For the Fifth Consecutive Year, Verint Interaction Analytics Receives Top Customer Satisfaction Scores for Product Innovation in New Industry Report

Verint Leads in the Largest Number of Interaction Analytics Customers and Earns Highest Ratings in Multiple Customer Satisfaction Categories

Verint^® (Nasdaq: VRNT), The Customer Engagement Company^™, received the highest ratings in multiple customer satisfaction categories according to DMG Consulting LLC’s 2023/2024 Interaction Analytics (IA) for the Enterprise report*, including a perfect product innovation score for the fifth consecutive year.

According to DMG, Verint continues to be a leader in the IA market. The company scored the highest (5.0 out of 5.0) customer satisfaction rating for product innovation, Artificial Intelligence (AI) and machine learning (ML), identifying customer intents, sentiment analysis and analytics-enabled quality management (AQM), along with a perfect score for workshops and training.

DMG’s report explores the importance, value, and benefits of IA when it is applied to customer experience (CX) management and AQM. It also highlights how IA is being embedded within a growing number of third-party systems and being applied more broadly to other enterprise functions, expanding its adoption and benefits. The report features seven vendors that offer interaction analytics as part of a broader workforce engagement management (WEM) offering or as a best-of-breed solution.

“Interaction analytics technology is benefiting from the massive investments being made in AI in general, giving it new and enhanced capabilities,” said Donna Fluss, president, DMG Consulting. “Although the use of generative AI is in its infancy, it has already found its way into IA solutions. The market appreciates generative AI’s potential as well as the risks and is applying it carefully as vendors look to leverage its power. During the next few years, DMG expects to see substantial investments to enhance the real-time and predictive capabilities of IA. We also expect to see IA continue to slowly work its way into more enterprise activities.”

Verint Interaction Analytics^™ received the highest customer rating for:

• Top overall vendor rating in several vendor categories including innovation, professional services, and training/workshops.
• Top customer satisfaction scores (5.0 out of 5.0) for product capability criteria including AI and machine learning (ML) capabilities, sentiment analysis, and analytics-enabled quality management.
• Top customer satisfaction score in the product effectiveness category for identifying customer intents (5.0 out of 5.0).

“A significant market shift is taking place, one that necessitates leading brands to deeply listen, analyze and act on voice of the customer insights,” says Verint’s Daniel Ziv, vice president, experience management and analytics, go-to-market strategy. “Verint’s interaction analytics and conversational intelligence solutions deliver insights across all voice and digital channels and drive real-time guidance that can boost customer experience and agent productivity. Thank you to our valued customers for acknowledging and appreciating our continued analytics leadership and exciting vision for the future."

Verint Interaction Analytics is an AI-enabled set of best-of-breed CX automation solutions that are part of Verint's Open CCaaS platform. Verint Interaction Analytics is powered by Verint Da Vinci AI^™ with market-leading real-time and near real-time transcription capabilities deployed in more than 80 languages and dialects.

Visit Verint Interaction Analytics to learn more.

About Verint

Verint^® (NASDAQ: VRNT) helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. More than 10,000 organizations in 175 countries – including over 85 of the Fortune 100 companies – are using the Verint Customer Engagement Platform to draw on the latest advancements in AI, analytics, and an open cloud architecture to elevate customer experience.

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

*DMG Consulting LLC 2023/2024 Interaction Analytics for the Enterprise Report. July 2023

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, 2023, 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, VERINT DA VINCI, THE CUSTOMER ENGAGEMENT COMPANY, BOUNDLESS CUSTOMER ENGAGEMENT, AND THE ENGAGEMENT CAPACITY GAP are trademarks of Verint Systems Inc. or its subsidiaries. Verint and other parties may also have trademark rights in other terms used herein.

View source version on businesswire.com: https://www.businesswire.com/news/home/20230810151889/en/