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Verint Earns High Scores in DMG Consulting Report on Speech Analytics Solutions

Report also notes greatest number of customer wins and highest seat growth among vendors.
Posted Nov 8, 2018
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Verint, a customer engagement company, announced that it has received a perfect score in overall vendor satisfaction and the highest score in overall product satisfaction from customers in DMG Consulting LLC’s new 2018/2019 Speech Analytics Product and Market Report.

According to DMG Consulting, the report focuses on contact center uses of speech analytics (SA) and is intended to help contact center, IT, and enterprise leaders select the right vendor to meet their organization’s current and future needs. DMG Consulting explains that innovation in the speech analytics market is reinvigorating this highly valuable sector, forecasting that speech analytics will play a major role in understanding customer preferences, anticipating consumers’ behavior, which in combination with predictive analytics and real-time speech analytics, will guide transactions to successful outcomes and personalize the customer journey. The analyst firm also notes that companies who invest in the resources and best practices to build an effective SA program will realize significant benefits.

Verint’s results include:

  • A perfect score of 5.0 in overall vendor satisfaction--For this ranking, customers of each featured vendor were asked to rate their overall satisfaction with all aspects of their vendor relationship.

  • The highest average score among all featured vendors for 15 product satisfaction categories--For this ranking, customers rated vendors on product components including usability, ease of ongoing use and program maintenance, ability to leverage artificial intelligence and machine learning to enhance findings, audio mining capabilities, ease of integration with third-party applications, and the ability to recommend ways to address issues in real time.

  • Verint added the most seats and customers from March 2017 to June 2018 of any vendor covered in the report, achieving the highest volume of growth among market leaders.

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