New Research Charts Contact Center Suites Value and Names Verint a Market Leader

Ventana Research has published its 2023 Buyers Guide examining contact center and agent management applications and the platforms enabling them.

The firm’s overall Contact Center Suites research unveiling notes that capabilities evaluated include voice and digital interaction routing, interaction-handling analytics, workforce and quality management, agent performance management, agent desktop support, remote workforce support, automation and self-service, and data and integrations. Customer experience criteria including validation scores and return on investment were likewise considered.

Verint is cited as exemplary and an overall leader for contact center suites among 22 vendors Ventana evaluated using its value index methodology. Ventana also lists Verint among a shortlist of vendors for product experience and customer experience leadership.

Strong scores including those in capability, adaptability and validation categories helped achieve these important designations. We’re appreciative of the Ventana team’s efforts on such a sizable project, and thankful for our customers who trust Verint to help empower their employees and fulfill meaningful customer experiences.

Keith Dawson, Vice President and Research Director, served as lead author for the Buyers Guide and recently posted his analyst perspective discussing Verint’s Open CCaaS Platform approach, specialized bots for augmenting contact center workflows, and AI capabilities.

Here he considers the significant growth of automation for managing increasing customer interaction volumes and service expectations, how contact centers are handling voice as just one channel in a diverse mix of many digital channels, and “an orderly transition of telephony-centric call centers to modern, integrated CX operations.”

Given rising customer expectations and service request volumes, many organizations seek ways for delivering superior CX for customers across a multitude of channels while simultaneously needing to manage costs. We believe best of breed applications and an open platform should lead your way when making critical contact center and ecosystem decisions.

Embracing data-driven solutions, leveraging AI, empowering a hybrid workforce, and sharing business insights across departments are key methods organizations can use to provide exceptional experiences while managing operational cost pressures.

Learn more about the details and examples on how our technology platform and CX automation capabilities can support your contact center and enterprise-wide business goals.