Verint announced its recognition in Gartner, Inc.’s Magic Quadrant for the CRM Customer Engagement Center1 (CEC) report, published June 15, 2021, by the research and advisory firm. In addition to being recognised in this report, the firm also named Verint a Leader in its 2021 Magic Quadrant for Workforce Engagement Management2 (WEM) research earlier this year.
In this month’s CEC report, Verint was evaluated on 16 criteria across two key areas—ability to execute and completeness of vision—for its Engagement Management™ offering, including employee desktop, knowledge management and many other applications, as part of the Verint Customer Engagement Cloud Platform. According to the report, “COVID-19 demanded immediate action from customer service organisations and accelerated demand for, and adoption of, CECs at scale. This Magic Quadrant evaluates 16 CRM CEC vendors to help application leaders find the solution that best meets their current and long-term needs.”
According to Gartner, “Customer Service and Support (CSS) organisations must deliver consistent, effortless, intelligent and personalised customer service to their customers. The ability to orchestrate customer requests with assisted service, as well as with self-service, is the second of the four pillars of great customer service: getting connected; process orchestration; resource management; analytics and insights.”
The Verint Customer Engagement Cloud Platform connects work, data and experiences across the enterprise by drawing on the latest advancements in AI-powered automation, engagement science and connected data to meet ever-increasing, ever-shifting consumer interactions and demands. It enables organisations to build enduring relationships that scale across dozens of channels, many diverse customer journeys, and millions of consumer interactions.
“We are pleased to be the only provider to have customer engagement solutions recognised in both Gartner reports,” says Verint’s Celia Fleischaker, chief marketing officer. “Organisations see the value of leveraging AI, automation and analytics to empower employee work, improve customer experience and achieve operational efficiencies. As an innovator in these disciplines, Verint works with leading organisations from across the globe to help drive differentiated experiences at scale for customers and employees.”
According to a reviewer on Gartner Peer Insights engagement management reviews and ratings3, “We were able to deploy a system that supported our view to allow customers to reach us anytime, from anywhere, on any device and be serviced by the best skilled agent with knowledge-infused processes. We couldn’t have done it without the Verint tools.” –Vice President/CIO in finance industry.
For more information, please read the press release here.
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1Source: Gartner, Inc. Magic Quadrant for the CRM Customer Engagement Centre by Nadine LeBlanc and Jim Davies, June 15, 2021.
2Source: Gartner, Inc. Magic Quadrant for Workforce Engagement Management by Jim Davies, Jim Robinson, Kim Dans and Mark Dauigoy, April 26, 2021
3Gartner Peer Insights reviews constitute the subjective opinions of individual end users based on their own experiences and do not represent the views of Gartner or its affiliates.