Verint: Leading the Way in Customer Engagement Innovation

Verint: Leading the Way in Customer Engagement

When you hear the phrase, “your call may be recorded for quality or training purposes,” chances are you are experiencing the work of Verint, a global leader in CX automation. Founded in 1994, Verint has built a massive reputation on innovation and adaptability, serving a vast and diverse clientele across different industries and regions.

In an exclusive interview with TechDay, Martyn Riddle, Verint’s Vice President of Marketing for the Asia Pacific region, shared insights into the company’s evolution and its current standing in the market. With nearly three decades of experience, Verint has grown to serve 10,000 customers, including 80 of the Fortune 100 companies.

Verint’s solutions have evolved to meet the changing nature of customer interactions, especially during the pandemic when organizations had to pivot quickly to remote, distributed teams. The company’s open platform, which allows for the integration of data from various sources, has been key to its success, along with its use of artificial intelligence (AI) to drive analytics and improve customer engagement.

Riddle highlighted several AI-driven solutions that Verint offers, including chatbots, transcription bots, and scheduling bots, all designed to enhance both customer and employee experiences. Looking ahead, Riddle sees AI as a driving force in the industry, but also emphasizes the importance of not becoming overly reliant on new technologies at the expense of proven methods.

What sets Verint apart from its competitors, according to Riddle, is the company’s long history and commitment to openness. As Verint approaches its 30th anniversary, the company continues to innovate and adapt, ensuring that it remains a leader in the customer engagement industry.

With events like Engage on the Road 2024 in Australia, Verint continues to showcase its solutions to new and existing customers, demonstrating why they are still leading the way in customer engagement.

In conclusion, Verint’s history of innovation, commitment to openness, and ability to adapt to changing customer needs have solidified its position as a global leader in CX automation. As the industry continues to evolve, Verint remains at the forefront, driving tangible business outcomes for some of the world’s most iconic brands.