Verint Open CCaaS Platform Recognized for Innovation in the 2023 CRM Industry Leader Awards

Verint, The Customer Engagement Company, announced it has been recognized in the 2023 CRM Industry Leader Awards as a leading provider in three categories: Best Contact Center Infrastructure, Best Contact Center Interaction Analytics, and Best Workforce Engagement Management.

These awards recognize the leading vendors who point the way forward and drive innovation with the best products and capabilities in customer service, marketing, and sales. The CRM Industry Leader Award winners are determined by an expert panel made up of fifteen industry analysts and consultants.

The winners were announced by industry analysts Paul Greenberg and Brent Leary on the CRM Playaz livestream with CRM magazine Publisher, Bob Fernekees, and Editor, Leonard Klie. The magazine’s September 2023 issue provides an overview of the top five solution winners in each category.

In regards to Verint’s recognition in the Contact Center Infrastructure category, CRM notes that Verint’s digital, open contact center-as-a-service (CCaaS) strategy has caught the attention of analysts and consultants alike. Rebecca Wettemann, CEO and principal analyst of Valoir, notes, “Verint’s open CCaaS is focused on helping customers optimize their contact centers, taking a digital-first, not telephony-first, approach. The company is continuing to invest in platform capabilities, such as AI, that can be reused across multiple channels and an open architecture that helps customers to evolve and optimize channels at their own pace.”

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In the summary of Industry Leaders in the Contact Center Interaction Analytics category, CRM notes that Verint has long been an analytics powerhouse, and its portfolio only grows stronger as it keeps adding new technologies and data sources. Wettemann says, “Verint’s ability to analyze all engagement data (omnichannel interactions, survey data, and workforce performance data) with the appropriate analytical tools, including its Da Vinci AI, as well as its open data hub that enables customers to rapidly import and export data for analysis, means it can help customers understand and maximize the opportunities to automate interactions and improve outcomes.”

Regarding Verint being named an Industry Leader in the Workforce Engagement Management (WEM) category, Wettemann notes, “Verint continues to have one of the most robust sets of WEM capabilities and is focused on extending them beyond the agent to the back office, branch office, and other employees.”

“CRM magazine recognizes the most innovative vendors in the customer engagement space for the past 22 years. It is gratifying to be honored as an industry leader in three categories this year, due in part to our open CCaaS platform and strategy, which we introduced in June,” says Verint’s Celia Fleischaker, chief marketing officer. “This new open approach to the traditional contact center environment is giving brands the flexibility to innovate and grow at their own pace and ultimately elevate customer experience.”

SOURCE: Businesswire