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| Verint received the awards in the Workforce Optimisation suite and Enterprise Feedback Management |
The CRM Service Awards, as announced in the March 2012 issue of CRM magazine, use direct feedback from industry analysts and consultants to rate the top vendors in eight categories. These categories include a composite score across several core areas that include reputation for customer satisfaction, depth of product functionality and company direction.
Verint rated highest in customer satisfaction, depth of functionality and company direction
Verint outscored other contenders in consideration for this award, earning it the top position in 2012 across three critical WFO evaluation criteria. The company also was highlighted for its recent acquisitions and product strategy. According to the publication, Verint was recognised for adding “more analytics and Voice of the Customer (VoC) capabilities to its already powerful Impact 360 [Workforce Optimization] suite…with the acquisitions of GMT and Vovici.”
“While its product strategy continues to evolve…Verint’s acquisition strategy and the execution of its market expansion tactics [are] nothing short of brilliant,” says Paul Stockford, chief analyst, Saddletree Research and CRM magazine judge.
Dick Bucci, principal analyst for Pelorus Associates, differentiates the Verint suite over other market solutions by adding, “The difference is that Verint provides superior integration and ease of use.”
Company tops enterprise feedback management rankings, demonstrates execution of Ssrategy
Verint first received CRM’s “Service Leader” honour in the EFM category in 2010, the same year that Vovici was named “One to Watch.” In 2011, Vovici became one of the publication’s EFM “Leaders,” moving on to earn the top “Service Winner” acknowledgement in 2012.
John Ragsdale, vice president of technology research for the Technology Services Industry Association (TSIA), notes that Verint’s acquisition of Vovici—which took place in 2011—has “great synergy for both firms and their customers.” He also cited Vovici for offering a “rich, intuitive application design” and on demand model that “keeps costs and complexity low.”
Leslie Ament, vice president of customer intelligence and client advisory services, Hypatia Research, adds, “Kudos to Verint for leading the way towards offering the market a practical customer intelligence platform.”
“Verint delivers enterprise intelligence solutions designed to help organizations use the Voice of the Customer to drive operational excellence so they can optimize the performance of their enterprise,” explains Nancy Treaster, general manager, strategic operations, Verint Enterprise Intelligence Solutions. “CRM’s 2012 Service Winner awards once again validate for our customers the clear focus Verint has on creating innovative, advanced solutions that help them excel, as well as anticipate where the industry is heading. Because Verint offers the market’s most unified, analytics-driven WFO and Voice of the Customer solutions, purpose-built for the enterprise, customers have at their disposal the actionable intelligence they need to drive change and respond more effectively to challenging business and market demands.”
