Verint Customer Engagement Solutions Continue Industry Momentum

6 Jul

Verint Systems Inc. has announced new industry recognition and market momentum for its Customer Engagement solutions. These include an industry analyst evaluation, solutions honor and series of customer wins.

Independent Research Firm Evaluation

Verint was among select vendors profiled in the new The Forrester Wave: Customer Service Solutions for Enterprise Organizations, Q2 2017 report published June 28, 2017. In this evaluation by the research firm, the company was named a “strong performer” and cited among vendors noted for their breadth of capabilities and mature business practices.”1

In the research report, Verint received its top scores for business process and workflow tools, knowledge management, omnichannel routing, workforce management and quality management criteria.2 Forrester also specifically cited Verint’s customer service solutions for “robust knowledge management,” “mature channel management capabilities coupled with agent process guidance,” and “comprehensive reporting to manage service operations.”3

Co-authors Kate Leggett, vice president and principal analyst, and Ian Jacobs, principal analyst, also noted that “[Verint’s] vision is to unify customer service, agent utilization, and performance management for a higher quality of service—a vision that is in-line with the Forrester tenet of ecosystem consolidation for customer service.”4