Verint® Systems, Inc. today announced that it has been named a Leader in Forrester Research, Inc.’s new The Forrester Wave™: Customer Service Solutions for Enterprise Organizations, Q4 2015 report published December 16, 2015.
Forrester evaluated Verint Engagement Management™ which represents solutions from the company’s acquisition of KANA® Software and is part of Verint’s broader Customer Engagement Optimization portfolio alongside 10 additional solutions, noting Verint for its focus “on the intersection of business process management (BPM), knowledge management and omnichannel management.”1 Forrester further stated that Verint Engagement Management has “well rounded case and channel management capabilities that guide agents through process flows.”2
The company’s “product strategy is to deeply integrate [their] agent desktop with [their] workforce optimization solutions to simplify the customer service technology ecosystem,” write the Forrester report co-authors Kate Leggett, vice president and principal analyst, and Ian Jacobs, senior analyst. “Verint Engagement management is a good fit for B2C companies with high interaction volumes that must standardize complex customer processes.”3
This Forrester Wave report further noted that Verint, via its February 2014 acquisition of KANA,“has a vision to unify customer service, agent utilization and performance capabilities for a higher quality of service delivered.”4
Forrester's comprehensive 36-criteria evaluation examines “breadth of capability, strategy and market presence” for enterprise customer service solutions. Vendors evaluated have “case management, knowledge management, omnichannel management and business intelligence” capabilities, and, in order to be included in the report,“must have common services for data management, authentication, administration, configuration, identity and permissions management.”
“Progressive, customer-centric organizations are seeking guidance and support for both incremental and transformational projects that can help optimize their customer engagement,” says Elan Moriah, president, Verint Enterprise Intelligence Solutions™ and Verint Video and Situation Intelligence Solutions™. “We believe our engagement management solutions for customer service are well suited to assist these organizations, and are delighted with Forrester’s evaluation in this important area of our business.”
About Verint Systems, Inc.
Verint® (verint.com) is a global leader in Actionable Intelligence®, which has become a necessity in a dynamic world of massive information growth. By empowering organizations with crucial insights, Verint solutions enable decision makers to anticipate, respond and take action, and make more informed, effective and timely decisions. Our solutions are designed to address three important areas of the actionable intelligence market: customer engagement optimization; security intelligence; and fraud, risk and compliance. Verint’s vision is to create A Smarter World with Actionable Intelligence®, and today, more than 10,000 organizations in over 180 countries including over 80 percent of the Fortune 100 already benefit from this vision.
1-4 Forrester Research, Inc., The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015, December 16, 2015.
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, 2015, our Quarterly Report on Form 10-Q for the quarter ended October 31, 2015, 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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