Verint Named a Leader for Voice of the Customer Platform in Research Firm Evaluation

Quadrant Knowledge Solutions Names Verint a Leader for Delivering Predictive Insights, Operational Efficiencies, Self-service Capabilities, and Enhanced Contextual and Hyper-personalized Experiences

Verint announced that Quadrant Knowledge Solutions has named Verint’s Experience Management a top performer and technology leader in the 2021 SPARK Matrix Analysis of the Global Voice of the Customer (VoC) Platforms Market.

Quadrant Knowledge Solutions conducted an in-depth analysis and evaluated the products, market presence, and value proposition for the major VoC platform … Read More

Verint Voice of the Customer Platform Wins 2021 MetriStar Top Provider Award

Report Reveals Verint VoC Platform Users Experience Significant Revenue Growth and Customer Ratings, Employee Satisfaction and Agent Efficiency Improvements

Verint announced today that its Voice of the Customer (VoC) Platform has been named a Top Provider in the 2021 Metrigy MetriStar Awards, in recognition of the solution’s value in driving high business success and above-average customer sentiment ratings.

Verint is one of two vendors to earn “Top Provider” accolades out of a field of 15 … Read More

New Forrester Report Names Verint as a Strong Performer in Customer Feedback Management

Verint is recognized as a Strong Performer in The Forrester WaveTM: Customer Feedback Management (CFM) Platforms, Q2 2021, which was released May 11, 2021.

The Forrester report noted that “Verint continues to provide CFM and VoC services to a large volume of customers across the globe, with a focus on unifying data across the enterprise and creating an omnichannel view that goes beyond the contact center.”

Verint received the highest score possible (5/5) … Read More

Putting Customers First in the Swirl of 2020

Improving the customer experience isn’t what it used to be, is it? Many challenges to serving customers were well underway before the world had to make its giant pivot earlier this year.  

Not surprisingly, how organizations listen to their customers has had to evolve too. We’re not even sure what “normal” is anymore. What we are sure about is customers are more sophisticated and many are pressed for time. This has forced a major … Read More

In conversation with… Manoj Menon

In the latest episode we go back to Singapore and speak to another renowned industry analyst Manoj Menon from the innovative new age research think tank Twimbit. Manoj has been involved in the contact centre and CX industry for over 2 decades, helping to set up the regional operations of one of the worlds most recognised research firms, where here worked for over 22 years. It might surprise you to learn that Manoj had a … Read More

451 Research Calls Verint a “Major Force in Pushing the Boundaries of VoC

It’s safe to say that the pandemic—with its global reach and vast impact on every industry imaginable—has once again reaffirmed the critical importance of customer experience.

In uncertain times such as these, offering a consistent, high-quality, efficient experience to your customers may well be remembered well into the future.

Independent technology research group 451 Research recently released a report on Verint’s Experience Cloud suite and stated the following:

“Verint is broadening the scope of its Read More

Customer Experience: Five Pillars to Reach a Sustainable Competitive Advantage

More than ever before, living and breathing the customer experience every day is critical.

Verint’s Ryan Hollenbeck, senior vice president, global marketing and executive sponsor of Verint’s customer experience (CX) program, continues his series for the Forbes Communications Council with a look at five key pillars to Verint’s customer experience program. He believes every company looking to improve its customer experience (CX) program can incorporate them to help strengthen customer centricity.

He shares his insights … Read More

The Next Evolution of Desktop Analytics

Desktop Analytics solutions are veterans of the call center industry, having been around for close to 10 years. However, new features are enabling organizations to leverage the insights captured in new and exciting ways.

Fundamentally, Desktop Analytics has three core capabilities:

  1. Capture activity and application use directly from the employee desktop without any integration with the systems and applications being used. This is handy, especially in back offices where legacy systems make it difficult to
Read More

Unifying Your Business through VoC: How a Holistic Approach Transforms CX Program Results

Findings from Aberdeen’s June 2019 Voice of the Customer study show that 83% of companies currently have a VoC program to support CX initiatives across all channels and business departments. However, 70% of them are not satisfied with their ability to use VoC data to achieve organizational goals. CX leaders report the top reason for their dissatisfaction is that they find the existing VoC data they have access to insufficient to gain substantial business insights.… Read More