target audience: TECH SUPPLIER Publication date: Jul 2023 - Document type: Market Note - Doc Document number: # US51004623
Game On in Las Vegas as Verint Pushes to Close the Engagement Gap with Growing CX Automation Announcements
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Abstract
This IDC Market Note discusses announcements and innovations presented at the Verint Engage 2023 user conference held in Las Vegas in June 2023. Key themes at the event were the use of artificial intelligence and generative AI in customer experience, agent assist, and call center technologies to improve agent performance and customer satisfaction. Verint differentiates by offering a totally open solution that allows customers to choose best-of-breed applications specifically suited for their needs. Brands today have significant amounts of voice of the customer data available, but they need solutions such as Verint's that can capture that data, unify the data, analyze the data for insights, and act on the data in real time to provide amazing customer experiences across the whole customer journey.