Verint is pleased to cement its industry-leading status as the top customer engagement company following recognition by Gartner as the only organisation to appear in 2018 Magic Quadrants for the CRM Customer Engagement Center and Workforce Engagement Management.
Inclusion in the newly published Magic Quadrant for the CRM Customer Engagement Center report comes after Verint was named a leader in Gartner’s 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.
The recognition shines a light on Verint’s sophisticated and automated customer and workforce engagement solutions that are helping businesses enhance CX performance, drive deeper brand loyalty and increase performance in service channels.
Verint’s critical engagement solutions are playing an ever-important role in fast-evolving business environments. In its report, Gartner noted that to build a competitive advantage for the long haul, leading organisations are focusing every part of their businesses on engaging customers effectively.
In the 2018 Magic Quadrant for the CRM Customer Engagement Center (CEC) research, published in May, 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” and notes that the CRM customer engagement centre sector has emerged as “one of the fastest-growing application software markets.”
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.”
As Verint takes its portfolio of customer engagement solutions to new heights, Gartner’s recent industry recognition is a strong testament to the global reach of the organisation’s leading customer engagement capabilities.