WebRTC World Feature Article

July 18, 2014

Verint Customers Find Out What Their Customers are Saying on the Web


WebRTC is an open-source project that provides browsers with real-time communications (RTC) through Javascript API. RTC is likely to have a major impact on communications, as it increases to a $4.5-billion opportunity by 2018.

Into this environment comes Verint Systems, which is focused on actionable intelligence solutions. It is used for customer engagement, security intelligence, and preventing fraud, as well as minimizing risk and ensuring compliance.

“We provide companies, small and large, with performance through analytics, identifying actionable intelligence to make a difference in the organizations,” Oscar Alban, director of Solutions Marketing at Verint Systems, told Carl Ford during an interview at Web RTC Expo in Atlanta. To see the entire interview, please click here.

The company’s customers want to find out what their customers are saying on the web. The kinds of questions that are getting answered thanks to its analytic tools are: “what are customers saying?” and “what is the sentiment behind what they are saying?” and “what are the trends?”

“They are expecting responses now,” Alban explained during the interview.

Overall, speech text analytics are being used to examine data in recorded conversations with customers and in other customer conversations found in various channels. These channels include phone, social media, surveys, email and chat.

More than 10,000 organizations in over 180 nations use Verint solutions. Some of the more important vertical markets are banks, insurance companies, telcos, healthcare and retail.

It is noteworthy that Verint is expanding through acquisitions. For instance, Verint recently acquired Kana Software, to improve customer engagement. Kana provides web self-service and customer relationship management. They also offer agent desktop tools, knowledge management and case management.

“That was a very natural fit for us, with what is happening in the marketplace,” Alban said about the acquisition. Another acquisition was Victrio, which focuses on fraud prevention and identity authentication. It is most frequently used by the financial services field.

As technology changes with WebRTC and similar innovations, Verint will continue to provide its customers with needed services. 




Edited by Adam Brandt




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