Abstract

This IDC Market Perspective presents details of Verint's analyst event, which took place virtually on December 8 and 9, 2021. In December 2021, Verint, a global provider of customer engagement and conversational AI offerings, hosted its annual Analyst Day. During this two-day event, Verint went into detail on its overall strategy, portfolio, and recent product updates, including several recently announced AI-powered capabilities for providing real-time and post-call agent assistance. This IDC Market Perspective reviews these announcements in the context of customer needs for customer experience technologies including conversational AI, experience management, and workforce management technologies as well as Verint's strategy and competitive positioning.

"Verint's recent product updates and focus on conversational AI are providing much-needed AI-based augmentation to help the company's customers provide better experiences," said Hayley Sutherland, senior research analyst, Conversational AI and Intelligent Knowledge Discovery at IDC.

"There is currently an unprecedented demand on customer care environments," added Mary Wardley, program vice president, Customer Care and CRM at IDC. "Overall, the event demonstrated Verint's continued focus on customers' needs for customer experience technologies."

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