PRESS RELEASE: Verint® announced that it has earned multiple honors in CRM magazine’s 2016 “Service Awards,” an annual recognition program which distinguishes innovation and success in customer service and support. Among the honors, Verint was named the top winner in the Workforce Optimization (WFO) category—a position it has held for nine consecutive years. The company also received “Service Leader” awards for Contact Center SearchandEnterprise Feedback Management.
These 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 a composite score of their reputation for customer satisfaction, depth of functionality, company direction, and five-year cost for software and maintenance.
Verint Holds #1 Position for Workforce Optimization
According to CRM magazine, Verint “continues to hold the title, scoring highest among the leaders in depth of functionality.” As a nine-time winner in the WFO category, Verint led other industry vendors by a wide margin in both direction and depth of WFO functionality.
Awards judge Paul Stockford, chief analyst at Saddletree Research, comments that Verint is “leading the market in the evolution of WFO to customer service management and customer experience optimization.”
In the article, Ian Jacobs-senior analyst at Forrester and also an awards judge-adds that Verint “has been a leader in showing the future direction of the customer service technology market in which WFO, routing and customer service apps vendors will all be converging.” He notes that the company “continues to strengthen its already robust product line and has recruited and maintained partners that add real value to customers.”
Leadership in Contact Center Search and Enterprise Feedback Management
In the Contact Center Search category, the Verint-KANA® solution earned its highest score for functionality. Mitch Kramer, senior vice president and analyst at the Patricia Seybold Group, noted Verint’s support for various types of search and navigation as having “contextual capabilities [that] are very nice, especially implied search from case creation.”
Verint Enterprise Feedback Management™ (EFM) has maintained its placement on the CRM Service Award leaderboard for the past seven years. The solutions, according to R “Ray” Wang, awards judge and founder of Constellation Research, “are bringing a good set of options to existing clients who want richer integrated solutions.”
Awards judge Leslie Ament, senior vice president and principal analyst at Hypatia Research, adds that Verint “has developed a portfolio of offerings that enable organizations to act upon and operationalize voice-of-the-customer insights,” noting that Verint provides speech, text and engagement analytics solutions.
“We’re honored to be recognized by CRM and the analyst community for our customer engagement optimization solutions and functionality,” says Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise Intelligence Solutions™. “Verint remains focused on delivering solutions that support organizations’ efforts to deliver seamless, personalized and contextual experiences across channels to heighten customer and employee engagement.”