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Greenberg Names Verint to 2019 CRM Watchlist


March 07, 2019

The CRM is a critical component to any successful contact center. Selecting a telephony solution is just a piece to the equation of fighting for first call resolution and efficient operations, as the right mix of technology paired with processes and people put a call center in position for bottom line results.

Annually, President of the 56 Group and author of “CRM at the Speed of Light” Paul Greenberg conducts an evaluation of the CRM space. Today, Verint announced it has been named a winner in the 2019 CRM Watchlist.

“It’s an honor to be included in the 56 Group’s annual Watchlist,” says Nancy Treaster, SVP and general manager, strategic operations, Verint (News - Alert). “Paul Greenberg’s judging is meticulous and insightful. This year, for example, his comments about all the winning companies having a strong focus on customer relationships were precisely in sync with Verint’s commitment to developing customers for life.”

Verint is earning honors for the impact its innovation is having on customer-facing technology, one of 14 companies making the cut out of more than 70 submissions.  Greenberg noted factors like outshining in customer relationships and “sustainable impact.”

Greenberg noted that the winning companies showed maturity in their relationships with their customers. “Each of them had a strong customer success program in place,” he wrote. “They are all highly mature, battle-tested and well-funded, with clear metrics for measuring success. This is an account-focused approach to service that values the customer and allows the customer to see the vendor as a trusted adviser.”

The contact center is a symphony of processes, people and technology.  Make good choices.




Edited by Maurice Nagle