Winner in ‘Best Workforce Optimization/Engagement Management’
and ‘Best Contact Center Interaction Analytics’ Categories
Verint® (NASDAQ: VRNT), The Customer Engagement Company®, today
announced that it was recognized as a winner in the ‘Best Workforce
Optimization/Engagement Management’ and ‘Best Contact Center
Interaction Analytics’ categories for the 21st annual CRM Industry
Leader Awards program honoring the best CRM solutions and
innovators.
The CRM Industry Leader Awards recognize the leading providers
in 11 categories pointing the way forward and driving innovation
with the best products and capabilities in customer service,
marketing, and sales.
Each year, CRM Magazine’s panel of expert analysts and
consultants are asked: If you had to recommend a CRM solution to a
loyal client, which would you choose, and why? CRM Magazine’s
September 2022 issue provides an overview of the top five solution
winners in each category.
Verint’s award-winning achievements include:
The Best Workforce Optimization/Engagement Management (WFO/WEM)
- CRM’s editorial notes, “Verint has probably been in the WFO/WEM
space the longest, and its experience shows,” and includes
commentary from several distinguished industry experts.
According to Dick Bucci, founder and chief analyst at Pelorus
Research, “Verint’s portfolio for contact centers and back-office
operations encompasses virtually every touchpoint of activity that
stands between the customer and the enterprise.”
Founder and Principal Analyst at McGee-Smith Analytics’ Sheila
McGee-Smith, states “Verint’s key benefit today is its continuing
support for both cloud and on-premises contact center solutions,”
noting that the company provides customers “consistent coverage
from, for example, Avaya to Amazon Connect, as a company
migrates.”
John Ragsdale, distinguished researcher, vice president of
technology ecosystems, at the Technology & Services Industry
Association (TSIA), notes Verint has advanced its product even
further recently with the addition of Verint Real-Time Agent
Assist™, which “provides real-time voice analytics and quality
monitoring, enabling faster feedback for support techs, which
facilitates real-time coaching.”
Finally, R. “Ray” Wang, founder and chairman of Constellation
Research observes that Verint’s customers, “love their core WFO and
their ability to use AI to augment productivity and improve
workforce engagement.”
The Best Contact Center Interaction Analytics - CRM’s editorial
notes that companies have demonstrated high demand for analytics,
particularly as they need to keep track of the large number of
agents who are still working at home or in hybrid environments, and
Verint Real-Time Agent Assist is named a Best Contact Center
Interaction Analytics solution.
Ragsdale says, “Verint’s move to incorporate its interaction
analytics products into other offerings, including bringing
real-time voice analytics and quality monitoring into its Real-Time
Agent Assist offering, allows for faster insights so agent coaching
is contextual.”
Bucci says, “Verint has done an exceptional job of pulling
together data points from its many contact center applications
under the Verint Cloud Platform™ to extract the underlying trends
and events that shape consumer behavior.”
“We are honored to be named a CRM Industry Leader by the
esteemed panel of expert analysts and consultants,” says Verint’s
Celia Fleischaker, chief marketing officer. “As customer
interactions grow in both volume and complexity, it’s critical to
ensure the workforce is equipped to engage with customers in the
right way at the right time, with AI-driven solutions to augment
workforce capacity.”
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, 2022, 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, VERINT DA VINCI, 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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version on businesswire.com: https://www.businesswire.com/news/home/20221011005277/en/
Media Relations Sue Huss sue.huss@verint.com
Analyst Relations Ryan Zuk ryan.zuk@verint.com
Investor Relations Matthew Frankel
matthew.frankel@verint.com
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