Recognized for Having a “Vision to Unify Customer Service, Agent Utilization and Performance Capabilities”
MELVILLE, N.Y., December 17, 2015 – Verint® Systems Inc.(NASDAQ: VRNT) today announced that it has been named a Leader inForrester Research, Inc.’s new The Forrester Wave™: Customer Service Solutions for Enterprise Organizations, Q4 2015 report published December 16, 2015.
Forrester evaluated Verint Engagement Management™—which represents solutions from the company’s acquisition of KANA® Software and is part of Verint’s broader Customer Engagement Optimization portfolio—alongside 10 additional solutions, noting Verint for its focus “on the intersection of business process management (BPM), knowledge management and omnichannel management.”1 Forrester further stated that Verint Engagement Management has “well rounded case and channel management capabilities that guide agents through process flows.”2
The company’s “product strategy is to deeply integrate [their] agent desktop with [their] workforce optimization solutions to simplify the customer service technology ecosystem,” write the Forrester report co-authors Kate Leggett, vice president and principal analyst, and Ian Jacobs, senior analyst. “Verint Engagement management is a good fit for B2C companies with high interaction volumes that must standardize complex customer processes.”3
This Forrester Wave report further noted that Verint, via its February 2014 acquisition of KANA, “has a vision to unify customer service, agent utilization and performance capabilities for a higher quality of service delivered.”4
Forrester’s comprehensive 36-criteria evaluation examines “breadth of capability, strategy and market presence” for enterprise customer service solutions. Vendors evaluated have “case management, knowledge management, omnichannel management and business intelligence” capabilities, and, in order to be included in the report, “must have common services for data management, authentication, administration, configuration, identity and permissions management.”
“Progressive, customer-centric organizations are seeking guidance and support for both incremental and transformational projects that can help optimize their customer engagement,” says Elan Moriah, president, Verint Enterprise Intelligence Solutions™ and Verint Video and Situation Intelligence Solutions™. “We believe our engagement management solutions for customer service are well suited to assist these organizations, and are delighted with Forrester’s evaluation in this important area of our business.”