Verint Reviews & Pricing

Key Features

• Self-Service: Automate tasks and optimize service channels through personalized interactive voice response (IVR) and virtual assistants. Operationalize AI to assist customers and deliver personalized, real-time information on digital and voice channels. Provides call routing, instant issue resolution and multilingual support. 
• Communities: Build customized, dynamic customer communities to enhance engagement, capture insights and reduce agent dependency. Provide self-service tools like how-to guides, documentation, knowledgebase and discussion forums. 
• Analytics: Derive themes, trends and root causes by analyzing customer behavior across multiple channels including, chat sessions, social media posts, surveys and call recordings. 
  • Speech Analytics: Uncover insights about churn, satisfaction rates, persistent service issues, campaign impact, agent effectiveness and more by transcribing recorded calls. Automatically analyze categories, themes and trends via built-in workflows. 
  • Text Analytics: Analyze text-based interactions like chats, social media, surveys and emails to identify user sentiment automatically. Leverage chat-specific metrics like duration, idle time and the number of messages. 
  • Behavior Analytics: Replay customer sessions and capture clicks, taps and gestures on digital platforms. Identify problematic aspects and user struggles through form analysis, conversion maps and visualizations. 
• Protection and Compliance: Identify risks and vulnerabilities, and secure assets and employees. Verify customers and detect suspicious behavior through the identity authentication and fraud detection module. PCI, GDPR and CCPA compliant. 
• Experience Optimization: Understand customer journeys across all touchpoints, interactions and channels. 
  • Predictive Experience: Automatically gather feedback from interactions in a centralized location. Calculate the rankable experience scores and compare performance by benchmarking impact against competitors. Use the cause-and-effect framework to measure purchase, recommendation and return probabilities. 
  • Interaction Experience: Collect crucial information by delivering customizable, time-sensitive and contextual surveys via IVR. Set rules to automatically receive alerts, access links to call recordings and share reports. 
• Data Management: Uniformly view interaction data across all organizational systems and silos. Add transcriptions to speech-specific data and detect audio quality issues. 
• Artificial Intelligence: Detect data anomalies, identify opportunities, gauge customer sentiment and enhance operations by leveraging embedded analytics engines, NLP and machine learning models. 

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