MELVILLE, N.Y.--(BUSINESS WIRE)--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 six “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.”
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About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, over 10,000 organizations in more than 180 countries—including over 85 percent of the Fortune 100—count on intelligence from Verint solutions to make more informed, effective and timely decisions. Learn more about how we’re creating A Smarter World with Actionable Intelligence® at www.verint.com.
*CRM Magazine’s annual Service Leader Awards names one winner and four leaders (listed alphabetically) in each of nine categories, using a proprietary selection formula. The overall award rating is based on a composite score of company revenue and analyst ratings for deployment costs, customer satisfaction, depth of functionality (or breadth of services, in the case of outsourcing), and company direction. (These ratings are based on a five-point scale, with 5 being the highest.) In addition, each category cites a “one to watch”—companies worth tracking for their potential to appear on that leaderboard in the future.
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, 2018 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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