Verint, The Customer Engagement Company, today announced that Verint Intelligent Virtual Assistant (IVA) has received top scores and is a leader in the inaugural 2023 Decision Makers’ Guide to the Conversational Cloud by Opus Research.* In this report, Opus Research evaluates platforms offered by participating Conversational Cloud players and solutions providers.

“Enterprises today take a holistic approach to AI-informed IT investments, employing real-time analytics and understanding to derive conversational intelligence that informs self-service resources, contact center infrastructure, and enterprise knowledge bases with rich data, metadata and insights,” said Dan Miller, lead analyst and founder, Opus Research. “Verint’s Customer Engagement Cloud Platform is an exemplary ecosystem for purpose-driven sharing of conversational intelligence to improve customer experience and employee efficiency.”

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“Conversational AI and the supporting analytics, applications and infrastructure are key assets for organizations operating in competitive and evolving markets”

Verint is among the top three leaders based on overall evaluation criteria including “Span of Services” and “Cloud Focus.” Span of Services depicts how well cloud offerings encompass the four pillars of Conversational Cloud offerings including self-service, application integration and automation, interaction processing and intelligent routing, and conversational intelligence.

Verint IVA received the highest assessments possible for completeness of services, functions, features, financial stability and solid customer install base. Verint also scored high in the Cloud Focus category in terms of branded cloud-based offerings that demonstrate coherence, completeness, flexibility, nimbleness, support and reliability to ensure customer success.

“Conversational AI and the supporting analytics, applications and infrastructure are key assets for organizations operating in competitive and evolving markets,” says Verint’s Heather Richards, vice president, go-to-market strategy, digital first engagement. “Applying conversational intelligence, real-time analytics, self-service capabilities, workflows and workforce orchestration help provide a holistic cloud-based approach that benefits businesses in the near-term while creating long-term readiness to better address operations and customer engagement initiatives as they emerge.”

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