Verint, The Customer Engagement Company, was named a Leader in the recently published IDC MarketScape: Worldwide Voice of the Customer Applications 2023–2024 Vendor Assessment.
The report provides a thorough evaluation and assessment of 11 voice of the customer (VoC) application platforms including the most important selection criteria for companies looking to invest in such a solution.
Verint was named a Leader due to its scalability and open platform and ecosystem. According to the report, “The company has built on this knowledge to evolve into a comprehensive VoC and customer experience platform with a key strategy to be completely open with its platform and solution. This allows customers to choose a variety of components, such as AI engines, speech and text analytics, GenAI solutions, etc., and upgrade them if desired later to future-proof their solution.”
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The report notes, “Verint has been designed for enterprise clients that have large or complex VoC programs. Whether an organization has a few groups to report on or is looking to dig deeper into different ways of slicing the data, Verint’s solution provides the flexibility and scalability required to effectively handle VoC data across all customer touch points, adapt to changing requirements, and support organizational growth.”
“We believe being recognized as a Leader by IDC MarketScape validates our innovative open platform approach to unifying, analyzing and acting on all direct, indirect and inferred customer feedback including unique, behavioral data,” says Daniel Ziv, Verint’s vice president, go-to-market. “Verint’s open platform drives customer experience automation, by leveraging AI and GenAI to analyze customer data at scale across channels and automating actions in real time that improve CX while reducing operational costs.”
“Customers are finding rich experiences with some brands and then demand it from others when experiences fall short of expectations. Customer satisfaction is a key business priority today, and VoC platforms like Verint are a key component of successful VOC and CX programs to understand, track, and improve that satisfaction,” says Lou Reinemann, Research Director for Voice of the Customer Applications at IDC.
SOURCE: Businesswire