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 Verint in action. But Verint is much more than just a background player in the world of customer service. Founded in 1994, this global leader in CX automation has built a massive reputation on innovation and adaptability.

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 a vast and diverse clientele, including major banks, insurance companies, telecommunications providers, and government departments.

Verint’s solutions have evolved to meet the changing nature of customer interactions, particularly highlighted during the pandemic when organizations had to pivot quickly to remote, distributed teams. Verint’s open platform, which allows for the integration of data from various sources, has been key to its success. The company also utilizes AI to drive analytics and improve customer engagement, all while ensuring data privacy.

Riddle emphasized the importance of Verint’s openness and history of innovation, with some of the world’s most iconic brands relying on their solutions to create tangible business outcomes. From chatbots to AI-powered bots that transcribe and summarize customer calls, Verint offers a wide range of sophisticated solutions to enhance customer and employee experiences.

Looking ahead, Riddle sees AI as a driving force in the industry but also stresses the importance of not becoming overly reliant on new technologies at the expense of proven methods. With events like Engage on the Road 2024 in Australia, Verint continues to showcase its solutions and remain a leader in the customer engagement industry.

As Verint approaches its 30th anniversary, the company continues to innovate and adapt, ensuring that it remains at the forefront of the industry. With a deep understanding of how customers engage with organizations and a commitment to openness, Verint stands proud on its history while leading the way in customer engagement.