Verint Named a Leader in the IDC MarketScape for Worldwide Conversational AI Software Platforms for Customer Service 2021

Verint, The Customer Engagement Company, announced that it has been named a leader in the second of two IDC reports on conversational artificial intelligence (AI). The IDC MarketScape: Worldwide Conversational AI Software Platforms for Customer Service 2021 Vendor Assessment repor ^* positions Verint in the Leaders category for delivering robust conversational AI solutions specifically in the customer service environment. The company was also recently named a leader in the IDC MarketScape: Worldwide General-Purpose Conversational AI Platforms 2021 Vendor Assessment report published in October.

“Verint’s conversational analytics and IVA capabilities can make it a good ‘one stop shop’ for customer support organizations looking to upgrade their IVR to voice-based conversational AI while also developing and maintaining virtual assistants for digital channels.”

The IDC MarketScape assesses the products, services, and competitive fitness of 16 vendors helping organizations leverage conversational AI capabilities to create automated solutions that excel in speech, text, intent, and language recognition, and respond in a way that mimics human conversation.

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“Consider Verint when you are a large enterprise, particularly in financial services or life sciences, seeking strong analytics and reporting capabilities and a vendor who will partner closely with you on implementation and customization,” said Dave Schubmehl, research vice president with IDC. “Verint’s conversational analytics and IVA capabilities can make it a good ‘one stop shop’ for customer support organizations looking to upgrade their IVR to voice-based conversational AI while also developing and maintaining virtual assistants for digital channels.”

The IDC MarketScape report states, “Verint’s customers praised the strength of its pre-trained models, both in terms of overall accuracy as well as accuracy in domain specific use cases, such as financial services or life sciences. They also highlighted Verint’s willingness to work with its customers to customize conversational AI implementations as needed.” The report also noted that the conversation analytics and reporting capabilities, including the ability for contact centers to analyze and monitor agent performance were well received by customers.

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“At Verint, we know that the shift towards digital means much more than offering more channels,” says Heather Richards, vice president, go-to-market strategy, digital-first engagement. “Powered by Verint Da Vinci^™ AI and Analytics, which processes billions of customer-engagement interactions across dozens of industries annually, our conversational AI delivers trusted, digital-first experiences that personalize experiences and drive significant ROI and innovation for our customers.”

Verint Conversational AI works with an enterprise’s existing ecosystem, as well as other Verint Cloud Platform applications including Social and Private Messaging, Engagement Orchestration, Knowledge Management, Community, Workforce Engagement and Experience Management.

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