysis and analytics-enabled quality management (AQM), along with a perfect score for workshops and training.

“A significant market shift is taking place, one that necessitates leading brands to deeply listen, analyze and act on voice of the customer insights”

DMG’s report explores the importance, value, and benefits of IA when it is applied to customer experience (CX) management and AQM. It also highlights how IA is being embedded within a growing number of third-party systems and being applied more broadly to other enterprise functions, expanding its adoption and benefits. The report features seven vendors that offer interaction analytics as part of a broader workforce engagement management (WEM) offering or as a best-of-breed solution.

“Interaction analytics technology is benefiting from the massive investments being made in AI in general, giving it new and enhanced capabilities,” said Donna Fluss, president, DMG Consulting. “Although the use of generative AI is in its infancy, it has already found its way into IA solutions. The market appreciates generative AI’s potential as well as the risks and is applying it carefully as vendors look to leverage its power. During the next few years, DMG expects to see substantial investments to enhance the real-time and predictive capabilities of IA. We also expect to see IA continue to slowly work its way into more enterprise activities.”

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Verint Interaction Analytics received the highest customer rating for:

• Top overall vendor rating in several vendor categories including innovation, professional services, and training/workshops.
• Top customer satisfaction scores (5.0 out of 5.0) for product capability criteria including AI and machine learning (ML) capabilities, sentiment analysis, and analytics-enabled quality management.
• Top customer satisfaction score in the product effectiveness category for identifying customer intents (5.0 out of 5.0).

“A significant market shift is taking place, one that necessitates leading brands to deeply listen, analyze and act on voice of the customer insights,” says Verint’s Daniel Ziv, vice president, experience management and analytics, go-to-market strategy. “Verint’s interaction analytics and conversational intelligence solutions deliver insights across all voice and digital channels and drive real-time guidance that can boost customer experience and agent productivity. Thank you to our valued customers for acknowledging and appreciating our continued analytics leadership and exciting vision for the future.”

Verint Interaction Analytics is an AI-enabled set of best-of-breed CX automation solutions that are part of Verint’s Open CCaaS platform. Verint Interaction Analytics is powered by Verint Da Vinci AI^™ with market-leading real-time and near real-time transcription capabilities deployed in more than 80 languages and dialects.

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