New Machine Learning Capabilities Identify Customer Pain Points and Outliers in CX Data
MELVILLE, N.Y., April 29, 2019 – Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, today announced the addition of Anomaly Detection as a powerful new capability to its expanding Voice of Customer (VoC) solutions. Anomaly Detection is part of Verint’s analytics-rich solution that helps companies automate insights and prioritize improvements to customer experience (CX) that will drive the greatest business impact.
According to an August 2018 report* from Forrester Research, AI technologies have the potential to make customer experience (CX) measurement programs more effective and efficient. Powered by AI and machine learning algorithms, Verint’s new Anomaly Detection capability helps teams understand, in near real time, more about the key factors and causes contributing to a change in customer satisfaction, NPS®, or other drivers.
Anomaly Detection acts as a ‘virtual CX analyst,’ enabling faster, smarter issue resolution and less risk of bias. Machine learning algorithms run in the background, and surface significant, sudden changes in CX scores and top possible causes by analyzing thousands of data combinations that would be impossible to do manually.
Key features include:
“Millions of customer interactions happen every day, creating more feedback and new ways to gain insights,” said Jaime Meritt, CTO and chief architect, Verint. “Our advancements in automation and machine learning help companies run enterprise-strength VoC programs that capture and analyze feedback, monitor dips and surges to CX metrics in real time and connect that data to CX drivers and outcomes. Verint VoC gives companies what they need to automate and operationalize CX.”
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, over 10,000 organizations in more than 180 countries—including over 85 percent of the Fortune 100—count on intelligence from Verint solutions to make more informed, effective and timely decisions. Learn more about how we’re creating A Smarter World with Actionable Intelligence® at www.verint.com.
*Source: Forrester Research, The AI Revolution in CX Measurement, By Maxie Schmidt-Subramanian, August 1, 2018.
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, 2019, 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, ACTIONABLE INTELLIGENCE, THE CUSTOMER ENGAGEMENT COMPANY, NEXT IT, FORESEE, OPINIONLAB, KIRAN ANALYTICS, TERROGENCE, SENSECY, CUSTOMER ENGAGEMENT SOLUTIONS, CYBER INTELLIGENCE SOLUTIONS, EDGEVR, RELIANT, VANTAGE, STAR-GATE, SUNTECH, and VIGIA are trademarks or registered trademarks of Verint Systems Inc. or its subsidiaries. Other trademarks mentioned are the property of their respective owners.
Net Promoter, Net Promoter Score, and NPS are trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.