Verint®, The Customer Engagement Company ™, today announced that it has received CRM Industry Leader awards in the Best Workforce Optimization (WFO) and Best Contact Center Analytics of 2021 categories by CRM Magazine.
The annual CRM Industry Leader Award is given to the top five salespeople in ten categories in sales, marketing, and customer service. CRM magazine asked its panel of industry analysts and consultants which CRM platforms in a specific category, including customer service, recommend and are most trusted in the industry today.
Selected for advances in omnichannel customer experience, predictive analytics, and real-time monitoring capabilities, Verint continues to be an innovative leader in speech analytics. Verint recently acquired Conversocial and expanded its capabilities in social media and messaging channels, but CRM magazine notes that Verint has been a powerhouse in analysis: “The most recent efforts have focused on unifying multiple contact centers, data, Interaction analytics, and knowledge products are centered across the enterprise, a shift that will position the company for many years to come natural language, sentiment, intent models, and analytic engines, on the Verint Customer Engagement cloud platform.”
Verint Speech and Text Analytics uses artificial intelligence and machine learning to demonstrate powerful customer insights and insights that help organizations improve the customer experience, increase efficiency and improve sales performance. The solution automatically detects and analyzes words, phrases, categories, themes, and trends resulting from 100% customer interactions and reveals opportunities or concerns. Verint currently processes over seven billion calls, seven billion words a year, and transcribes and analyzes calls in more than 77 languages and variants across its global customer base. Verint speech and text analytics are often highly appreciated by customers and are one of the most widely used solutions in the world. The addition of Conversocial extends its solid support for digital customer engagement, with connections to popular messaging channels including Apple Business Chat, Facebook Messenger, Twitter, and WhatsApp.
Verint’s Workforce Engagement (WFE) solution was named the top seller in the WFO category and CRM Magazine states: “Verint’s industry leadership is reflected in the number of companies that have partnered with Verint to develop their WFM solutions and 8 × 8, both signed integration partnerships with Verint in recent months. “
Verint’s WFE offering combines capabilities for automated quality monitoring and recording; speech, text, and workspace and process analysis; people management; performance management, and more. The solutions help organizations improve performance and profitability by enabling contact center, branch, and back-office operations to deliver exceptional customer experiences and reduce costs.
“Using analytics to unlock meaning and intent puts organizations at the forefront of exceptional customer engagement,” said Celia Fleischaker, director of marketing at Verint. “It’s critical to optimize the contact center employees who support this mission-critical effort. The appointment of the CRM industry leader reflects our commitment to AI and automation innovations to redefine the customer and employee experience and drive omnichannel success, including providing new digital touchpoints for service customers across social channels, all to help us help customers organize a first customer digital journey and create differentiated experiences at scale. “