Verint®, The Customer Engagement Company™ announced its recognition in Gartner, Inc.’s Magic Quadrant for the CRM Customer Engagement Center (CEC) report, published June 15, 2021, by the research and advisory firm. In addition to being recognized in this report, the firm also named Verint a pioneer in its 2021 Magic Quadrant for Workforce Engagement Management (WEM) research.
Evaluation criteria
In the CEC report, Verint has evaluated 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.
According to the report, “COVID-19 demanded immediate action from customer service organizations 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.”
Customer Service and Support
Four pillars of customer service: getting connected; process orchestration; resource management; analytics and insights"
According to Gartner, “Customer Service and Support (CSS) organizations must deliver consistent, effortless, intelligent and personalized 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.”
Cloud Platform
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 organizations to build enduring relationships that scale across dozens of channels, many diverse customer journeys, and millions of consumer interactions.
Customer engagement solutions
Verint works with organizations to help drive differentiated experiences at scale for customers"
“We are pleased to be the only provider to have customer engagement solutions recognized in both Gartner reports,” says Verint’s Celia Fleischaker, chief marketing officer.
“Organizations 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 organizations from across the globe to help drive differentiated experiences at scale for customers and employees.”
engagement management
According to a reviewer on Gartner Peer Insights engagement management reviews and ratings, “We were able to deploy a system that supported our view to allow customers to reach us anytime, from anywhere, on any device and be serviced by the best-skilled agent with knowledge-infused processes. We couldn’t have done it without the Verint tools,” said Vice President/CIO in the finance industry.