Market Perspectives

The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an enterprise. Our goal is to recognize technology and providers that have introduced noteworthy digital innovations to advance business and IT.

Ventana Research has awarded Verint its prestigious 2024 Customer Experience Digital Innovation Award for Verint Da Vinci AI-Powered Bots and TimeFlex bot. This award is given to the provider that best exemplifies innovation in applications and technologies that support engagement with customers for any purpose. All finalists in the areas of expertise — AI, Analytics and Data, Customer Experience, Digital Business, Digital Technology, Human Capital Management, Marketing, Office of Finance, Office of Revenue and Operations and Supply Chain — are considered for this award.

The demand for more agile and workflow-oriented approaches has rapidly become a priority for every enterprise.

Providing a satisfactory customer experience continues to be a top priority for leading enterprises, but increasingly they are realizing that they cannot do so while continuing to rely on their CRM investment and existing processes and technology. Current tools used to manage marketing, sales and customer service activities are focused on internal efficiency and do not deliver the experience expected by customers along their entire journey of engagement with an enterprise. New digital technologies are changing how customer agents are managed and how they execute their tasks, enabling simpler yet more effective interactions with contact centers and placing more intelligence in customer experience processes. These new technology tools are making it possible to more effectively understand the complete voice of the customer, renovate digital commerce systems and enable a more effective digital subscription model.

Ventana Research selected Verint for the 17th Annual Customer Experience Digital Innovation Award for its work in identifying the specific use cases in which to deploy AI, and its efforts to put dollar figures on the proposed benefits and ROI.

Verint has been looking for ways to translate very complex interdepartmental technologies into use cases and benefits for people in specific roles. That has been part of their messaging as well as product development.

Enterprises should look at the technology model Verint is offering and consider it for its openness, its focus on control of data and the resolute way the company associates ROI with specific use cases in both contact centers and broader CX. If you have not examined how Verint and Verint Da Vinci AI-Powered Bots and TimeFlex bot can help your enterprise, it is well worth your time. Congratulations, Verint, for your continued innovation.