Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, today announced its inclusion in Gartner, Inc.’s Magic Quadrant for the CRM Customer Engagement Center* (CEC) report, published June 11, 2019, by the research and advisory firm. In addition to being recognized in this report, the firm also named Verint a Leader in its Magic Quadrant for Workforce Engagement Management** (WEM) research earlier this year.
In the June CEC report, Verint was evaluated on 15 criteria across two key areas—ability to execute and completeness of vision—for its Engagement Management™ solution, part of the company’s broader Customer Engagement™ portfolio.
Verint solutions simplify, modernize and automate customer engagement by enabling organizations to strike the right balance between elevating the customer experience and improving operational efficiency across both assisted and self-service channels.
Gartner CEC report analysts, Brian Manusama, Nadine LeBlanc, and Simon Harrison state, “The best of today’s CEC applications have tools for both agents and customers. For this Magic Quadrant, vendors had to have clear views about how to escalate customer support from digital self-service to human agents (and to de-escalate it again), while retaining interactions’ context for the purposes of reporting and improving customer engagements. Additionally, their CEC applications for use by customer service agents must have been designed to operate seamlessly on a common platform by means of common development and integration tools, open APIs and a common graphical user interface.”
Validation of company strategy
“As the customer engagement company, we are pleased to be the only firm to have our solutions recognized in both reports,” says Verint’s President Elan Moriah. “We believe that Verint is a customer engagement visionary with a proven track record of delivering significant business impact for our customers. Leading organizations across industries and around the world choose Verint to help them elevate customer engagement to a competitive differentiator for their entire company, and trust Verint to power their evolution toward modern customer engagement.”
*Source: Garnter, Inc. Magic Quadrant for the CRM Customer Engagement Center by Brian Manusama, Nadine LeBlanc and Simon Harrison, June 11, 2019.
**Source: Gartner, Inc. Magic Quadrant for Workforce Engagement Management by Simon Harrison and Jim Davies, February 12, 2019.
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.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization and cyber intelligence. Today, over 10,000 organizations in more than 180 countries—including over 85 percent of the Fortune 100—count on intelligence from Verint solutions to make more informed, effective and timely decisions. Learn more about how we’re creating A Smarter World with Actionable Intelligence® at www.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, 2019, our Quarterly Report on Form 10-Q for the quarter ended April 30, 2019, 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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