• Named Number One in Workforce Optimization for Eighth Consecutive Year;
• Recognized as Leader in Three Additional Categories: Enterprise Feedback Management, Contact Center Search and Customer Case Management.
The company also received “2015 Service Leader” honors in three additional categories including Enterprise Feedback Management, Contact Center Search and Customer Case Management.
The solutions part of Verint’s broader Customer Engagement Optimization portfolio are designed to help organizations enhance customer and employee engagement by enriching interactions, improving business processes and optimizing the workforce.
CRM evaluated companies based on their reputation for customer satisfaction, depth of functionality or services, company direction, and technology costs over a five-year period.
Verint Recognized as “Gold Standard” in Workforce Optimization
According to CRM magazine, Verint “continues to maintain its streak as the titleholder in this category.” As an eight-year winner in the WFO classification, Verint led by a wide margin in both direction and depth of WFO functionality.
Program Judge Paul Stockford, chief analyst at Saddletree Research, comments that Verint continues to “be the gold standard for WFO.” Stockford notes that Verint is “highly innovative, with a keen sense of understanding exactly what the market is looking for in order to optimize the customer experience.” He adds that the company’s “market-leading engagement analytics platform is setting the standard for understanding the customer.”
John Ragsdale, award judge and vice president of technology research for Technology Services Industry Association (TSIA), shares that “Verint keeps adding real strength to its product portfolio, has smart partnerships, and has begun to explain (and actually demonstrate) the benefits its KANA® Software acquisition can bring to its traditional customers and vice versa.”
Leadership in Enterprise Feedback Management, Contact Center Search and Customer Case Management
The Verint Enterprise Feedback Management™ (EFM) solution has maintained consecutive honors in being named a CRM Service Award Leader for the past six years. The solution was noted for its vast EFM capabilities and, according to Ray Wang, award judge, and founder and principal analyst at Constellation Research, its “broader product footprint is attractive to customers seeking a one-stop-shop approach.”
Verint also was recognized for the strategic value of its KANA acquisition, achieving Leader status in both the Contact Center Search and Customer Case Management categories. The organization was noted for making an impressive debut in the awards program with CRM editors noting that the Verint-KANA “union will result in a robust contact center search solution” with it earning the highest score in functionality for Contact Center Search.
In Case Management, the Verint-KANA solution again received the highest score in functionality. “Expanding beyond their KM and multichannel roots, KANA is gaining market share with their process-centric desktop tools for service, with growing integrations into Verint’s excellent voice-of-the-customer platform,” notes Ragsdale.
“It’s a great honor to be recognized in these four important categories by CRM and the analyst community for company direction, customer satisfaction, product functionality and the value tied to our customer engagement optimization solutions,” says Elan Moriah, president, Verint Enterprise Intelligence Solutions™ and Video and Situation Intelligence Solutions™.“As a company, we’re focused on helping organizations go beyond traditional customer experiences to optimize customer and employee engagement, build relationships, heighten loyalty, and achieve performance and financial objectives.”
About Verint Systems, Inc.
Verint® (verint.com) is a global leader in Actionable Intelligence® solutions. Actionable Intelligence is a necessity in a dynamic world of massive information growth because it empowers organizations with crucial insights and enables decision makers to anticipate, respond and take action. Verint Actionable Intelligence solutions help organizations address three important challenges: customer engagement optimization; security intelligence; and fraud, risk and compliance. Today, more than 10,000 organizations in over 180 countries, including over 80 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place.
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 and uncertainties, 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, 2014 and our Quarterly Report on Form 10-Q for the quarter ended October 31, 2014 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, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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