Verint made star of the show

When Verint Systems chose to announce the introduction of its latest piece of kit Customer Interaction Analytics (CI Analytics) at this year’s Call Centre Expo, little did it know that it would also be taking away the coveted “Best Product” prize at this year’s European Call Centre Awards.

The new technology is an innovative enterprise analytics offering aimed squarely at helping organisations to transform customer relationships through actionable intelligence. Combining platform-agnostic speech analytics with a proven ‘interaction intelligence’ methodology, the idea is to help organisations enhance customer retention and satisfaction, increase first call resolution and improve sales and self-service effectiveness.

What’s more, CI Analytics operates independently of call recording infrastructure that may already be deployed in the enterprise. And because it’s designed to be delivered as a managed service via a network of certified consulting partners, CI Analytics is ideally suited for large enterprises with traditionally high volumes of customer interactions.

For Verint, what made the product stand out to the judges of the technology award at this year’s show was how much it helps people actually prove there’s a customer service problem and then remedy the issue.

Understandably, the organisation was delighted to have been shortlisted – and utterly thrilled to take the overall prize. As the organisation’s marketing director Rob Wint put it: “We’re ecstatic with the win. For us, it validates not only the speech analytics market, but also all the work and learnings we’ve been undertaking for the past few years in this area.”