Verint Only Vendor Recognized by Gartner in Both the Magic Quadrant for CRM Customer Engagement Center & the Magic Quadrant f...
June 23 2021 - 8:30AM
Business Wire
Verint® (Nasdaq: VRNT), The Customer Engagement Company™, today
announced its recognition in Gartner, Inc.’s Magic Quadrant for the
CRM Customer Engagement Center1 (CEC) report, published June 15,
2021, by the research and advisory firm. In addition to being
recognized in this report, the firm also named Verint a Leader in
its 2021 Magic Quadrant for Workforce Engagement Management2 (WEM)
research earlier this year.
In this month’s CEC report, Verint was evaluated on 16 criteria
across two key areas—ability to execute and completeness of
vision—for its Engagement Management™ offering, including employee
desktop, knowledge management and many other applications, as part
of the Verint Customer Engagement Cloud Platform. According to the
report, “COVID-19 demanded immediate action from customer service
organizations and accelerated demand for, and adoption of, CECs at
scale. This Magic Quadrant evaluates 16 CRM CEC vendors to help
application leaders find the solution that best meets their current
and long-term needs.”
According to Gartner, “Customer Service and Support (CSS)
organizations must deliver consistent, effortless, intelligent and
personalized customer service to their customers. The ability to
orchestrate customer requests with assisted service, as well as
with self-service, is the second of the four pillars of great
customer service: getting connected; process orchestration;
resource management; analytics and insights.”
The Verint Customer Engagement Cloud Platform connects work,
data and experiences across the enterprise by drawing on the latest
advancements in AI-powered automation, engagement science and
connected data to meet ever-increasing, ever-shifting consumer
interactions and demands. It enables organizations to build
enduring relationships that scale across dozens of channels, many
diverse customer journeys, and millions of consumer
interactions.
“We are pleased to be the only provider to have customer
engagement solutions recognized in both Gartner reports,” says
Verint’s Celia Fleischaker, chief marketing officer. “Organizations
see the value of leveraging AI, automation and analytics to empower
employee work, improve customer experience and achieve operational
efficiencies. As an innovator in these disciplines, Verint works
with leading organizations from across the globe to help drive
differentiated experiences at scale for customers and
employees.”
According to a reviewer on Gartner Peer Insights engagement
management reviews and ratings3, “We were able to deploy a system
that supported our view to allow customers to reach us anytime,
from anywhere, on any device and be serviced by the best skilled
agent with knowledge infused processes. We couldn't have done it
without the Verint tools.” –Vice President/CIO in finance
industry
Gartner Disclaimers
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, express or
implied, with respect to this research, including any warranties of
merchantability or fitness for a particular purpose.
1Source: Gartner, Inc. Magic Quadrant for the CRM Customer
Engagement Center by Nadine LeBlanc and Jim Davies, June 15,
2021.
2Source: Gartner, Inc. Magic Quadrant for Workforce Engagement
Management by Jim Davies, Jim Robinson, Kim Dans and Mark Dauigoy,
April 26, 2021
3Gartner Peer Insights reviews constitute the subjective
opinions of individual end users based on their own experiences and
do not represent the views of Gartner or its affiliates.
About Verint
Verint® (Nasdaq: VRNT) helps the world’s most iconic brands –
including over 85 of the Fortune 100 companies – build enduring
customer relationships by connecting work, data and experiences
across the enterprise. The Verint Customer Engagement portfolio
draws on the latest advancements in AI and analytics, an open cloud
architecture, and The Science of Customer Engagement™ to help
customers close The Engagement Capacity Gap™.
Verint. The Customer Engagement Company™. Learn more at
Verint.com.
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, 2021, our Quarterly
Report on Form 10-Q for the quarter ended April 30, 2021, 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.
VERINT, THE CUSTOMER ENGAGEMENT COMPANY, BOUNDLESS CUSTOMER
ENGAGEMENT, THE ENGAGEMENT CAPACITY GAP and THE SCIENCE OF CUSTOMER
ENGAGEMENT are trademarks of Verint Systems Inc. or its
subsidiaries. Verint and other parties may also have trademark
rights in other terms used herein.
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Media Relations Amy Curry amy.curry@verint.com
Investor Relations Matthew Frankel
matthew.frankel@verint.com
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