Verint Systems announced that it received Frost & Sullivan’s 2017 Asia Pacific Customer Contact Optimization Solutions Vendor of the Year Award. This marks the fourth year that Verint has been recognized in the firm’s APAC best practices awards, reinforcing its continued commitment and focus on helping customers achieve their business goals through the use of innovative customer engagement optimization solutions.
The vendor of the year award recognizes Verint’s strong performance in key Frost & Sullivan benchmarking criteria that include revenue and revenue growth, market share and market share growth, portfolio and other key achievements.
In addition, Frost & Sullivan’s latest market share report titled Asia Pacific Contact Center Applications Market—released in June 2017—distinguished Verint’s top leadership positions in several regional and segment categories, including:
· Contact Center Application Vendor: #1 market share in APAC overall and key countries, such as Australia and India
· Workforce Management Vendor: #1 market share in APAC overall and key countries, including India, China, Hong Kong, the Philippines, Singapore and Thailand
· Quality Monitoring Vendor: #1 market share in APAC overall and key countries, including Australia, China, Hong Kong, India, Indonesia, Malaysia, New Zealand, the Philippines, Singapore, South Korea and Taiwan
Commenting on the achievement Anil Chawla MD Verint India said “Verint’s win of the Frost and Sullivan APAC recognition is in tandem with the evolution of Indian enterprises to adapt analytics as an integral Contact centre technology. Engaging workforce with Actionable Intelligence is the giant leap towards delivering personalized Customer Experience.”
For over a decade now Verint in India has been steering Indian Enterprises to optimize their Customer Experience(CX) strategies, helping Indian Enterprises to sustain and differentiate for the disruptive new age Indian customer.
“We’re pleased to be honored again as a best-in-class provider in Frost & Sullivan’s 2017 Best Practices Awards for customer engagement optimization—as well as recognized for being named the largest contact center vendor in the APAC region for the first time. Our ongoing leadership also continues in the quality monitoring and workforce management solution categories,” says Ady Meretz, president, Verint, Asia Pacific. “These distinctions go hand-in-hand with what we’re seeing in working with our customers: a continuing shift in focus away from an ACD-centric approach to a customer experience-centric approach. This reinforces the attention on the applications around customer and employee analytics across all interaction channels to drive desired customer and business outcomes.”
Held annually, the awards program identifies superior performance by companies in a range of industries in Asia Pacific. Commenting on the awards, Krishna Baidya, head of customer contact research, ICT Practice - Asia Pacific at Frost & Sullivan says, “Verint dominates the customer contact optimization solutions domain with a market share of 40 percent in APAC, leading in the Quality Monitoring and Workforce Management applications segments. The vendor has focused on strengthening its analytics solutions capabilities to meet clients’ needs for proactive customer engagement and enhancing customer loyalty, while also maximizing business revenue.”