Verint Systems Inc. (VTY)

Overview

Verint Systems Inc. is a global provider of customer engagement solutions that help organizations enhance customer satisfaction, improve operational efficiency, and drive revenue growth. Founded in 1994 with its headquarters in Melville, New York, Verint offers an expansive portfolio of applications designed to support businesses in various aspects of customer service, compliance, and workforce management. Their innovative solutions leverage automation, analytics, and artificial intelligence (AI) to process and analyze large volumes of customer interactions across multiple channels, enabling businesses to gain valuable insights and deliver superior customer experiences.

Products and Services

• Forecasting and Scheduling:

  These applications are designed to understand the volume of work needed to meet and exceed customer expectations. By accurately forecasting and scheduling, businesses can ensure that they have the right number of staff with the necessary skills available at the right times, optimizing workforce efficiency and customer service levels.

• Quality and Compliance:

  This solution leverages automation and analytics to monitor customer interactions across attended and self-service channels. It helps businesses maintain high-quality service standards and adhere to compliance requirements, ensuring customer trust and satisfaction.

• Interaction Insights:

  Verint's Interaction Insights extract valuable insights from both structured and unstructured customer interactions and activities. This enables companies to understand customer needs, preferences, and sentiments, driving informed business decisions and personalized customer experiences.

• Real-Time Work:

  Supporting in-the-moment workforce activities, this application aids in managing and optimizing immediate work tasks, enhancing the agility and responsiveness of customer service teams.

• Engagement Channels:

  This suite of applications enables businesses to connect with customers across various channels, including messaging, social media, chat, email, and interactive voice response (IVR), facilitating seamless, multi-channel customer journeys.

• Conversational AI:

  Verint's intelligent virtual assistant applications use artificial intelligence to enable human-like conversations across every customer interaction channel. This helps businesses automate customer service inquiries, reducing response times and improving customer satisfaction.

• Engagement Orchestration:

  With workflows designed to improve employee efficiency, time to resolution, compliance, and customer satisfaction, this application streamlines and optimizes the various tasks associated with customer engagement.

• Knowledge Management:

  This tool empowers agents by providing easy access to the information they need to deliver stellar service. By centrally managing and disseminating knowledge, businesses can ensure consistent, accurate, and efficient customer service.

• Experience Management:

  This application allows businesses to collect and analyze customer experience data from various channels. By understanding customer feedback and behavior, companies can make strategic improvements to their products, services, and customer engagement strategies.

• Customer Engagement Cloud Platform Services:

  Verint offers cloud platform services that support the deployment of customer engagement solutions. These services provide the scalability, security, and flexibility needed for businesses to efficiently manage customer interactions in the cloud.