Verint Systems specializes in contact center and back-office processes such as address change, claims processing, billing, underwriting, and other high-volume tasks. Its solutions revolve around workforce management, self-service bots for customers, voice of the customer (VoC), and compliance and fraud. Its Customer Engagement portfolio comprises of 65% of the revenue while remaining is derived from Cyber Intelligence.
Its RPA includes patented image recognition and OCR that can run business processes across multiple applications and doesn’t require any integration. The solution is also scalable and can quickly respond to peak workloads by adding more robots.
As customers are increasingly choosing to engage via text-based channels, Verint Systems strengthens its customer experience capability. It recently added anomaly detection to its VoC solutions (built upon Verint Text Analytics and Verint Speech Analytics) to help companies automate insights.
It also offers virtual assistant that uses AI and ML, bringing contextual capabilities to predict and personalize the interaction.
It recently launched AI Blueprint to help enterprises identify the business need for AI and lay out roadmap of the resources required for implementation.
Verint Systems offers an open platform which not only easily integrates into enterprise’s technology environment but is also compatible with other call center communications solutions, giving enterprises the flexibility to select the solution that suits best for their contact centers.
It also offers flexible deployment models: public cloud (SaaS), private cloud, and/or perpetual license approach, or a combination of these.
It provides a dedicated team of technicians for on-site training, implementation support, consulting, managed services, and maintenance. It also leverages its partner network including distributors, SIs, VARs, and OEM partners, which account for half of its sales.
It offers community experience to its customers through Telligent Community, which it offers through its acquisition of Telligent way back in 2015.
Verint Systems has a robust R&D team, consisting of one-third of 6,100 professionals spread across the US, Israel, the UK, Ireland, Netherlands, Hungary, and Indonesia. It has invested more than USD 1B in R&D over the last decade, with a USD 210M budget last year, a 10% YoY growth.
It also has a strong IP portfolio with close to 1,000 patents and patent applications across data capture, AI, ML, unstructured data analytics, predictive analytics, and automation.
It organizes an annual user conference, Engage, where it provides updates on its product capabilities and provides a platform to interact with company executives, partners, and customers. This helps gather customer experiences and their points-of-view on the adoption of automation tools.
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