SYS-CON MEDIA Authors: Liz McMillan, Carmen Gonzalez, Elizabeth White, Pat Romanski, Gary Arora

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Verint Industry-Leading Workforce Engagement Solutions Guide Employee Actions in the Delivery of Smarter, Faster Customer Service

This week from its Engage Global Customer Conference, Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company, is announcing and demonstrating exclusive workforce engagement technology advancements powered by automation, predictive analytics, knowledge and next-best action guidance to foster greater speed, ease and accuracy in how employees perform their jobs. The result is smarter, seamless service delivery in an era of increasingly complex interactions.

In its report “2018 Customer Service Trends: How Operations Become Faster, Cheaper—and Yet, More Human,” Forrester states that the market is at a tipping point. “Customers contact enterprises at a greater rate over a greater number of channels… Enterprises react by adding headcount—an unsustainable strategy. You must transform operations by developing strength in automation, AI [Artificial Intelligence] and knowledge.”1

Gartner notes in its “Magic Quadrant for Workforce Engagement Management” research—in which Verint is named a Leader—that “Key market and societal shifts require a repositioning of how organizations manage employee engagement within their contact centers.”2 It goes on to state, “The impact a motivated and engaged employee can have—not just on operational performance but also on the customer experience—should not be underestimated and should help justify future investment.”3

New Capabilities Present the Right Information at the Right Time Through Real-Time Analytics

New automation capabilities from Verint draw on the power of real-time speech analytics to sift through millions of pieces of information and dynamically present the right knowledge to the agent based on speech patterns, all at the right time to resolve complex customer inquiries.

This technology represents a significant step forward in simplifying customer engagement. Interactions are analyzed as they unfold, and agents are automatically notified when they should use a relevant knowledge article or process—making even the most complex interactions more efficient to handle.

When interacting with customers, agents are presented with the right information to provide, or the right process to execute, without needing to run searches. Based on real-time conversations, agents can leverage the software to deliver answers more efficiently and accurately with less training. These in-the-moment capabilities simplify interactions, and improve customer engagement and loyalty.

The solution also addresses demand for modern technology by today’s contact center agents, who are less willing to stay in a work environment void of tools that assist them in performing their jobs well. With this Verint technology, agents are empowered through the use of automation that assists with the more tedious aspects of their jobs. Rather than spending frustrating minutes searching through countless files, agents now can focus on engaging with the customer.

The company provides similar capabilities across all non-voice contact center interactions as well. If a customer types a chat, SMS, Facebook message or other text-based inquiry, the agent automatically receives suggestions of what knowledge article to use or what next-best action to take.

Click here to learn more about Verint Workforce Engagement offerings for the contact center, back office and branch—along with the broader Verint Customer Engagement portfolio, including offerings for self-service, voice of the customer, compliance and fraud mitigation.

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.

Sources: 1: Forrester, “2018 Customer Service Trends: How Operations Become Faster, Cheaper—and Yet, More Human,” January 24, 2018. 2-3: Gartner, Inc. “Magic Quadrant for Workforce Engagement Management,” February, 6, 2018.

Gartner Disclaimer: Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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, 2018 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, MAKE BIG DATA ACTIONABLE, CUSTOMER-INSPIRED EXCELLENCE, INTELLIGENCE IN ACTION, IMPACT 360, WITNESS, VERINT VERIFIED, KANA, LAGAN, VOVICI, GMT, VICTRIO, AUDIOLOG, CONTACT SOLUTIONS, NEXT IT, OPINIONLAB, ADTECH, TERROGENCE, SENSECY, VERBA, EG SOLUTIONS, NXTERA, CUSTOMER ENGAGEMENT SOLUTIONS, CYBER INTELLIGENCE SOLUTIONS, VOICE OF THE CUSTOMER ANALYTICS, NEXTIVA, EDGEVR, RELIANT, VANTAGE, STAR-GATE, ENGAGE, CYBERVISION, FOCALINFO, 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.

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