Verint, announces its inclusion in Gartner, Inc.’s Magic Quadrant for the CRM Customer Engagement Center* (CEC) report, published June 11, 2019, by the research and advisory firm. In addition to being recognized in this report, the firm also named Verint a Leader in its Magic Quadrant for Workforce Engagement Management** (WEM) research earlier this year.

In the June CEC report, Verint was evaluated on 15 criteria across two key areas—ability to execute and completeness of vision—for its Engagement Management solution, part of the company’s broader Customer Engagement™ portfolio.

Verint solutions simplify, modernize and automate customer engagement by enabling organizations to strike the right balance between elevating the customer experience and improving operational efficiency across both assisted and self-service channels.

Gartner CEC report analysts, Brian Manusama, Nadine LeBlanc, and Simon Harrison state, “The best of today’s CEC applications have tools for both agents and customers. For this Magic Quadrant, vendors had to have clear views about how to escalate customer support from digital self-service to human agents (and to de-escalate it again), while retaining interactions’ context for the purposes of reporting and improving customer engagements. Additionally, their CEC applications for use by customer service agents must have been designed to operate seamlessly on a common platform by means of common development and integration tools, open APIs and a common graphical user interface.”

Validation of company strategy

“As the customer engagement company, we are pleased to be the only firm to have our solutions recognized in both reports,” says Verint’s President Elan Moriah. “We believe that Verint is a customer engagement visionary with a proven track record of delivering significant business impact for our customers. Leading organizations across industries and around the world choose Verint to help them elevate customer engagement to a competitive differentiator for their entire company, and trust Verint to power their evolution toward modern customer engagement.”

*Source: Garnter, Inc. Magic Quadrant for the CRM Customer Engagement Center by Brian Manusama, Nadine LeBlanc and Simon Harrison, June 11, 2019.

**Source: Gartner, Inc. Magic Quadrant for Workforce Engagement Management by Simon Harrison and Jim Davies, February 12, 2019.

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By: Verint