Verint Appears in Gartner Customer Engagement MQ
Verint, a global leader in solutions for Actionable Intelligence and customer engagement strategies, recently announced a new achievement. The company officially appears in the highly sought-after Magic Quadrant by Gartner, for the CRM Customer Engagement Centre report. The MQ was published on the 11th of June 2019, highlighting some of the companies with the most to offer in the customer experience space.
The Verint brand wasn’t just recognised by the latest Gartner report, the research and advisory firm also highlighted Verint as a leader in its Magic Quadrant for Workforce Engagement Management earlier in the year too. The inclusion in multiple magic quadrant reports helps Verint to stand out as a real competitor in the customer engagement and optimisation space.
In the June report on Customer Engagement, Verint was evaluated on 15 criteria in the ability to execute and completeness of vision demonstrated in its Engagement Management solution – a component of the full Customer Engagement portfolio.
Modernising and Simplifying Customer Engagement
Gartner MQ Customer Engagement 2019 – click to enlarge
More than 10,000 companies in over 180 countries currently rely on Verint to deliver intelligent solutions to their customer engagement strategies. The Verint solutions analysed by Gartner this year are intended to automate and simplify customer engagement by helping companies to strike a perfect balance between improving operational efficiency and elevating customer experience. Both assisted, and self-service channels are supported by the solution.
The analysts from the Gartner CEC report, Nadine LeBlanc, Brian Manusama, and Simon Harrison noted that the best of the applications in the CEC environment today address the needs of both customers and agents. The latest Magic Quadrant required vendors to have a clear view about how they could escalate customer support from digital self-service solutions to human agents while retaining context. Additionally, the ease of use of the CEC applications for customer agents was also addressed, ensuring that it could operate seamlessly in a common platform thanks to APIs, integration tools, and an intuitive interface.
Two Pins in Verint’s Cap
Verint was the only firm to appear in both reports for Customer Experience management and Workforce management this year. The President of the company, Elan Moriah, said that he was thrilled to see Verint making strides in its chosen fields. Verint strives to stand out as a visionary in customer engagement, with a proven record of delivering significant results for customers. Verint’s team believes that the company has what it takes to truly transform the customer experience strategy for business around the world.
Already, over 85% of the Fortune 100 are using intelligence within Verint’s solution to help them make better decisions about their future and deliver better support to end users.