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CRM Magazine’s 2016 Service Awards Recognize Verint Customer Engagement Optimization Solutions in Multiple Categories

Fri Feb 26, 2016

Verint Named Top Winner in Workforce Optimization for Ninth Consecutive Year

Company Recognized as a Leader in Contact Center Search and Enterprise Feedback Management  

MELVILLE, N.Y., February 26, 2016Verint® Systems Inc. (NASDAQ: VRNT) today announced that it has earned multiple honors in CRM magazine’s 2016 “Service Awards,” an annual recognition program which distinguishes innovation and success in customer service and support. Among the honors, Verint was named the top winner in the Workforce Optimization (WFO) category—a position it has held for nine consecutive years. The company also received “Service Leader” awards for Contact Center SearchandEnterprise Feedback Management.

These solutions—part of Verint’s broader Customer Engagement Optimization portfolio—are designed to help organizations enhance customer and employee engagement by enriching interactions, improving business processes and optimizing the workforce.

CRM evaluated companies based on a composite score of their reputation for customer satisfaction, depth of functionality, company direction, and five-year cost for software and maintenance.

Verint Holds #1 Position for Workforce Optimization

According to CRM magazine, Verint “continues to hold the title, scoring highest among the leaders in depth of functionality.” As a nine-time winner in the WFO category, Verint led other industry vendors by a wide margin in both direction and depth of WFO functionality.

Awards judge Paul Stockford, chief analyst at Saddletree Research, comments that Verint is “leading the market in the evolution of WFO to customer service management and customer experience optimization.”

In the article, Ian Jacobs—senior analyst at Forrester and also an awards judge—adds that Verint “has been a leader in showing the future direction of the customer service technology market in which WFO, routing and customer service apps vendors will all be converging.” He notes that the company “continues to strengthen its already robust product line and has recruited and maintained partners that add real value to customers.”

Leadership in Contact Center Search and Enterprise Feedback Management

In the Contact Center Search category, the Verint-KANA® solution earned its highest score for functionality. Mitch Kramer, senior vice president and analyst at the Patricia Seybold Group, noted Verint’s support for various types of search and navigation as having “contextual capabilities [that] are very nice, especially implied search from case creation.”

Verint Enterprise Feedback Management (EFM) has maintained its placement on the CRM Service Award leaderboard for the past seven years. The solutions, according to R “Ray” Wang, awards judge and founder of Constellation Research, “are bringing a good set of options to existing clients who want richer integrated solutions.”

Awards judge Leslie Ament, senior vice president and principal analyst at Hypatia Research, adds that Verint “has developed a portfolio of offerings that enable organizations to act upon and operationalize voice-of-the-customer insights,” noting that Verint provides speech, text and engagement analytics solutions. 

“We’re honored to be recognized by CRM and the analyst community for our customer engagement optimization solutions and functionality,” says Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise Intelligence Solutions. “Verint remains focused on delivering solutions that support organizations’ efforts to deliver seamless, personalized and contextual experiences across channels to heighten customer and employee engagement.”

About Verint Systems Inc.
Verint® is a global leader in Actionable Intelligence®, which has become a necessity in a dynamic world of massive information growth. By empowering organizations with crucial insights, Verint solutions enable decision makers to anticipate, respond and take action, and make more informed, effective and timely decisions. Our solutions are designed to address three important areas of the actionable intelligence market: customer engagement optimization; security intelligence; and fraud, risk and compliance. Verint’s vision is to create A Smarter World with Actionable Intelligence®, and today, more than 10,000 organizations in over 180 countries—including over 80 percent of the Fortune 100—already benefit from this vision. Learn more at www.verint.com and NASDAQ: VRNT. 

This press release contains "forward-looking statements," including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2015, our Quarterly Report on Form 10-Q for the quarter ended October 31, 2015, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.

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