Verint, known globally as The Customer Engagement Company, has been recognised as the top provider of workforce management (WFM), quality monitoring (QM), and analytics solutions in the Asia Pacific (APAC) region by research firm Frost & Sullivan.
The report that confirmed Verint's market leadership, titled "Asia-Pacific Contact Center Applications Tracker, 2023", provided the firm with the highest market share leadership scores in each of these established segments. Verint's position as a dominant figure in contact center applications and operations was further reinforced when Frost & Sullivan named it a leader in their Evaluation of End-to-End Customer Experience Platform Landscape.
The report also identified Verint as a leading provider in the WFM, QM, and analytics segments in multiple individual countries within the Asia Pacific region. The company has achieved notable recognition in Australia, India, Singapore, China, and Hong Kong.
In reference to the recognition, Krishna Baidya, senior director at Frost & Sullivan, stated, "Organisations are increasingly embracing cloud-based, omnichannel solutions with advanced AI-powered analytics and automation to ensure business continuity and competitive differentiation in a post-pandemic landscape. Vendors like Verint with its AI-powered open platform approach have been at the forefront of these technological changes, further strengthening its reputation as a market leader."
Verint is renowned for its AI-enhanced, open-platform approach, reinforcing its position at the leading edge of technological transformations that are defining the current and future dynamics of the market. The company's offering includes a variety of services like cloud-based and on-premises WFM, QM, and advanced application solutions, designed to transform customer and agent experiences through AI-powered tools.
Ady Meretz, President of Asia Pacific at Verint, expressed his delight over the company's continued success in the region. He stated, "As organisations continue to strive for CX automation, the Verint Open Platform can meet our customers wherever they are on their evolution, whether in the cloud or on-premises, and transform their customer and agent experiences through AI-powered solutions. It's gratifying to be celebrated by industry peers who help confirm our leadership in these areas."
The recognition by Frost & Sullivan frames Verint as a globally prominent entity in the continuous development and implementation of advanced contact centre applications. This acknowledgement highlights the company's pivotal role in the evolution of market dynamics in the Asia Pacific region and its commitment to utilising AI and cloud technology in facilitating business operations and procedures.