News : Verint Expands Customer Engagement Market Leadership in Asia Pacific
Singapore, Oct. 14, 2019 -- Verint(R) Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, announced that it has increased its leadership in the Asia Pacific region, according to recent reports from DMG Consulting LLC and Frost & Sullivan. In addition, Frost & Sullivan named Verint as the Contact Centre Optimization Solution of the Year.
In terms of market leadership, Frost & Sullivan’s report entitled, Asia Pacific Contact Center Applications Market CY 2018*, credited Verint with a market share that is higher than the number two competitor, across all contact center technologies. The report also cites Verint as the leading vendor in APAC QM Systems, APAC WFM Systems and APAC Analytics Systems. Verint was recognized as leading the Workforce Management, Quality Monitoring and Analytics segments across the region, as well as being the overall and segment leader in multiple countries, including Australia, India, Singapore, China and Hong Kong.
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According to Donna Fluss, president of DMG Consulting LLC, "Workforce optimization solutions have proven their ability to assist companies in improving productivity and quality while enhancing customer and agent satisfaction. Due to these benefits, companies in the APAC region are making substantial investments in WFO-related applications, including quality management and workforce management."
Commenting on the award, Krishna Baidya, Head – Customer Contact Research at Frost & Sullivan, said, "Verint’s strategy enables organizations to simplify, modernize, and automate their customer engagement operations and gain a sustainable competitive advantage, while balancing customer experience and cost in customer operations. The company has continuously expanded its analytics capabilities, strengthening all aspects of customer contact from agent performance optimization to customer and employee engagement."
Baidya continues, "Verint’s holistic approach in enhancing customer value and continued excellence in product innovation as well as local market focus has helped the vendor record over 16% YoY growth, thereby further strengthening its leadership position."
Verint’s President Asia Pacific, Ady Meretz is delighted by the momentum. "At Verint, we’re committed to helping our customers achieve their business goals through innovative solutions that drive deeper customer engagement. We are delivering the latest innovations and technologies including workforce engagement, intelligent self-service and voice of the customer driven by AI and automation to streamline all aspects of customer engagement. It is a great honour to be once again formally recognised by our peers and the market for our strategic and innovative work and be positioned as a leader in the QM, WFM, analytics and contact centre categories."
Posted by Veronica Silva Cusi, news correspondent
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Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
About DMG Consulting LLC:
DMG Consulting LLC is a strategic advisor to companies large and small. The company mission is to leverage technology, process and people to optimize operational efficiency, sales and profits for its clients. The actionable strategies and tactics effect change in internal process and technology to maximize the return from all customer-facing activities - sales, marketing and customer service. The company methodology includes in-depth analysis of all processes, systems and staff that touch customers.
Published: Wednesday, October 16, 2019
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