Verint Extends Leadership in Customer Engagement with Six “CRM Service Awards” from CRM Magazine

Verint^® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company^™, today announced that it has again been recognized as a leader in the customer engagement market by industry analysts and media—this time receiving five “Leader” honors in the newly published “CRM Service Awards.” CRM Magazine awarded Verint leader status in the categories of Workforce Optimization (WFO), Enterprise Feedback Management (EFM), Interactive Voice Response (IVR), Contact Center Analytics, and Contact Center Search (i.e., knowledge management). The company was also showcased as “One to Watch” in the Customer Case Management software category.

No other software company received the breadth and depth of acknowledgement across six of nine total categories analyzed.^* In the area of IVR, Paul Stockford, president and principal analyst at Saddletree Research, noted, “Adaptive IVR that impacts the customer experience is revolutionary. Verint truly leads the market with its ability to provide personalized customer service within the context of a multimodal interaction.”

In the WFO category, Dick Bucci, chief analyst at Pelorus Associates, stated that “Over the years, Verint has continued to grow both organically and through strategic acquisitions. Verint pioneered the workforce optimization concept in 2005 and has continued to refine the design and add new applications, such as analytics, enterprise voice of the customer and voice authentication.” Stockford added: “Verint continues to be the trailblazer and innovator. It has essentially mastered the art of workforce optimization to the benefit of the industry as a whole.”

In the article discussing the Contact Center Search category, judge Kate Leggett, vice president and principal analyst at Forrester Research, noted that Verint’s Knowledge Management solution is “strong.” The article goes on to say that it “will only continue to improve, particularly as the company brings into its portfolio artificial intelligence and natural language technology.”

In the area of EFM, Verint’s depth of functionality was cited, and reinforced by John Ragsdale, vice president of technology and social research at the Technology Services Industry Association (TSIA), who said that company’s EFM solution “offers excellent breadth and depth, and its platform includes strong social capabilities.”

For the category of Contact Center Analytics, Verint was recognized for having a “strong showing all around” with a solution that judge Stockford referred to as “a strong contender from a strong company and customer journey visionary.” Later in the article, judge Ian Jacobs, principal analyst at Forrester Research, added, “Verint has started some creative packaging. For example, its automated quality offering incorporates speech analytics without requiring a full-on speech analytics deployment.”

According to CRM Magazine editors, “The pace of technological advancement remained steady, as the continued growth of artificial intelligence, machine learning and cloud computing means that contact center applications are smarter, faster and better able to help customers help themselves.” The 2018 CRM Service Awards April issue went on to say that “The trend toward self-service, in the form of chatbots and intelligent virtual assistants armed with natural language understanding, does not figure to diminish the role of human agents, who are now freed up to handle knottier problems, often working alongside their automated colleagues.”

Adds Verint’s Nancy Treaster, senior vice president and general manager of strategic operations for customer engagement solutions, “CRM Magazine’s perspectives on market trends and growth areas in its current April publication are well aligned to what we’re seeing in terms of interest in and uptake of technologies designed to simplify, modernize and automate customer engagement.”

To learn more about Verint’s award-winning solutions, click here.