New Machine Learning Capabilities Identify Customer Pain Points and
Outliers in CX Data
MELVILLE, N.Y.–(BUSINESS WIRE)–lt;a href=”https://twitter.com/hashtag/ActionableIntelligence?src=hash” target=”_blank”gt;#ActionableIntelligencelt;/agt;–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:
Constant monitoring of significant changes to NPS, CSAT or
driver scores based on past and predicted performance
Rapid investigation of most likely causes behind sudden changes
Real-time alerts via SMS or email to speed time to action and
“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.
Verint Systems Inc.
Verint Systems Inc.