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Verint Named Contact Center Leader

January 08, 2019

Does your organization put a premium on customer service? Does your contact center leverage the proper tools to best serve callers? Are your operations omnichannel ready? What WFO is in place? Time for an upgrade? These are just some of the questions customer-facing companies must answer, and a good place to start is sorting through industry research.

Frost & Sullivan honored Verint (News - Alert) with a 2018 Latin American Contact Center Applications Market Leadership Award. Verint separated from the pack with high notes across Frost & Sullivan’s 10 key performance criteria.

2018 served Verint well, and the launch of enhanced, automated self-service capabilities in its contact center solutions. Frost & Sullivan (News - Alert) spotlighted enterprise chatbots, intelligent virtual assistants supported by Verint’s open, modular AI engine. Strides in VoC (Voice of the Customer) and innovation in real-time speech analytics make Verint a pioneer in the provision of customer engagement solutions.      

“Verint has automated CX operations through its unique and easy integration with most customer engagement ecosystems and platforms worldwide,” said Juan González, research director of information and communication technologies, Frost & Sullivan. “As a leading vendor in the recording, quality assurance, and analytics markets, the company has recently garnered several success stories in Latin America with its speech analytics and intelligent virtual assistant solutions.”

Customer service in the digital age offers minimal margin for error, making it mission critical to ensure contact center performance is on the up and up.

What’s in your contact center?

Edited by Maurice Nagle