ISG Research Report Identifies Verint as a Category Leader in Customer Experience Management
Verint (NASDAQ: VRNT) has been recognized as a customer experience category leader in a recent ISG Research report. The company's Open Platform, powered by behavioral data and Verint Da Vinci AI, ranked in the top three across two categories: Product Experience (Reliability and Usability) and Customer Experience. Verint was also cited as an 'exemplary' vendor in meeting overall product and customer experience criteria.
The ISG report highlights the shift from traditional CRM to Customer Experience Management (CXM), which focuses on interactions across the customer journey. Verint's approach to achieving AI business outcomes for customers has been validated, emphasizing cost reduction, enhanced customer experience, and immediate value delivery.
Verint (NASDAQ: VRNT) è stata riconosciuta come un leader nella categoria dell'esperienza cliente in un recente rapporto di ISG Research. La piattaforma aperta dell'azienda, alimentata da dati comportamentali e Verint Da Vinci AI, si è posizionata tra le prime tre in due categorie: Esperienza del Prodotto (Affidabilità e Usabilità) ed Esperienza del Cliente. Verint è stata anche citata come fornitore 'esemplare' nel soddisfare i criteri generali di prodotto e esperienza cliente.
Il rapporto ISG mette in evidenza il passaggio dal CRM tradizionale alla Gestione dell'Esperienza Cliente (CXM), che si concentra sulle interazioni lungo il percorso del cliente. L'approccio di Verint per raggiungere risultati aziendali tramite l'AI per i clienti è stato convalidato, sottolineando la riduzione dei costi, il miglioramento dell'esperienza cliente e la consegna immediata di valore.
Verint (NASDAQ: VRNT) ha sido reconocida como un líder en la categoría de experiencia del cliente en un reciente informe de ISG Research. La plataforma abierta de la empresa, impulsada por datos de comportamiento y Verint Da Vinci AI, se ubicó entre las tres mejores en dos categorías: Experiencia del Producto (Confiabilidad y Usabilidad) y Experiencia del Cliente. Verint también fue citada como un proveedor 'ejemplar' en el cumplimiento de criterios generales de producto y experiencia del cliente.
El informe de ISG destaca el cambio del CRM tradicional a la Gestión de la Experiencia del Cliente (CXM), que se centra en las interacciones a lo largo del viaje del cliente. El enfoque de Verint para lograr resultados empresariales de AI para los clientes ha sido validado, enfatizando la reducción de costos, la mejora de la experiencia del cliente y la entrega inmediata de valor.
Verint (NASDAQ: VRNT)는 최근 ISG 리서치 보고서에서 고객 경험 카테고리 리더로 인정받았습니다. 행동 데이터와 Verint Da Vinci AI로 구동되는 회사의 오픈 플랫폼은 두 가지 카테고리에서 상위 3위에 랭크되었습니다: 제품 경험(신뢰성 및 사용성)과 고객 경험. Verint는 전체 제품 및 고객 경험 기준을 충족하는 '모범' 공급업체로 인용되었습니다.
ISG 보고서는 전통적인 CRM에서 고객 경험 관리(CXM)로의 전환을 강조하고 있으며, 이는 고객 여정 전반의 상호작용에 중점을 두고 있습니다. 고객을 위한 AI 비즈니스 결과를 달성하기 위한 Verint의 접근 방식은 검증되었으며, 비용 절감, 향상된 고객 경험, 즉각적인 가치 제공을 강조하고 있습니다.
Verint (NASDAQ: VRNT) a été reconnu comme un leader dans la catégorie de l'expérience client dans un récent rapport de ISG Research. La plateforme ouverte de l'entreprise, soutenue par des données comportementales et Verint Da Vinci AI, s'est classée parmi les trois premières dans deux catégories : Expérience Produit (Fiabilité et Utilisabilité) et Expérience Client. Verint a également été cité comme un fournisseur 'exemplaire' pour le respect des critères globaux de produit et d'expérience client.
Le rapport ISG met en avant le passage du CRM traditionnel à la Gestion de l'expérience client (CXM), qui se concentre sur les interactions tout au long du parcours client. L'approche de Verint pour atteindre des résultats commerciaux basés sur l'IA pour les clients a été validée, soulignant la réduction des coûts, l'amélioration de l'expérience client et la livraison immédiate de valeur.
Verint (NASDAQ: VRNT) wurde in einem aktuellen ISG Research-Bericht als Marktführer im Bereich Kundenerfahrung ausgezeichnet. Die Open Platform des Unternehmens, die durch Verhaltensdaten und Verint Da Vinci AI unterstützt wird, belegte in zwei Kategorien die Top 3: Produkterfahrung (Zuverlässigkeit und Benutzerfreundlichkeit) und Kundenerfahrung. Verint wurde außerdem als 'vorbildlicher' Anbieter für die Erfüllung der allgemeinen Produkt- und Kundenerfahrungsstandards genannt.
Der ISG-Bericht hebt die Verlagerung vom traditionellen CRM zur Kunden-Experience-Management (CXM) hervor, die sich auf Interaktionen während der gesamten customer journey konzentriert. Der Ansatz von Verint zur Erreichung von KI-Geschäftsergebnissen für Kunden wurde validiert, wobei Kostensenkung, verbesserte Kundenerfahrung und sofortige Wertschöpfung betont werden.
- Recognized as a customer experience category leader by ISG Research
- Ranked in the top three for Product Experience and Customer Experience categories
- Cited as an 'exemplary' vendor for overall product and customer experience criteria
- Verint's AI-driven solutions praised for improving business outcomes and customer experience
- None.
Insights
The ISG Research report positioning Verint as a category leader in Customer Experience Management (CXM) is moderately positive for the company. While it doesn't provide specific financial metrics, it does highlight Verint's strong market position and technological capabilities. The report's focus on AI-driven solutions and business outcomes aligns with current industry trends, potentially boosting investor confidence in Verint's future growth prospects.
However, investors should note that being named a category leader doesn't necessarily translate directly to financial performance. The CXM market is competitive, with 19 vendors evaluated in this report alone. Verint's top-three ranking in two categories is commendable, but the long-term impact on revenue and market share remains to be seen.
Overall, this news suggests Verint is well-positioned in a evolving market, but investors should look for concrete financial results and customer adoption metrics in future earnings reports to validate the potential impact of this recognition.
Verint's strong performance in ISG's report, particularly in Product Experience and Customer Experience categories, underscores the company's technological prowess. The mention of Verint's Open Platform with behavioral data and Verint Da Vinci AI at its core is particularly noteworthy. This suggests Verint is at the forefront of integrating AI and data analytics into CXM solutions, a critical differentiator in today's market.
The shift from traditional CRM to CXM represents a significant market opportunity. Verint's focus on customer journey management and AI-driven insights positions them well to capitalize on this trend. However, the tech landscape is rapidly evolving and maintaining a leadership position will require continued innovation and investment.
Investors should monitor Verint's R&D spending and new product launches to ensure they're staying ahead of the curve in this competitive space.
While this report is positive for Verint's market position, its direct financial impact is not immediately clear. Being recognized as a category leader could potentially lead to increased sales and market share, but this is not guaranteed. Investors should look for concrete evidence of this recognition translating into financial gains in upcoming quarterly reports.
Verint's focus on AI-driven solutions and business outcomes aligns with high-growth areas in the tech sector. This could potentially lead to higher profit margins if Verint can effectively monetize these advanced capabilities. However, the competitive nature of the CXM market may put pressure on pricing and margins.
It's worth noting that Verint's stock (NASDAQ: VRNT) may see a short-term boost from this news, but long-term performance will depend on the company's ability to convert this recognition into tangible financial results. Keep an eye on customer acquisition costs, revenue growth and profit margins in future earnings reports.
AI Business Outcomes and CX Automation Drive Innovation and Improve Customer Experience
In this new category report focused on business outcomes, ISG assessed how well business applications address enterprise customer experience requirements. Out of 19 vendors, the Verint Open Platform, designed with behavioral data and Verint Da Vinci AI at the platform core, ranked in the top three across two categories: Product Experience (Reliability and Usability) and Customer Experience. Verint is also cited among the leading providers as an “exemplary” vendor in meeting overall product and customer experience criteria.
According to the Customer Experience Management (CXM) Buyers Guide, CXM is a suite of applications built on a common platform that offers a complete view of customer activity. The research assessed support for analytics, customer journey management, knowledge management, CRM platform support, operational resource management and process control and optimization.
“The decades-old CRM software category has been focused on departmental and application-centric approaches,” says Keith Dawson, research director, CX, ISG Research. “Today, the CXM approach is focused on an organization’s interactions across the customer journey, which represents a pivotal shift away from traditional contact center operations. Insights derived from customer behaviors and data with modern, AI-driven solutions drive a better customer experience and improved business outcomes.”
“We are leading the CX industry and changing the contact center landscape,” says Verint’s Jaime Meritt, chief product officer. “ISG’s evaluation validates our unique approach to achieving AI business outcomes for our customers, dramatically reducing costs and enhancing customer experience, delivering immediate value and fostering brand loyalty that sets them apart from competitors.”
Learn more by reading the ISG Research Customer Experience Management Buyers Guide and visiting Verint Open Platform.
About Verint
Verint® (NASDAQ: VRNT) is a leader in customer experience (CX) automation. The world’s most iconic brands - including more than 80 of the Fortune 100 companies - use the Verint Open Platform and our team of AI-powered bots to deliver tangible AI business outcomes across the enterprise.
Verint, The CX Automation Company™, is proud to be Certified™ by Great Place To Work®. Learn more at 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, 2023, 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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FAQ
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