Verint Only Company Recognized by Gartner in Both 2016 Magic Quadrant for the CRM Customer Engagement Center and 2015 Magic Quadrant for Customer Engagement Center Workforce Optimization

Wed Mai 11, 2016

Customer Engagement Optimization Solutions from Verint Included in Magic Quadrant Evaluations

MELVILLE, N.Y., Mai 11, 2016Verint® Systems Inc. (Nasdaq: VRNT) today announced its inclusion in the newly published Magic Quadrant for the CRM Customer Engagement Center report by research and advisory firm Gartner, Inc. This marks the fourth year the company's solutions have been recognized in this evaluation for ability to execute and completeness of vision. The report evaluated Verint's Engagement Management™ solutions.*

 

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Press Release

Verint Only Company Recognized by Gartner in Both 2016 Magic Quadrant for the CRM Customer Engagement Center and 2015 Magic Quadrant for Customer Engagement Center Workforce Optimization

Wed Mai 11, 2016

Customer Engagement Optimization Solutions from Verint Included in Magic Quadrant Evaluations

MELVILLE, N.Y., Mai 11, 2016Verint® Systems Inc. (Nasdaq: VRNT) today announced its inclusion in the newly published Magic Quadrant for the CRM Customer Engagement Center report by research and advisory firm Gartner, Inc. This marks the fourth year the company's solutions have been recognized in this evaluation for ability to execute and completeness of vision. The report evaluated Verint's Engagement Management™ solutions.*

In addition to appearing in this new research, Gartner also positioned Verint the highest and furthest in the Leaders quadrant of the latest Magic Quadrant for Customer Engagement Center Workforce Optimization1 (WFO) report based on its completeness of vision and ability to execute—making it the only vendor in the market to appear in both Magic Quadrants.

Engagement management and workforce optimization solutions—along with customer analytics—are part of Verint's comprehensive Customer Engagement Optimization portfolio.

Evaluation Criteria

On an annual basis, Gartner evaluates the CRM Customer Engagement Center and Customer Engagement Center WFO technology landscape and places providers of the technologies in one of four quadrants. Vendors are evaluated across two key areas—"ability to execute" and "completeness of vision"—that cover 15 distinct criteria.

Ability to execute includes an evaluation on product or service, overall viability, sales execution/pricing, market responsiveness/record, marketing execution, customer experience and operations. Completeness of vision criteria covers market understanding, market strategy, sales strategy, offering (product) strategy, business model, vertical/industry strategy, innovation and geographic strategy.2

The CRM Customer Engagement Center Defined

In the new Magic Quadrant for the CRM Customer Engagement Center research published Mai 4, 2016, Gartner "examines the global market for customer service and support applications designed to engage customers through whichever channel they are using when they require assistance."3

As noted by report authors Michael Maoz, VP distinguished analyst, and Brian Manusama, research director, "Vendors' positions in this Magic Quadrant reflect the growing demand for cloud-based customer service applications to support agents who engage with customers through multiple channels."4

Functionality evaluated in the Magic Quadrant includes knowledge-enabled service resolution, and social media/community management and offer management, along with interaction assistance tools and service analytics dashboards. Gartner notes that these applications should have tools for both agents and customers, designed on a common platform."5 Critical capabilities that the firm cites cover case management/problem/service resolution; knowledge management; a full customer self-service suite that supports web and mobile channels; real-time decision-making and predictive analytics support for agents; an adaptive business rule engine; and enterprise feedback management.6

Customer Engagement Center WFO Defined

In Gartner's most recent Magic Quadrant for Customer Engagement Center Workforce Optimization research, published Dezember 8, 2015, the firm states that "Workforce optimization (WFO) solutions contain complementary functions designed to improve the performance of customer engagement centers by means of [the] optimized deployment of appropriately trained and motivated agents."7

In the report, the firm "recommends that WFO solutions be embraced strategically within customer engagement centers as they provide benefits ranging from lower [total cost of ownership] TCO to improved operational performance"8 and, that "multichannel-interaction analytics capabilities have matured to the point where their adoption should now be considered, due to the insights and business value that can be obtained from them. They should be viewed as an integral part of a WFO solution, not as stand-alone luxuries."9

Über Verint Systems Inc.
Verint® (Nasdaq: VRNT) ist ein globaler Marktführer im Bereich der Actionable Intelligence®-Lösungen mit einem Fokus auf der Optimierung der Kundeneinbindung, den Sicherheitsdaten, der Betrugserkennung und -bekämpfung, der Risikominimierung und der Einhaltung von Vorschriften. Aktuell verlassen sich 10.000 Unternehmen in 180 Ländern, darunter über 80 Prozent der Fortune 100-Unternehmen, auf Daten von Verint-Lösungen, um bei ihrer Entscheidungsfindung besser informiert und effektiver zu sein. Learn more about how we're creating A Smarter World with Actionable Intelligence® at www.verint.com.

Sources: Gartner, Inc. 2-6 Magic Quadrant for the CRM Customer Engagement Center by Michael Maoz & Brian Manusama, Mai 4, 2016. 1, 7-9 Magic Quadrant for Customer Engagement Center Workforce Optimization by Jim Davies & Sorell Slaymaker, Dezember 8, 2015. *Verint acquired KANA Software in 2014.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

This press release contains "forward-looking statements," including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. Diese zukunftsgerichteten Aussagen sind nicht als Garantie für zukünftige Leistung zu sehen und beruhen auf den Erwartungen der Geschäftsleitung, die einer Reihe von Risikofaktoren, Unsicherheiten und Annahmen unterliegen. Jeder dieser Aspekte kann zu einer wesentlichen Veränderung der in den zukunftsgerichteten Aussagen ausgedrückten oder implizierten Erwartungen führen. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended Januar 31, 2016 and other filings we make with the SEC. Diese in dieser Presseerklärung enthaltenen zukunftsgerichteten Aussagen werden zum Zeitpunkt dieser Presseerklärung gemacht und Verint übernimmt, mit Ausnahme der gesetzlichen Vorgaben, keine Verpflichtung, diese zu aktualisieren oder Gründe zu nennen, warum die tatsächlichen Ergebnisse hiervon abweichen.

VERINT, ACTIONABLE INTELLIGENCE, MAKE BIG DATA ACTIONABLE, CUSTOMER-INSPIRED EXCELLENCE, INTELLIGENCE IN ACTION, IMPACT 360, WITNESS, VERINT VERIFIED, KANA, LAGAN, VOVICI, GMT, VICTRIO, AUDIOLOG, CONTACT SOLUTIONS, ENTERPRISE INTELLIGENCE SOLUTIONS, SECURITY INTELLIGENCE SOLUTIONS, VOICE OF THE CUSTOMER ANALYTICS, NEXTIVA, EDGEVR, RELIANT, VANTAGE, STAR-GATE, ENGAGE, CYBERVISION, FOCALINFO, SUNTECH und VIGIA sind Marken oder eingetragene Marken von Verint Systems Inc. oder ihrer Tochtergesellschaften. Andere erwähnte Markenzeichen sind Eigentum ihrer jeweiligen Besitzer.

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