Verint® (NASDAQ: VRNT), The CX Automation Company™, today announced that it received top scores and is positioned as a customer experience category leader in a recent ISG Research report.
In this new category report focused on business outcomes, ISG assessed how well business applications address enterprise customer experience requirements. Out of 19 vendors, the Verint Open Platform, designed with behavioral data and Verint Da Vinci AI at the platform core, ranked in the top three across two categories: Product Experience (Reliability and Usability) and Customer Experience. Verint is also cited among the leading providers as an “exemplary” vendor in meeting overall product and customer experience criteria.
According to the Customer Experience Management (CXM) Buyers Guide, CXM is a suite of applications built on a common platform that offers a complete view of customer activity. The research assessed support for analytics, customer journey management, knowledge management, CRM platform support, operational resource management and process control and optimization.
“The decades-old CRM software category has been focused on departmental and application-centric approaches,” says Keith Dawson, research director, CX, ISG Research. “Today, the CXM approach is focused on an organization’s interactions across the customer journey, which represents a pivotal shift away from traditional contact center operations. Insights derived from customer behaviors and data with modern, AI-driven solutions drive a better customer experience and improved business outcomes.”
“We are leading the CX industry and changing the contact center landscape,” says Verint’s Jaime Meritt, chief product officer. “ISG’s evaluation validates our unique approach to achieving AI business outcomes for our customers, dramatically reducing costs and enhancing customer experience, delivering immediate value and fostering brand loyalty that sets them apart from competitors.”
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