Firm scoops applause in both Magic Quadrant for CRM and Workforce Engagement Management for Fourth Consecutive Year
Verint was the only vendor recognised in a new Gartner Magic Quadrant for its CRM efforts.
The company announced its recognition in Gartner’s Magic Quadrant for the CRM Customer Engagement Centre report 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 Management research earlier this year.
Verint’s Celia Fleischaker, chief marketing officer, said: “We are pleased to be the only provider to have customer engagement solutions recognised in both Gartner reports.
“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.”
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.
The report said: “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.