Overview of Verint Systems
Verint Systems Inc., headquartered in Melville, New York, is a technology company specializing in customer experience (CX) automation. The company offers a comprehensive suite of products and services designed to enhance customer engagement, streamline business processes, and leverage advanced technologies such as artificial intelligence (AI), advanced analytics, and automated workflows.
Key Products and Platforms
Verint Open Platform
The Verint Open Platform is a modular and integrated solution that incorporates AI and behavioral data from customer interactions. This platform supports various business models, including traditional contact centers and Contact Center as a Service (CCaaS) models. It enables organizations to selectively implement AI-powered bots and applications aligned with specific business priorities, facilitating the sharing of customer interaction analysis across the contact center, back office, branch, websites, and mobile apps.
Verint Customer Engagement Platform
This platform is designed to manage and enhance customer interactions through several key features:
- Case Management: Simplifies and automates the execution of business processes, enabling event-driven engagement and empowering an omnichannel workforce. It includes advanced queuing and routing, SLA management, and parallel processes to improve the speed, accuracy, and compliance of complex interactions.
- Workforce Management: Utilizes AI-powered forecasting and scheduling to optimize staffing, reduce costs, and improve employee engagement and customer experiences. Features include automated guidance for agents, staggered start and end times, and self-service tools within agent portals.
Deployment Models
Verint offers two primary deployment models:
- Standard Deployment Model: Provides services and applications within Verint’s public cloud, with Verint managing all aspects of the environment. Secure connectivity is ensured through Direct Connect or VPN.
- Hybrid Deployment Model: Combines Verint Da Vinci services, communication infrastructure, on-premises recording servers, and optional speech transcription servers. This model integrates with desktop devices, mobile devices, and archive storage, offering flexibility and customization.
Key Features and Functionality
Security and Access Control
Verint implements robust security measures, including role-based access control (RBAC) and Principle of Least Privilege (POLP) controls. These ensure that users have access only to the information necessary for their roles. Authentication methods include SAML 2.0, OpenID Connect (OIDC), and username/password authentication.
Business Continuity and Reliability
Verint emphasizes high availability and cross-data center redundancy, maintaining a 99.95% platform availability target (excluding planned maintenance). The company adheres to industry-standard incident management processes and tests disaster recovery and business continuity plans to ensure uninterrupted service.
API Management and Integration
The Verint API Gateway provides centralized access to cloud platform APIs, allowing for traffic throttling, modernization of APIs, and secure access controls through the Verint Identity Service integration.
Community and Self-Service
Verint Community features facilitate customer engagement through:
- Question and Answer Forums: Enable customers to ask and receive verified answers, generating reusable content.
- Discussion Forums: Foster interactive dialogue between customers and the brand.
- Content Generation and Curation: Create and publish content like documentation, how-to instructions, and FAQs.
- Ideation and Feedback: Solicit feedback and ideas from customers, integrating with product management systems.
Automation and AI
Verint’s solutions heavily leverage AI and automation to:
- Automate Business Processes: Simplify and automate repetitive tasks, reducing manual errors and increasing productivity.
- Enhance Customer Experience: Provide proactive, event-based engagement and ensure seamless interactions across multiple channels.
- Power Virtual Agents: Recognized as a leader in virtual agent solutions, Verint’s AI-powered bots support various customer service scenarios.
In summary, Verint Systems offers a robust suite of products and services that leverage advanced technologies to automate and enhance customer experience, streamline business processes, and ensure high reliability and security. Its modular and integrated platforms make it a versatile solution for organizations seeking to improve their customer engagement and operational efficiency.