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 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.
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.
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