Verint Open CCaaS Platform Secures Top Honor for “Best Use of AI” at 2024 CX Awards

NEW DELHI, India, April 10, 2024 – Verint®, The Customer Engagement Company®, announced today that its Open Contact Center as a Service (CCaaS) Platform was named winner in the “Best Use of AI” category at the 2024 CX Awards. Verint Intelligent Virtual Assistant (IVA) was also recognized with a “highly commended” distinction in the “Best Conversational Intelligence Solution” category. These accolades underscore Verint’s position as a market leader in leveraging artificial intelligence (AI) to increase customer experience (CX) automation.

CX hosted the CX Awards where groundbreaking innovations and achievements in customer experience are celebrated worldwide. The panel of 16 judges was made up of prestigious industry experts and analysts. Judging was based on an organization’s ability to demonstrate innovation, improved experience, and execution.

Launched in June 2023, Verint Open CCaaS Platform enables organizations to modernize contact center operations at their own pace while leveraging AI to drive CX automation. By using AI-powered automation to lower costs while simultaneously elevating CX, brands can experience significant ROI. The Verint CCaaS Open Platform makes it possible to achieve best-in-class contact center operations without requiring a complete overhaul of existing technology. The approach also enhances agent and customer experiences by unifying engagement data, ensuring continuous AI training, and augmenting the human workforce with specialized AI-powered bots.

An integral component of the Verint CCaaS Platform, Verint IVA was also awarded the “highly commended” designation in the “Best Conversational Intelligence Solution” category. Powered by a vast natural language understanding library containing over 90,000 intents, Verint IVA transcends basic Q&A interactions to deliver actionable responses across multiple channels. With the ability to operate in over 40 languages, Verint IVA proactively aids customers by offering guided solutions, captures valuable insights, and seamlessly transitions interactions to live agents.

“Verint’s exceptional solutions and capabilities in the ‘Best Use of AI’ has helped push the category forward, and we are thrilled to see their accomplishments acknowledged at CX Awards 2024,” said Charlie Mitchell, senior editor at CX Today and host of the awards.

“We are honored to be among the many prestigious winners of the CX Awards,” says Verint’s David Singer, global vice president, go-to-market strategy. “This acknowledgment highlights our commitment to innovation in customer engagement and underscores the tangible benefits our IVA and Open CCaaS Platform bring to businesses worldwide. We remain dedicated to driving forward the capabilities of AI in elevating customer experiences.”