Verint - Best New Contact Center Solution

Company: Verint, Melville, NY
Company Description: Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization and cyber intelligence. Today, over 10,000 organizations in more than 180 countries—including over 85 percent of the Fortune 100—count on intelligence from Verint solutions to make more informed, effective and timely decisions.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Contact Center Solution – New

Nomination Title: Verint Real-Time Agent Assist

Verint Real-time Agent Assist was updated in November 2021. https://www.verint.com/press-room/2021-press-releases/verint-introduces-new-market-leading-ai-innovation-to-further-expand-real-time-agent-assist-capabilities/

Verint® Real-Time Agent Assist™ (RTAA) is a solution thatanalyzes calls and desktop activities in real timeand can automatically identify opportunities to guide interactions toward better outcomes for customers and the organization.When certain criteria are met, employees receive automated assistance and guidance in a centralized notification center. The solution uses Verint’s advanced speech analytics engine to notify and assist employees and supervisors to handle calls more effectively.

Verint recently launched AI-driven enhancements to its 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.

Unlike many solutions in the market, Verint leverages and infuses AI triggers from three unique sources to guide employees in real time:

-Linguistic verbal analysis of “what is being said” — Recognizing specific words, or a positive or negative sentiment.

-Acoustic nonverbal analysis of “how it’s being said” — Recognizing sound triggers, such as long silences and interruptions.

-Application analysis of actions and context — Adding critical context and recognizing actions from the employee’s desktop, such as adherence to processes.

Verint Real-time Agent Assist is a component of Verint’s Speech Analytics solution, which currently processes more than seven billion calls, seven trillion words per year, transcribing and analyzing calls in over 77 languages and variants across its global customer base. Verint Speech and Text Analytics are consistently top-rated by customers and are some of the most widely deployed solutions in the world.

Verint Real-time Agent Assist and Interaction Insights have achieved:

Over 95% comprehension accuracy
2,000 global customers with more than 1 million agents are using Verint Speech Analytics
Scalable: Processes 50 – 50,000 channels in a single deployment

Florius is an innovative mortgage lender with more than 70 years of experience. Headquartered in the Netherlands, this leading financial services provider has 400,000 customers. The company has been using Verint RTAA and has found it to be highly effective by producing significant and rapid ROI.

By listening to voice interactions as they happen, Florius is uniquely poised to identify opportunities to guide interactions toward better outcomes for customers and the organization.

According to Deliane Schimmel, manager, advice and service at Florius, “While an employee is talking to a customer, Verint Real-Time Agent Assist directly provides him with up-to-date information based on what is being discussed. With everything that’s going on in the market and during the COVID-19 pandemic, Verint Real-Time Agent Assist enables us to be more agile – adjusting our knowledge database and ensuring employees have the right information at the right time. This supports the training of existing employees and shortens the learning curve of new employees. For customers, it means we can provide them with the latest information that responds to new rules or developments in the mortgage market.”

Verint RTAA is also recognized in the analyst community. According to Dan Miller, lead analyst at Opus Research, “When customers pick up the phone to talk with live agents, they rightly expect rapid response and sensitivity to their moods and overall sentiment. 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.”

Verint Introduces New Market-Leading AI Innovation to Further Expand Real-time Agent Assist Capabilities: https://www.verint.com/press-room/2021-press-releases/verint-introduces-new-market-leading-ai-innovation-to-further-expand-real-time-agent-assist-capabilities/

GetVoIP: Verint Intros Real-time Agent Assist Capabilities: https://getvoip.com/news/verint-real-time-agent-assist/

CXBuzz: Verint Announces New AI Real-time Agent Assist Tool: https://cxbuzz.com/customer-experience-news/verint-announces-new-ai-real-time-agent-assist-tool/

Destination CRM: Verint Launches Real-time Agent Assist: https://www.destinationcrm.com/Articles/CRM-News/CRM-Across-the-Wire/Verint-Launches%C2%A0Real-time-Agent-Assist-150144.aspx

For the Third Consecutive Year, Verint AI and Analytics Solutions Receive Perfect Customer Satisfaction Scores in New Interaction Analytics Report: https://www.verint.com/press-room/2021-press-releases/for-the-third-consecutive-year-verint-ai-and-analytics-solutions-receive-perfect-customer-satisfaction-scores-in-new-interaction-analytics-report/