Verint Voice of the Customer Platform Wins 2021 MetriStar Top Provider Award
September 14 2021 - 8:30AM
Business Wire
Report Reveals Verint VoC Platform Users Experience
Significant Revenue Growth and Customer Ratings, Employee
Satisfaction and Agent Efficiency Improvements
Verint® (Nasdaq: VRNT), The Customer Engagement Company™,
announced today that its Voice of the Customer (VoC) Platform has
been named a Top Provider in the 2021 Metrigy MetriStar Awards, in
recognition of the solution’s value in driving high business
success and above-average customer sentiment ratings.
Verint is one of two vendors to earn “Top Provider” accolades
out of a field of 15 VoC providers evaluated. By analyzing customer
satisfaction ratings and “before-and-after” business improvement
metrics, Metrigy found organizations using leading VoC solutions,
including the Verint VoC platform, realized significant gains in
revenue growth (+40.5%), customer ratings (+118%), employee
satisfaction (+52.1%) and agent efficiency (+61.2%), among other
improvements. In addition, the analysis revealed that Verint
customers are highly satisfied using the platform, with an
impressive overall sentiment rating of 3.33/4.0 that underscores
Reporting and Output Capabilities and Ease of Programming as
top-performing areas (3.64 and 3.55, respectively).
VoC platforms are essential to driving customer experience
improvement initiatives. By capturing customer opinions, feedback,
preferences, and expectations, organizations benefit from
data-driven actionable insights to improve customer and agent
experience, boost business metrics, and gain competitive
advantage.
According to Metrigy’s recent Customer Experience (CX) and
Workforce Optimization research study, the adoption of VoC programs
is a growing area of focus. The report reveals that while only 41.5
percent of organizations surveyed have a VoC plan in place, another
30.7 percent plan to implement in 2021.
“A VoC program is crucial in helping organizations evaluate and
improve upon their customer experience strategies,” said Robin
Gareiss, CEO and principal analyst, Metrigy. “Based on customer
experience with Verint, it’s clear Verint is well positioned to
deliver a solid VoC platform. Earning a Top Provider award in a
crowded field of contenders speaks volumes about Verint’s
capabilities.”
Verint’s VoC offering is a fully connected platform that enables
organizations to listen, analyze, and act on speech, text, and
operational customer insight across channels to help brands deliver
standout customer experience programs. Enabled by artificial
intelligence (AI), machine learning (ML) and analytics, Verint
provides organizations in every industry with rich VoC insights to
help improve how they measure and understand customer experiences,
while also empowering them to prioritize the improvements that will
have the greatest business impact.
“This customer study proves the critical role VoC solutions play
in achieving measurable improvements across crucial business areas
– from revenue growth and cost reduction to increased efficiency
and customer/employee satisfaction,” says Verint’s Kevin Daly,
global vice president and general manager, experience management.
“We’re proud to see Verint VoC customers achieving outstanding
successes across the board. We continue to drive innovations in our
VoC platform to enable companies to operationalize customer
experience insights and drive marked business improvements.”
Verint Experience Management solutions support unique Voice of
the Customer programs for thousands of brands and include
Enterprise Experience, Digital Experience, Predictive Experience,
Digital Behavior Analytics, Interaction Analytics, Speech Analytics
and Text Analytics applications. Learn more at Verint Experience
Management.
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 July 31, 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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