Verint Recognized for Customer Engagement Leadership in 2021 CRM Industry Leader Awards
October 13 2021 - 8:30AM
Business Wire
The Customer Engagement Company Earns Accolades for
Innovations in Cloud, AI, and Analytics Critical to Drive
Digital-First Customer Experience Excellence Across the
Enterprise
Verint® (NASDAQ: VRNT), The Customer Engagement Company™, today
announced it was recognized in The 2021 CRM Industry Leader Awards
by CRM Magazine in the Best Workforce Optimization (WFO) and Best
Contact Center Analytics categories.
CRM’s Annual Industry Leader Awards are given to the top five
vendors in 10 categories spanning sales, marketing, and customer
service. CRM magazine asked its panel of judges, comprised of
industry analysts and consultants, which CRM platforms in a
particular category, including customer service, they would
recommend and are most trusted in the industry today.
Selected for advances in omnichannel customer experience,
predictive analytics and real-time monitoring capabilities, Verint
continues to be a leading innovator in speech analytics. Verint
recently acquired Conversocial, adding to its capabilities around
social media and messaging channels, but CRM magazine notes that
Verint has long been a powerhouse in the analytics space: “Its
latest efforts have centered on unifying its various contact
center, data, analytics, and knowledge products into
enterprise-wide interaction hubs, a move that will position it well
for years to come. Also of note is the company’s efforts to infuse
its Da Vinci AI and Analytics—which includes advanced machine
learning models, natural language processing, sentiment, intent
models, and analytics engines—into the Verint Customer Engagement
Cloud Platform.”
Verint Speech and Text Analytics uses AI and machine learning to
surface customer sentiment and powerful insights that help
organizations improve customer experience, drive efficiency, and
increase sales performance. The solution automatically discovers
and analyzes words, phrases, categories, themes and emerging trends
from 100 percent of customer interactions and reveals areas of
opportunity or concern. Verint currently processes more than seven
billion calls, seven trillion words per year, transcribing and
analyzing calls in over 77 languages and variants across its global
customer base. Verint speech and text analytics are consistently
top-rated by customers and are some of the most widely deployed
solutions in the world. The addition of Conversocial will expand
its robust support for digital customer engagement, with
connections to most of the commonly used messaging channels,
including Apple Business Chat, Facebook Messenger, Twitter, and
WhatsApp.
Verint’s Workforce Engagement (WFE) solution was named the top
vendor in the WFO category, and CRM magazine states, “Verint’s
industry leadership can be seen in the number of companies that
have partnered with Verint to bring its WFM solutions to their own
contact center offerings. These include Fuze and 8x8, both of which
inked integration partnerships with Verint in just the past few
months.”
Verint’s WFE offering brings together functionality for
automated quality monitoring and recording; speech, text, and
desktop and process analytics; workforce management; performance
management, and more. The solutions help organizations improve
performance and profitability by empowering contact center, branch,
and back-office operations to deliver exceptional customer
experiences while also reducing costs.
“Leveraging analytics to unlock meaning and intent puts
organizations at the forefront of exceptional customer engagement,”
says Verint’s Celia Fleischaker, chief marketing officer.
“Optimizing the contact center workforce that supports this
mission-critical effort is key. Being named a CRM Industry Leader
reflects our commitment to innovations in AI and automation to
redefine the customer and employee experience and achieve
omnichannel success, including offering new digital touchpoints for
customer service through social channels – all with the purpose to
help our customers orchestrate a digital-first customer journey and
create differentiated experiences at scale.”
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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