Verint Places at Top of Opus Research Intelligent Assistant Provider Evaluation

Company Scores Highest Ratings for IA Maturity, Track Record and Enabling Platform & Technologies; Noted for Integration across Unlimited Channels



Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company, today announced that it ranks among the top Intelligent Assistant (IA) solution vendors in Opus Research’s 2018 “Decision Makers’ Guide to Enterprise Intelligent Assistants.” The solution providers evaluated in the guide represent a cohort of 28 companies pioneering the landscape of conversational commerce technology with Intelligent Virtual Assistants (IVAs) and chatbots.

No other provider outpaced Verint’s Intelligent Self-Service portfolio of IA solutions in the ranking categories of enabling platforms and technologies, enterprise IA maturity and track record. Opus Research also cited Verint favorably for future plans and vision. Key differentiators cited in the guide are Verint’s enterprise-grade solutions for intelligent assistants, its extensible platform and the ability to scale at every level from analysis, to understanding, to outcomes.

Verint’s Intelligent Self-Service offerings include Web Self-Service; Knowledge Management (KM); Intelligent Virtual Assistant (IVA) for automated, secure self-service chat interaction; Interactive Voice Response (IVR) for self-service phone/voice interaction, and Verint Community for consumers to gain access to information they need and get technical assistance without speaking to a company representative.

The guide notes Verint’s capabilities to support voice and digital customer interactions. Verint’s IVA solution can integrate with Interactive Voice Response (IVR) systems, web, live chat, mobile SMS, Amazon Alexa, Facebook Messenger, Slack, Skype, Kik, Twilio and more.

Dan Miller, lead analyst and founder of Opus Research previously wrote, “With the introduction of intelligent customer self-service capabilities, Verint has onboarded and integrated assets, technology and personnel of recent acquisitions in record time. Verint will be able to compete effectively in the fast-growing Conversation Commerce marketplace with a package of solutions that spans intelligent virtual assistants (IVAs), interactive voice response (IVR) and Community. They have all the components for human-assisted self-service and collaboration offered through the full spectrum of communications channels.”1

A More Conversational Future for Enterprises Everywhere

Opus Research forecasts enormous growth in the IA space over the next few years, with enterprise spending on the licenses and professional services that support Intelligent Assistance exceeding a projected $2 billion in 2018, heading for $5.5 billion by 2021. The growth coincides with heightened comfort levels among consumers with automated self-service and customer support.

“Opus Research sees the community of solution providers, in conjunction with their visionary clients, to move inexorably toward a more conversational future,” cites Dan Miller, in the report. “It will be one in which the technology platform in use is able to provide precise answers to an individual’s question.” The best solutions, he adds, come from vendors that have invested “time and effort to build an inventory of ‘intents’ or conversation flows to suit a broad set of vertical industries, call categories and use cases.”2

Simplifying, Modernizing and Automating Customer Engagement

“Our customer successes with Verint’s Intelligent Self-Service solutions tell the story best, and we are honored that Opus Research has recognized that success,” said Verint’s Michael Southworth, general manager, intelligent self-service. “Verint is unique in that we offer our customers solutions to simplify, modernize and automate customer engagement, including strong AI-based self-service solutions across both voice and digital channels. We are helping our customers be in the vanguard of companies that are using these solutions to increase revenue, reducing contact center calls and live chat costs, and making great strides in improving the customer experience.”

To learn more about Verint Intelligent Self-Service solutions, join us at Opus Research’s C3 – 2018 Conversational Commerce Conference, September 12-13 in San Francisco or click here.