Verint Scores Top Placement in Ventana Research's CX Management Report

If you’re looking to improve the quality of the customer experience your company offers customers, you may be considering a specialized customer experience solution. In reality, these solutions can vary wildly in features and interoperability, so it’s important to choose carefully when considering a new platform.

To help companies choose wisely, Ventana Research recently published its Customer Experience (CX) Management Value Index 2023 report. The Value Index report provides a holistic view of CX technology, including interaction handling across voice and digital channels and resource management as well as the insights and analysis these solutions provide. The firm recognizes that the CX market has undergone a significant evolution in recent years and that companies need to take a new approach in terms of how they evaluate that technology.

Using the Ventana Research methodology and blueprint, software is evaluated in seven key categories that are weighted to reflect buyers’ needs based on the firm’s expertise and research. Through a thorough analysis of product and customer experience, the Value Index categorizes vendors into four classifications: Exemplary, Innovative, Assurance and Merit. This Value Index representation classifies vendors’ weighted performance in Product Experience and Customer Experience.

This week, customer engagement company Verint (News - Alert) announced it has received top scores and is a leader in the Ventana Research CX report. The Verint platform helps brands elevate the customer experience across the enterprise including contact centers, the back office and branch locations while supporting both voice and digital channels. With its open architecture, Verint’s platform enables companies to capture experiences and derive insights that can improve operational efficiency and elevate customer experience.

“Customer experience management has been poorly defined to date, precisely because the mix of components, users and use cases have been so diverse,” said Keith Dawson (News - Alert), Principal Analyst at Ventana Research. “The broad outlines are clear: A CX management suite is a product family composed of applications that are collectively organized to optimize customer interactions, experiences and profitability. Verint’s overall leadership stems from strong performances across both the Product Experience and Customer Experience categories.”

Edited by Alex Passett