Verint Scores Multiple Category Honors in 2015 CRM Magazine Service Awards Program

Verint was named Number One in Workforce Optimization for Eighth Consecutive Year. Recognized as Leader in Three Additional Categories: Enterprise Feedback Management, Contact Center Search and Customer Case Management

MELVILLE, N.Y., March 12, 2015 — Verint® Systems Inc. (NASDAQ: VRNT) today announced that it has earned CRM magazine’s prestigious “2015 Service Winner” award in the Workforce Optimization (WFO) category, a position it has achieved in consecutive years dating back to 2008. The company also received “2015 Service Leader” honors in three additional categories including Enterprise Feedback Management, Contact Center Search and Customer Case Management.

The solutions—part of Verint’s broader Customer Engagement Optimization portfolio—are designed to help organizations enhance customer and employee engagement by enriching interactions, improving business processes and optimizing the workforce.

CRM evaluated companies based on their reputation for customer satisfaction, depth of functionality or services, company direction, and technology costs over a five-year period.

Verint Recognized as “Gold Standard” in Workforce Optimization

According to CRM magazine, Verint “continues to maintain its streak as the titleholder in this category.” As an eight-year winner in the WFO classification, Verint led by a wide margin in both direction and depth of WFO functionality.

Program Judge Paul Stockford, chief analyst at Saddletree Research, comments that Verint continues to “be the gold standard for WFO.” Stockford notes that Verint is “highly innovative, with a keen sense of understanding exactly what the market is looking for in order to optimize the customer experience.” He adds that the company’s “market-leading engagement analytics platform is setting the standard for understanding the customer.”

John Ragsdale, award judge and vice president of technology research for Technology Services Industry Association (TSIA), shares that “Verint keeps adding real strength to its product portfolio, has smart partnerships, and has begun to explain (and actually demonstrate) the benefits its KANA® Software acquisition can bring to its traditional customers—and vice versa.”

Leadership in Enterprise Feedback Management, Contact Center Search and Customer Case Management

The Verint Enterprise Feedback Management™ (EFM) solution has maintained consecutive honors in being named a CRM Service Award Leader for the past six years. The solution was noted for its vast EFM capabilities and, according to Ray Wang, award judge, and founder and principal analyst at Constellation Research, its “broader product footprint is attractive to customers seeking a one-stop-shop approach.”

Verint also was recognized for the strategic value of its KANA acquisition, achieving Leader status in both the Contact Center Search and Customer Case Management categories. The organization was noted for making an impressive debut in the awards program with CRM editors noting that the Verint-KANA “union will result in a robust contact center search solution” with it earning the highest score in functionality for Contact Center Search.

In Case Management, the Verint-KANA solution again received the highest score in functionality.  “Expanding beyond their KM and multichannel roots, KANA is gaining market share with their process-centric desktop tools for service, with growing integrations into Verint’s excellent voice-of-the-customer platform,” notes Ragsdale.

“It’s a great honor to be recognized in these four important categories by CRM and the analyst community for company direction, customer satisfaction, product functionality and the value tied to our customer engagement optimization solutions,” says Elan Moriah, president, Verint Enterprise Intelligence Solutions™ and Video and Situation Intelligence Solutions™.“As a company, we’re focused on helping organizations go beyond traditional customer experiences to optimize customer and employee engagement, build relationships, heighten loyalty, and achieve performance and financial objectives.”

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