Workforce Management Featured Article
Verint Celebrates Leader Status
Customer engagement company Verint recently revealed it has been recognized twice as an industry leader in CRM Magazine’s 2021 Industry Leader Awards. The company secured a spot for itself in categories that include Best Workforce Optimization (WFO) and Best Contact Center Analytics.
As part of the nomination process, competing customer experience companies were subject to a rigorous investigation of 10 specific aspects of business operations, such as customer service, sales, and marketing. After this research was completed, a panel of industry professionals were then asked to judge which brand they were most likely to recommend.
Vernit was named as a top CRM industry leader largely due to the company’s advancements in omnichannel customer experience, monitoring capabilities, as well as advanced analytical features. The company’s Speech and Text Analytics solution was noted as a power tool for improving engagement, as well as its Workforce Engagement Solution, which helped secure the award for the Best Workforce Optimization category.
“Being named a CRM Industry Leader reflects our commitment to innovations in AI and automation to redefine the customer and employee experience and achieve omnichannel success, including offering new digital touchpoints for customer service through social channels – all with the purpose to help our customers orchestrate a digital-first customer journey and create differentiated experiences at scale," commented Celia Fleischaker, Chief Marketing Officer, Verint (News - Alert).
CRM Magazine noted the achievements of Verint over the last year, but admitted that the company has been an innovative leader for quite some time, especially in analytics:
"Its latest efforts have centered on unifying its various contact center, data, analytics, and knowledge products into enterprise-wide interaction hubs, a move that will position it well for years to come. Also of note is the company’s efforts to infuse its Da Vinci AI and Analytics—which includes advanced machine learning models, natural language processing, sentiment, intent models, and analytics engines—into the Verint Customer Engagement Cloud Platform."
Edited by Maurice Nagle
