Verint Introduces New Market-Leading AI Innovation to Further Expand Real-time Agent Assist Capabilities

Rhea-AI Summary

Verint (NASDAQ: VRNT) announced enhancements to its Cloud Platform, including a new AI-driven Real-time Agent Assist feature and a transcription engine utilizing advanced Deep Neural Network models. These upgrades aim to improve customer-agent interactions by providing sentiment analysis, work assist functionality, and comprehensive engagement data management. With these capabilities, Verint empowers agents to respond empathetically, ultimately boosting customer satisfaction and operational efficiency.

Positive

• Launch of AI-powered Real-time Agent Assist feature enhances customer experience.
• New transcription engine offers best-in-class transcription and comprehension accuracy.
• Extended capabilities for Engagement Data Management solution for better customer insights.

Negative

• None.

Latest Enhancements to Verint Cloud Platform also Include Highly Accurate Transcription Engine Built on Advanced Deep Neural Network Models and Expanded Capabilities for its Engagement Data Management Solution

MELVILLE, N.Y.--(BUSINESS WIRE)-- Verint^® (NASDAQ: VRNT), The Customer Engagement Company^™, today announced new AI-driven Real-time Agent Assist (RTAA) capabilities including real-time sentiment analysis and new work assist functionality in the Verint Customer Engagement Cloud Platform.

The new functionality, powered by Verint Da Vinci^™ AI and Analytics, helps organizations connect with customers on a more empathic and human-level, empowering agents with in-the-moment knowledge and context around customer sentiment and intent. This gives brands a powerful tool to assist employees as they work from anywhere to boost customer satisfaction and loyalty in today’s digital-first world, where empathy-led customer experience is imperative.

With expanded linguistic and acoustic analysis capabilities, AI-powered bots comprehend what’s being said, how it’s being said and the corresponding agent’s actions and desktop activity, understanding the full interaction context to provide meaningful assistance in the moment to improve agent efficiency and reduce handle time. Verint’s RTAA provides critical notifications, knowledge, and reminders on the agent desktop, unobtrusively, to guide agents on the next-best action and drive positive interaction outcomes.

“When customers pick up the phone to talk with live agents, they rightly expect rapid response and sensitivity to their moods and overall sentiment,” explains Dan Miller, lead analyst at Opus Research. “Verint’s approach employs AI-infused analytics during each conversation to help agents respond empathetically, resulting in higher levels of engagement, task completion and customer satisfaction.”

A new Verint Da Vinci transcription engine, built on advanced Deep Neural Network (DNN) models, provides best-in-class transcription and comprehension accuracy as well as discernment of customer intent and sentiment. This helps ensure accurate understanding of complex contact center conversations to provide insight as how and where agent empathy can be improved.

Beyond the expanded capabilities to assist agents in real time and a new post-call transcription engine with market-leading breakthrough transcription and comprehension accuracy, Verint also released additional enhancements to its cloud platform. It extended the capabilities of its Engagement Data Management solution to include experience data. Through this combination of interaction and experience data management, Verint provides brands with a comprehensive view of customer engagement data across all customer touchpoints.

“While nearly all businesses know the importance of customer empathy, most struggle to deliver it on a consistent basis, especially given the work-from-anywhere contact center environment,” says Verint’s Daniel Ziv, vice president, speech and text analytics, global product strategy. “Our latest innovation supports the delivery of exceptional experiences aligned with the customer’s emotional state and intent for more impactful and meaningful interactions, guiding agents in real time towards the best possible outcome.”

Visit Verint Real-time Agent Assist to learn more.

About Verint

Verint^® (Nasdaq: VRNT) helps the world’s most iconic brands – including over 85 of the Fortune 100 companies – build enduring customer relationships by connecting work, data and experiences across the enterprise. The Verint Customer Engagement portfolio draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement^™ to help customers close The Engagement Capacity Gap^™.

Verint. The Customer Engagement Company^™. Learn more at Verint.com.

This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2021, our Quarterly Report on Form 10-Q for the quarter ended July 31, 2021, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.

VERINT, THE CUSTOMER ENGAGEMENT COMPANY, BOUNDLESS CUSTOMER ENGAGEMENT, THE ENGAGEMENT CAPACITY GAP and THE SCIENCE OF CUSTOMER ENGAGEMENT are trademarks of Verint Systems Inc. or its subsidiaries. Verint and other parties may also have trademark rights in other terms used herein.

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Media Relations

Amy Curry

amy.curry@verint.com

Investor Relations

Matthew Frankel

matthew.frankel@verint.com

 

Source: Verint

FAQ

What are the new features introduced by Verint in their Cloud Platform?

Verint introduced AI-driven Real-time Agent Assist features including real-time sentiment analysis and a new transcription engine.

How does Verint's transcription engine enhance customer interactions?

The transcription engine utilizes advanced Deep Neural Network models for high accuracy in understanding customer intent and sentiment.

What is the impact of Verint's new capabilities on customer satisfaction?

The enhancements are designed to improve agent responses, leading to higher levels of customer engagement and satisfaction.

Which market segment does Verint primarily target with their new tools?

Verint targets businesses looking to improve customer engagement and support in a digital-first environment.