Voice of Customer Suite Cited as a “Strong Performer” and Recognized for a Shared Layer of Real-Time Journey Intelligence and Advanced Ingestion and Integration of Offline and Online Data Sources
MELVILLE, N.Y., September 19, 2017 – Verint® Systems Inc. (Nasdaq: VRNT) today announced it has been named a “Strong Performer” in the new The Forrester Wave™: Customer Journey Analytics Visioning Platforms, Q3 2017 report published September 14, 2017.
In the report, Verint received the highest possible score in the connecting the data, journey behavior and business impact analysis, design improvement, and workflow automation criteria.1 Forrester further cited the company for “advanced ingestion and integration of offline and online data sources, including qualitative data from speech and text analytics…”2
Forrester co-authors Joana van den Brink-Quintanilha, principal analyst, and Alex Causey, researcher, wrote that “[Verint’s] dashboard shines at letting users drill down and listen to individual customer service calls,” noting that Verint’s platform “[can be used] for anomaly detection, trend analysis, root cause analysis, and some predictive analytics.”3
“Listening to, analyzing and acting on the voice of the customer are critical for all organizations and industries,” says Verint’s Ben Smith, global vice president and general manager, Customer Experience Solutions. “Verint’s shared real-time intelligence helps brands identify customers’ needs, issues and preferences so they can take action within the context of each individual’s journey, in meaningful ways that both benefit customers and the organization serving them. Our strategic partnership with journey analytics thought-leader Andrew Reise Consulting and acquisition of digital feedback pioneer OpinionLab® are strong complements furthering the unique capabilities we bring to this space.”
Verint was among 13 vendors selected for Forrester’s Customer Journey Analytics Visioning Platforms evaluation and was specifically cited for helping with “[voice of the customer] data capture, workforce optimization, employee engagement, and security — all with a shared layer of real-time journey intelligence.”4
Forrester included vendors based on their ability to offer comprehensive journey analytics technology, provide evidence of customers’ successes, support access to a wide range of data sources, and generate strong interest among Forrester’s clients. Forrester further evaluated vendors against 27 criteria, grouped at a high level by strength of current offering, strategy, and market presence.5