Frost & Sullivan LATAM Recognizes Excellence in 10 Performance Criteria for Verint’s Comprehensive Customer Engagement Platform, Specifically Noting Automation, IVA, and Speech Analytics Innovation
SAO PAULO, Brazil and MELVILLE, N.Y., January 3, 2019 – Verint® Systems Inc. (Nasdaq: VRNT), the Customer Engagement Company™, today announced that it has been recognized by Frost & Sullivan as the market leader in the Latin American contact center applications industry. The recipient of the industry analyst’s 2018 Latin American Contact Center Applications Market Leadership Award, Verint was selected from a field of candidates based on excellence in 10 key performance criteria, including product quality, implementation excellence, product differentiation, price/performance value and customer experience from purchase, to ownership, to service.
In presenting the award, Frost & Sullivan noted Verint’s 2018 unveiling of new, automated customer self-service capabilities in its customer engagement solutions. This includes its intelligent virtual assistants (IVAs) and enterprise chatbots powered by an open, modular artificial intelligence (AI) engine, which provide customers personalized answers based on prior purchases, their location, and other factors.
Frost & Sullivan also highlighted Verint’s real-time speech analytics solutions and its ability to help Latin American companies add value to each customer interaction by quickly analyzing large amounts of data to improve the customer experience.
“Verint has automated CX operations through its unique and easy integration with most customer engagement ecosystems and platforms worldwide,” said Juan González, research director of information and communication technologies, Frost & Sullivan. “As a leading vendor in the recording, quality assurance, and analytics markets, the company has recently garnered several success stories in Latin America with its speech analytics and intelligent virtual assistant solutions.”
Analyst Cites Banco Votorantim’s Success
One notable example mentioned by Frost & Sullivan is Banco Votorantim, the fifth largest private bank in Brazil, which in 2017 decided to invest in Verint Speech Analytics to reduce legal costs and improve customer satisfaction. By screening 17,000 calls a day, the company started to filter interactions that could potentially become legal claims. Once those potential threats were identified, Banco Votorantim dealt with most of them (88%) through the callback unit, which was created specifically to act on critical issues.
In 2018, Verint’s speech analytics solution now provides savings in the amount of two to three times the size of Banco Votorantim’s initial 2017 investment. In addition to the savings, Banco Votorantim improved operational processes and raised the quality of customer interactions, while upgrading its branding and increasing customer loyalty.
Validation of Hard Work
“With over 50 years of worldwide presence as an industry analyst firm, Frost & Sullivan’s global expertise makes this award particularly honorable,” said Verint’s Diego Gomez, VP Latin America and Caribbean. “We are proud of the firm’s validation of our hard work in bringing Intelligent Self-Service automation capabilities alongside workforce optimization, speech and data analytics, and other tools in our customer engagement platform, and our strategy to become a full-strength platform partner with leading companies in Latin America.”
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best in class positions in growth, innovation, and leadership. The company’s Growth Partnership Service provides the CEO and the CEO’s Growth Team with disciplined research and best practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages over 50 years of experience in partnering with Global 1000 companies, emerging businesses, and the investment community from more than 40 offices on six continents.