Product Overview of Verint
Verint Systems Inc. is a leading technology company specializing in customer experience (CX) automation, headquartered in Melville, New York. The company’s flagship offering is the Verint Open Platform, designed to help organizations enhance their customer experience, increase productivity, and reduce costs through advanced automation and artificial intelligence.
What Verint Does
Verint’s solutions are tailored to meet the evolving needs of customer experience management across various channels, including contact centers, web and mobile platforms, branches, and back offices. The platform leverages AI, behavioral data, and automated workflows to analyze and improve customer interactions. This enables organizations to achieve strategic objectives such as improving service quality, lowering operational costs, and enhancing overall customer satisfaction without the need for additional hiring.
Key Features and Functionality
Verint Open Platform
- AI-Powered Automation: The platform integrates AI and behavioral data to drive automation, allowing organizations to deploy AI-powered bots that augment human staff. This enhances capacity, reduces costs, and continually improves the customer experience.
- Modular Architecture: The platform is designed with a modular approach, enabling organizations to selectively implement features and bots based on their specific business priorities. This flexibility allows for seamless integration with existing business applications, telephony, and data lakes.
Workforce Management
- AI-Powered Forecasting and Scheduling: Verint offers advanced forecasting and scheduling tools powered by AI, which help in optimizing staffing levels, reducing overstaffing and overtime, and improving employee engagement. These tools also support hybrid and remote work models.
Customer Engagement and Self-Service
- Verint Community: This feature includes a range of tools such as question and answer forums, discussion forums, and content creation capabilities. It enables customers to engage with the brand, resolve issues independently, and provide feedback through ideation platforms. The community features also include private messaging, blogging, and content curation tools.
Experience Management
- Verint Experience Management (XM): This component of the Verint Platform includes a powerful listening engine, embedded case management, triggers, and alerting. It allows organizations to collect real-time data and feedback, unify data across channels, and surface insights to drive strategic change. The XM capabilities are enhanced by integrations with Verint Da Vinci AI and other features of the platform.
Analytics and Insights
- Advanced Analytics and AI: Verint’s platform utilizes advanced analytics and AI to analyze customer interactions from various touchpoints. This provides organizations with deep insights into customer behavior, helping them to improve products, services, and overall customer experience.
Additional Benefits
- Scalability and Flexibility: The Verint Open Platform is designed to fit seamlessly into an organization’s enterprise ecosystem, allowing for gradual adoption of CX automation without disrupting operations.
- Recognition and Awards: Verint has been recognized for its leadership in CX automation and has won several awards, including the “Best Virtual Agent Solution” in the AI Breakthrough Awards and the “Best Use of Artificial Intelligence (AI)” category at the CX Awards.
In summary, Verint’s solutions are centered around enhancing customer experience through AI-driven automation, advanced analytics, and flexible, modular architecture. These features make Verint a trusted partner for organizations seeking to improve their customer engagement, productivity, and overall business outcomes.