Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement
Company™, today announced its inclusion in the newly published
Magic Quadrant for the CRM Customer Engagement Center report by
Gartner. In addition to being recognized in this report, the firm
also named Verint a Leader in its Magic Quadrant for Workforce
Engagement Management* research earlier this year.
In this latest report, Verint was evaluated on 15 criteria
across two key areas—“ability to execute” and “completeness of
vision”—for its Engagement Management™ solution, part of the
company’s broader Customer Engagement™ portfolio. Verint helps
organizations simplify, modernize and automate customer engagement
with powerful solutions that drive deeper loyalty, enhance business
performance, and accelerate processes across both assisted and
self-service channels. To build competitive advantage for the long
haul, leading organizations are focusing every part of their
businesses on engaging customers effectively, from the contact
center to back-office, branch, customer experience, marketing, IT,
and compliance operations.
The CRM Customer Engagement Center DefinedIn the 2018
Magic Quadrant for the CRM Customer Engagement Center (CEC)
research published May 16, 2018, Gartner “examines the global
market for customer service and support applications that enable
customer service and support agents to engage customers through
their preferred communication channel”1 and notes that the CRM
customer engagement center sector has emerged as “one of the
fastest-growing application software markets.”1
Gartner co-authors Michael Maoz, VP distinguished analyst, and
Brian Manusama, research director, open the report by stating that
“customers are demanding consistency of treatment when self-service
escalates to assisted service. In turn, application leaders will
demand that vendors provide channel synchronization, better use of
AI, team collaboration, contextual knowledge and event-centric
treatment.”2
Functionality evaluated in the Magic Quadrant includes
knowledge-enabled service resolution, mobile messaging, social
media/community management, along with interaction assistance tools
and service analytics dashboards. Gartner notes that to be included
in the report, vendors must “have a clear point of view on how to
escalate customer support from digital self-service to human agents
and back again, while retaining the context of the interaction for
reporting and future customer engagements.”3
“To be included in the research, the CEC applications used by
customer service agents also were required to have been designed to
operate seamlessly on a common platform, through common development
and integration tools, open APIs and a common graphical user
interface.”4
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.
*Sources: 1-4 Gartner, Magic Quadrant for the CRM Customer
Engagement Center by Michael Maoz, Brian Manusama, May 16, 2018.
Gartner, Magic Quadrant for Workforce Engagement Management by Jim
Davies, Simon Harrison, Drew Kraus, February 6, 2018. In Gartner’s
Magic Quadrant for Workforce Engagement Management (formerly named
Customer Engagement Center Workforce Optimization) research
published February 6, 2018, the firm states that “Workforce
engagement management (WEM) solutions expand on the already mature
workforce optimization (WFO) market by also accommodating
technologies that help drive employee engagement within the
customer engagement center.”
Gartner does not endorse any vendor, product or service depicted
in its research publications, and does not advise technology users
to select only those vendors with the highest ratings or other
designation. Gartner research publications consist of the opinions
of Gartner’s research organization and should not be construed as
statements of fact. Gartner disclaims all warranties, expressed or
implied, with respect to this research, including any warranties of
merchantability or fitness for a particular purpose.
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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ENGAGE, CYBERVISION, FOCALINFO, SUNTECH, and VIGIA are trademarks
or registered trademarks of Verint Systems Inc. or its
subsidiaries. Other trademarks mentioned are the property of their
respective owners.
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Verint Systems Inc.Media RelationsAnne
Pattonanne.patton@verint.comorAnalyst RelationsRyan
Zukryan.zuk@verint.comorInvestor RelationsAlan
Rodenalan.roden@verint.com
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