Verint®, The Customer Engagement Company™, has been named a strong performer in The Forrester Wave™: Customer Feedback Management Platforms, Q2 2021.
In the report, Forrester stated that Verint “continues to provide CFM and VoC services to a large volume of customers across the globe, with a focus on unifying data across the enterprise and creating an omnichannel view that goes beyond the contact center.”
Customer Feedback Management criteria
Verint received the highest score possible (5/5) in the following criteria:
- Current Offering category: benchmarking; feedback methods available; engaged digital experience/interaction capabilities; and implementation.
- Market Presence category: revenue and global presence.
Verint is forward-thinking in terms of its broader solution and is completely satisfied with the digital experience
According to Forrester interviews, “customers appreciate that Verint is forward-thinking in terms of its broader solution, appreciate the history of ForeSee and its CSAT model, and are completely satisfied with the digital experience capabilities the vendor offers. They also tout a great experience when it comes to customer support and customer success and note that [Verint] does a great job when it comes to listening to their voice as customers.”
Digital, AI, and automation
“We’re proud to be recognized by Forrester and our clients for our omnichannel solution and a strong focus on digital interactions,” says Verint’s Kevin Daly, global vice president, and general manager, experience management.
“Only Verint can give brands a unified CX improvement strategy that connects silos to drive action across the enterprise. Our customers know that we uniquely leverage AI and automation to collect data, analyze structured and unstructured feedback, and help brands prioritize the changes that will move the needle on CSAT and NPS.”
