#contactcenterworld, @Verint, @Gartner_inc
Melville, NY, USA, June, 2021 -- Verint(R) (Nasdaq: VRNT), a Customer Engagement Company™, 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."
"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
Posted by Veronica Silva Cusi, news correspondent
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.
Gartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
Published: Monday, June 28, 2021
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