Verint Intelligent Virtual Assistant Solution Receives Highest Ratings from Opus Research for Third Consecutive Year

Verint Offering Cited for Perfect Scores on Intelligence Maturity, Track Record and Enabling Platforms and Technologies

Verint Systems Inc. , The Customer Engagement Company announced it has been ranked among the top Intelligent Assistant (IA) solution vendors in Opus Research’s 2019 “Decision Makers’ Guide to Enterprise Intelligent Assistants.” The report is the most comprehensive assessment of today’s leading providers in natural language processing, machine learning, Artificial Intelligence (AI), and analytics that power automated virtual agents and digital self-service solutions.

Verint’s Intelligent Virtual Assistant solutions, part of its self-service cloud, surpassed other vendors in the ranking categories of Enabling Platforms and Technologies, Enterprise IA maturity and Track Record. Opus Research also cited Verint favorably for the company’s future plans and vision in the space.

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“The leading providers of Enterprise Intelligent Assistants support superior integration, openness and connections to multiple proprietary and third-party resources to provide rapid deployments of consistently accurate information to customers,” says Derek Top, senior analyst and research director, Opus Research. “Verint’s open, modular AI solution achieves this by enabling enterprises to automate anywhere and easily scale while expanding intelligence, powering its leadership position in the rapidly changing Intelligent Assistant market.”

According to the report, key Verint differentiators include:

• A full suite of technologies that enhance and support the entire customer journey through AI-enabled, predictive innovations built to improve customer experience while also lowering costs.
• An AI-powered solution that unlocks the power of conversational data and uncovers user intent, mapping automation strategies that align with business goals and user needs.
• A prolific real-world labeled data library with tens of thousands of regression tests in every language model set.

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“We are honored that Opus has recognized our success in helping customers find the balance between improving customer experience while reducing costs,” said Verint’s Michael Southworth, general manager, intelligent self-service. “Intelligent Assistant solutions are playing a key role in achieving this delicate balance by empowering the customer through self-service while driving knowledge intelligently across contact center touch points to enhance agent performance and improve the customer experience.”

Earlier this year, Alight Solutions received the 2018 Opus Research Conversational Commerce Award by leveraging Verint’s Intelligent Virtual Assistant technology to transform its web self-service experience with automation. Alight’s virtual assistant, named “Lisa,” is an innovative example of how Verint customers lead the way with automated, intelligent self-service solutions.

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

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