Verint Open CCaaS Platform Recognized for Innovation in the 2023 CRM Industry Leader Awards
- Verint's open CCaaS strategy is praised for its digital-first approach and investment in AI capabilities.
- Verint's ability to analyze engagement data and its robust WEM capabilities are highlighted as strengths.
- None.
Verint Honored as a Leader in Contact Center Infrastructure, Contact Center Interaction Analytics, and Workforce Engagement Management
These awards recognize the leading vendors who point the way forward and drive innovation with the best products and capabilities in customer service, marketing, and sales. The CRM Industry Leader Award winners are determined by an expert panel made up of fifteen industry analysts and consultants.
The winners were announced by industry analysts Paul Greenberg and Brent Leary on the CRM Playaz livestream with CRM magazine Publisher, Bob Fernekees, and Editor, Leonard Klie. The magazine’s September 2023 issue provides an overview of the top five solution winners in each category.
In regards to Verint’s recognition in the Contact Center Infrastructure category, CRM notes that Verint’s digital, open contact center-as-a-service (CCaaS) strategy has caught the attention of analysts and consultants alike. Rebecca Wettemann, CEO and principal analyst of Valoir, notes, “Verint’s open CCaaS is focused on helping customers optimize their contact centers, taking a digital-first, not telephony-first, approach. The company is continuing to invest in platform capabilities, such as AI, that can be reused across multiple channels and an open architecture that helps customers to evolve and optimize channels at their own pace.”
In the summary of Industry Leaders in the Contact Center Interaction Analytics category, CRM notes that Verint has long been an analytics powerhouse, and its portfolio only grows stronger as it keeps adding new technologies and data sources. Wettemann says, “Verint’s ability to analyze all engagement data (omnichannel interactions, survey data, and workforce performance data) with the appropriate analytical tools, including its Da Vinci AI, as well as its open data hub that enables customers to rapidly import and export data for analysis, means it can help customers understand and maximize the opportunities to automate interactions and improve outcomes.”
Regarding Verint being named an Industry Leader in the Workforce Engagement Management (WEM) category, Wettemann notes, “Verint continues to have one of the most robust sets of WEM capabilities and is focused on extending them beyond the agent to the back office, branch office, and other employees.”
“CRM magazine recognizes the most innovative vendors in the customer engagement space for the past 22 years. It is gratifying to be honored as an industry leader in three categories this year, due in part to our open CCaaS platform and strategy, which we introduced in June,” says Verint’s Celia Fleischaker, chief marketing officer. “This new open approach to the traditional contact center environment is giving brands the flexibility to innovate and grow at their own pace and ultimately elevate customer experience.”
Visit Verint Open CCaaS™ Platform to learn more.
About Verint
Verint® (NASDAQ: VRNT) helps the world’s most iconic brands continuously elevate the customer experience (CX) and reduce operating costs. More than 10,000 organizations in 175 countries – including over 85 of the Fortune 100 companies – rely on Verint’s open customer engagement platform to harness the power of data and AI to maximize CX automation.
Verint. The Customer Engagement Company®. 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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Sue Huss
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Investor Relations
Matthew Frankel
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Source: Verint
