Verint Praised as APAC Market Leader

Customer service is evolving, with innovation in areas like artificial intelligence, analytics and the Voice of the Customer we are on the precipice of wholesale change. The complex concert that is contact center operations is sounding quite sweet.

Per recent reports from Frost & Sullivan (News - Alert) and DMG Consulting LLC, Verint has increased its market leadership in the Asia Pacific region. Echoing these sentiments, Frost & Sullivan named The Customer Engagement Company as the Contact Centre Optimization Solution of the Year.

Krishna Baidya, Head – Customer Contact Research at Frost & Sullivan noted, “Verint’s (News - Alert) strategy enables organizations to simplify, modernize, and automate their customer engagement operations and gain a sustainable competitive advantage, while balancing customer experience and cost in customer operations. The company has continuously expanded its analytics capabilities, strengthening all aspects of customer contact from agent performance optimization to customer and employee engagement.”

Digging into the numbers, Verint possesses a 30 percent larger market share than its nearest competitor in all contact center tech. In addition, the firm ranked above the field in APAC QM Systems, APAC WFM Systems and APAC Analytics Systems.  

DMG illustrated a market share of 62 percent for Verint in its 2019 Contact Center Workforce Optimization Market Share report, placing the engagement solution provider 25 percentage points ahead of the nearest competition. 

Donna Fluss, president of DMG Consulting LLC, “Workforce optimization solutions have proven their ability to assist companies in improving productivity and quality while enhancing customer and agent satisfaction. Due to these benefits, companies in the APAC region are making substantial investments in WFO-related applications, including quality management and workforce management.”

Companies only have one chance to make a first impression. Empower your contact center to make it a good one.

What’s in your contact center?

Edited by Maurice Nagle