MELVILLE, N.Y., April 6, 2017 –
Verint® Systems Inc. (Nasdaq: VRNT) today announced that it has earned multiple honors in CRMmagazine’s newly published “2017 Service Awards,” an annual recognition program that distinguishes innovation and success in customer service and support. Among the honors, Verint received the top “Service Winner” award in the Workforce Optimization (WFO) category for the 10th consecutive year, while also being named to the highest honor in the Interactive Voice Response category. The company also received “Service Leader” awards in the categories of Contact Center Search and Case Management.
CRM evaluated technology 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.
According to CRM magazine, in the category of Workforce Optimization, “Verint Systems continues its long reign as the category leader, and for good reason, analysts agree.” The publication notes that Verint’s score in customer satisfaction “was the highest satisfaction score on the leaderboard.” Paul Stockford, an awards judge and chief analyst for Saddletree Research, points to the company as representing “the gold standard” for the WFO category.
“When we talk to Verint customers about why they chose the vendor, many of them specifically cited the unification of its WFO suite,” noted judge Ian Jacobs, principal analyst at Forrester Research, in The 2017 CRM Service Leaders: Workforce Optimization, a destinationcrm.com article about the Awards. “Verint has knitted together all of the tools brands need to manage their customer service organizations into a unified whole.”
“Winner” for Interactive Voice Response Category
In its latest issue, CRM notes that “Contact Solutions was acquired by Verint Systems in February 2016, giving it the backing of one of the strongest companies in the contact center space.” Editors of the publication add that “It was already a strong competitor in its own right among a crowded field of IVR vendors, having captured a 4.0 score in depth of functionality and solid numbers in the other categories. Its adaptive IVR, though, is what sets it apart.” Paul Stockford adds that for a company “to offer that level of customer knowledge and service in an IVR solution is game-changing.”
Verint Knowledge Management™ has again been named a leader in the Contact Center Search category, and according to CRM’s analyst judges, “[Verint] has a good vision for the future, is competitive and offers a complete product.” Earning the highest scores in depth of functionality is testament to how Verint helps customers empower employees with the knowledge and tools they need to provide the best possible customer experience.
The company also was named a leader in the Case Management category, earning high scores for depth of functionality. In The 2017 CRM Service Leaders: Customer Case Management, another destinationcrm.com article, Jacobs explains that “a focus on complex service processes still sets [Verint] apart,” and that “the product strategy still looks very good.” Leveraging this solution, organizations can optimize simple and complex customer service processes by automating repetition, enhancing compliance and reducing overall operating costs.
Verint’s WFO, voice self-service, knowledge management and case management solutions can be deployed on-premises or in the cloud, and part of the company’s Customer Engagement Optimization™ portfolio.