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Frost & Sullivan, DMG recognise Verint for APAC market share

15 Oct 2019

Verint Systems has announced that it has increased its reach in the Asia Pacific region, according to recent reports from DMG Consulting and Frost & Sullivan.

In addition, Frost & Sullivan named Verint as the Contact Centre Optimization Solution of the Year.

Frost & Sullivan’s report, Asia Pacific Contact Center Applications Market CY 2018, gave Verint with a market share that is 30% higher than its closest competitor across all contact centre technologies.

The report also cites Verint as the leading vendor in APAC QM Systems at 47.9%, APAC WFM Systems at 30.6% and APAC Analytics Systems at 51.9%.

Verint was recognized as leading the Workforce Management, Quality Monitoring and Analytics segments across the region, as well as being the overall and segment leader in multiple countries, including Australia, India, Singapore, China and Hong Kong.

Earlier in the year, Verint was also named as the leading Workforce Optimization vendor in the APAC region in the 2019 Contact Center Workforce Optimization Market Share Report by DMG Consulting, with a market share of 62% in this sector, 37% ahead of the number two vendor.

DMG Consulting president Donna Fluss says, “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.”

This market leadership recognition follows Verint recently being named as the Contact Center Optimization Solution Vendor of the Year by Frost & Sullivan at their annual Asia Pacific Best Practice Awards.

This is the sixth consecutive year that Verint has been recognised.

Frost & Sullivan customer contact research head Krishna Baidya says, “Verint’s 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.

Baidya continues, “Verint’s holistic approach in enhancing customer value and product innovation as well as local market focus has helped the vendor record over 16% YoY growth, thereby further strengthening its leadership position.”

The recipients of the annual Frost & Sullivan Asia-Pacific Best Practices Awards are identified based on research conducted by Frost & Sullivan's analysts.

The nominated companies are evaluated on a variety of actual market performance indicators including revenue growth, market share, growth in market share, product innovation, marketing strategy and business development strategy.

Verint Asia Pacific president Ady Meretz says, “At Verint, we’re committed to helping our customers achieve their business goals through innovative solutions that drive deeper customer engagement.”

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