Verint Recognized for Leadership and Innovation in 2022 CRM Industry Leader Awards

Winner in ‘Best Workforce Optimization/Engagement Management’ and ‘Best Contact Center Interaction Analytics’ Categories

MELVILLE, N.Y.–(BUSINESS WIRE)–#AIVerint® (NASDAQ: VRNT), The Customer Engagement Company®, today announced that it was recognized as a winner in the ‘Best Workforce Optimization/Engagement Management’ and ‘Best Contact Center Interaction Analytics’ categories for the 21st annual CRM Industry Leader Awards program honoring the best CRM solutions and innovators.

The CRM Industry Leader Awards recognize the leading providers in 11 categories pointing the way forward and driving innovation with the best products and capabilities in customer service, marketing, and sales.

Each year, CRM Magazine’s panel of expert analysts and consultants are asked: If you had to recommend a CRM solution to a loyal client, which would you choose, and why? CRM Magazine’s September 2022 issue provides an overview of the top five solution winners in each category.

Verint’s award-winning achievements include:

The Best Workforce Optimization/Engagement Management (WFO/WEM) – CRM’s editorial notes, “Verint has probably been in the WFO/WEM space the longest, and its experience shows,” and includes commentary from several distinguished industry experts.

According to Dick Bucci, founder and chief analyst at Pelorus Research, “Verint’s portfolio for contact centers and back-office operations encompasses virtually every touchpoint of activity that stands between the customer and the enterprise.”

Founder and Principal Analyst at McGee-Smith Analytics’ Sheila McGee-Smith, states “Verint’s key benefit today is its continuing support for both cloud and on-premises contact center solutions,” noting that the company provides customers “consistent coverage from, for example, Avaya to Amazon Connect, as a company migrates.”

John Ragsdale, distinguished researcher, vice president of technology ecosystems, at the Technology & Services Industry Association (TSIA), notes Verint has advanced its product even further recently with the addition of Verint Real-Time Agent Assist, which “provides real-time voice analytics and quality monitoring, enabling faster feedback for support techs, which facilitates real-time coaching.”

Finally, R. “Ray” Wang, founder and chairman of Constellation Research observes that Verint’s customers, “love their core WFO and their ability to use AI to augment productivity and improve workforce engagement.”

The Best Contact Center Interaction Analytics – CRM’s editorial notes that companies have demonstrated high demand for analytics, particularly as they need to keep track of the large number of agents who are still working at home or in hybrid environments, and Verint Real-Time Agent Assist is named a Best Contact Center Interaction Analytics solution.

Ragsdale says, “Verint’s move to incorporate its interaction analytics products into other offerings, including bringing real-time voice analytics and quality monitoring into its Real-Time Agent Assist offering, allows for faster insights so agent coaching is contextual.”

Bucci says, “Verint has done an exceptional job of pulling together data points from its many contact center applications under the Verint Cloud Platform to extract the underlying trends and events that shape consumer behavior.”

“We are honored to be named a CRM Industry Leader by the esteemed panel of expert analysts and consultants,” says Verint’s Celia Fleischaker, chief marketing officer. “As customer interactions grow in both volume and complexity, it’s critical to ensure the workforce is equipped to engage with customers in the right way at the right time, with AI-driven solutions to augment workforce capacity.”

About Verint

Verint® (Nasdaq: VRNT) helps the world’s most iconic brands – including over 85 of the Fortune 100 companies – build enduring customer relationships by connecting work, data and experiences across the enterprise. The Verint Customer Engagement portfolio draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to help customers close The Engagement Capacity Gap.

Verint. The Customer Engagement Company. Learn more at

This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management’s expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2022, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.

VERINT, VERINT DA VINCI, THE CUSTOMER ENGAGEMENT COMPANY, BOUNDLESS CUSTOMER ENGAGEMENT, THE ENGAGEMENT CAPACITY GAP and THE SCIENCE OF CUSTOMER ENGAGEMENT are trademarks of Verint Systems Inc. or its subsidiaries. Verint and other parties may also have trademark rights in other terms used herein.


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