Exclusive: How Verint's customer experience is thriving with Open AI
Verint, a company known for the phrase "your call may be recorded for quality or training purposes," is a prominent player in the customer service industry. Founded in 1994, Verint has become a global leader in CX automation, focusing 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 market standing. Verint has a vast clientele, serving major banks, insurance companies, telecommunications providers, and government departments with solutions to enhance customer and employee experiences.
Evolution of Verint
Riddle highlighted the shift in customer interactions over the past few decades, emphasizing the importance of optimizing both customer experience and operational efficiency. The company's open platform, allowing integration of data from various sources, has been instrumental in its success.
Utilization of AI
Verint leverages artificial intelligence (AI) engines, ensuring data security and privacy while improving customer engagement. The company offers AI-driven solutions such as Interactive Virtual Assistants (IVA) and Wrap-Up Bots to streamline processes and enhance customer service.
Continued Innovation
As Verint approaches its 30th anniversary, the company remains dedicated to innovation and adaptation, showcasing its solutions at events like "Engage on the Road 2024" in Australia. Verint's long history and its deep understanding of customer engagement contribute to its continued success in the market.
