Leading Global Analyst Firms Rank Verint First in APAC Market Share for Contact Centre Applications, QM, WFM and Analytics; Frost & Sullivan Names Verint Contact Centre Optimization Solution of the Year
In terms of market leadership, Frost & Sullivan’s report entitled, Asia Pacific Contact Center Applications Market CY 2018*, credited Verint with a market share that is 30% higher than the number two competitor, across all contact center 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.
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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 LLC, with a market share of 62% in this sector, 37% ahead of the number two vendor.
According to Donna Fluss, president of DMG Consulting LLC, “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, cementing the firm’s position as a regional leader in this field.
Commenting on the award, Krishna Baidya, Head – Customer Contact Research at Frost & Sullivan, said, “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. The company has continuously expanded its analytics capabilities, strengthening all aspects of customer contact from agent performance optimization to customer and employee engagement.”
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Baidya continues, “Verint’s holistic approach in enhancing customer value and continued excellence in 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 in-depth 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, leadership in product innovation, marketing strategy and business development strategy.
Verint’s President Asia Pacific, Ady Meretz is delighted by the momentum. “At Verint, we’re committed to helping our customers achieve their business goals through innovative solutions that drive deeper customer engagement. We are delivering the latest innovations and technologies including workforce engagement, intelligent self-service and voice of the customer driven by AI and automation to streamline all aspects of customer engagement. It is a great honour to be once again formally recognised by our peers and the market for our strategic and innovative work and be positioned as a leader in the QM, WFM, analytics and contact centre categories.”
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