When it comes to workforce optimization, actionable intelligence and customer engagement optimization, Verint—a company celebrating its 20th anniversary—knows a thing or two about innovation. In fact, the pre-recorded message of “This call might be recorded for quality assurance” was created by the pioneering company.
“To go from a small company with one product to a billion-dollar product, you have to stay ahead of the game,” Oscar Alban, director of solutions marketing for Verint, told WebRTCworld at the WebRTC Conference & Expo, taking place from June 17-19 in Atlanta. “We are looking at trends that are in the future, trying to identify and connect the links between what we are doing today and how that will expand and flow into the future.”
“We identify the next waves and what’s around the corner,” he added.
And that intuition has paid off. Currently, Verint solutions are found in more than 150 countries and used by over 10,000 customers across the globe. Its solutions help organizations in three key markets—customer engagement optimization, security intelligence, and fraud, risk and compliance—by aggregating data and analytics to bolster customer engagement and enhance security.
In the past two decades, the company has revolutionized the voice of the customer, workforce optimization and customer journey mapping spaces, staying true to its call center roots but expanding quickly into the enterprise sector. Its commitment to bleeding-edge solutions is evidenced by its recent acquisition of KANA Software, a leader in customer service solutions delivered both on-premises and in the cloud.
“The acquisition enabled us to really deliver on an omni-channel strategy,” Alban said. “We make sure we have the cutting-edge technologies that can deliver on that customer experience.”
For Verint, a major focus of the company is the idea of workforce optimization, or finding and identifying actionable intelligence throughout the enterprise that companies can utilize to make more informed business decisions around processes, people and customer engagement. Specifically, Verint is looking to make big splashes in a relatively new space, referred to as customer engagement optimization—or the process of gaining deep insight into customer interactions, data and processes across different communications channels.
Today’s customers engage with companies across a variety of vehicles—from social media to web chat to email. But currently many of these communications vehicles are siloed and not owned by the same group. As such, customers have to repeat themselves across the channels, a process the fuels frustration and a negative customer experience. Verint is focused on bringing customer engagement optimization solutions to its customers so they have the right technologies in place to create a stellar experience.
“We were the first ones in the workforce optimization space, and now we are the first ones in this customer engagement optimization space,” Alban said. “This whole new space is really exciting for us because it’s probably the biggest change that we have seen in years.”
“It’s not just about technology—we realize that,” Alban said. “If you don’t have these understandings and strategies in place, it’s not going to work.”
Verint’s forward-thinking approach has resulted in the company capturing sizeable market share across a number of verticals—from financial to telco to healthcare to retail—as well as dabbling in new solutions such as next-generation voice biometrics, thanks to its recent acquisition of Victrio, an innovator in fraud prevention and identity authentication solutions.
So what’s next for the company, coming off the heels of its 20th anniversary?
“We will be going back to our customer engagement optimization point, which will bring up a lot of opportunities for us,” Alban explained. “Companies love the concept, they love the messaging and it’s right down the alley of where they are building a lot of strategy. They are looking for a partner to deliver.”
“Verint has always been viewed as a thought leader,” he added. “We have a lot of work on our side to do always, but it pays off.”
Edited by
Maurice Nagle
