Verint®, The Customer Engagement Company™, announced its inclusion in the newly published Magic Quadrant for the CRM Customer Engagement Center report by Gartner. In addition to being recognized in this report, the firm also named Verint a Leader in its Magic Quadrant for Workforce Engagement Management* research earlier this year.
In this latest 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 helps organizations simplify, modernize and automate customer engagement with powerful solutions that drive deeper loyalty, enhance business performance, and accelerate processes across both assisted and self-service channels. To build competitive advantage for the long haul, leading organizations are focusing every part of their businesses on engaging customers effectively, from the contact center to back-office, branch, customer experience, marketing, IT, and compliance operations.
The CRM Customer Engagement Center Defined
In the 2018 Magic Quadrant for the CRM Customer Engagement Center (CEC) research published May 16, 2018, Gartner “examines the global market for customer service and support applications that enable customer service and support agents to engage customers through their preferred communication channel”1 and notes that the CRM customer engagement center sector has emerged as “one of the fastest-growing application software markets.”1
Gartner co-authors Michael Maoz, VP distinguished analyst, and Brian Manusama, research director, open the report by stating that “customers are demanding consistency of treatment when self-service escalates to assisted service. In turn, application leaders will demand that vendors provide channel synchronization, better use of AI, team collaboration, contextual knowledge and event-centric treatment.”2
Functionality evaluated in the Magic Quadrant includes knowledge-enabled service resolution, mobile messaging, social media/community management, along with interaction assistance tools and service analytics dashboards. Gartner notes that to be included in the report, vendors must “have a clear point of view on how to escalate customer support from digital self-service to human agents and back again, while retaining the context of the interaction for reporting and future customer engagements.”3
“To be included in the research, the CEC applications used by customer service agents also were required to have been designed to operate seamlessly on a common platform, through common development and integration tools, open APIs and a common graphical user interface.”4
*Sources: 1-4 Gartner, Magic Quadrant for the CRM Customer Engagement Center by Michael Maoz, Brian Manusama, May 16, 2018. Gartner, Magic Quadrant for Workforce Engagement Management by Jim Davies, Simon Harrison, Drew Kraus, February 6, 2018. In Gartner’s Magic Quadrant for Workforce Engagement Management (formerly named Customer Engagement Center Workforce Optimization) research published February 6, 2018, the firm states that “Workforce engagement management (WEM) solutions expand on the already mature workforce optimization (WFO) market by also accommodating technologies that help drive employee engagement within the customer engagement center.”
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