Recognized as “Leader” in More Categories than Any Other
Vendor
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.”
To learn more about Verint’s award-winning solutions, click
here.
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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version on businesswire.com: https://www.businesswire.com/news/home/20180417005389/en/
Verint Systems Inc.Media and Analyst RelationsAnne
Pattonanne.patton@verint.comorInvestor RelationsAlan
Rodenalan.roden@verint.com
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