We are happy to share some insights about Verint drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.
We recently published three Ventana Research 2023 Contact Center Suites Buyers Guides, an assessment of technology vendors and products that provide individual and combined 
contact center and agent management platform support. We developed three technology assessment and buyers guides to focus on overall Contact Center Suites requirements as well as specific Agent Management and Contact Center use-cases.
In all of our Buyers Guides we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact center suites. We evaluated Verint and 21 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our benchmark research on contact center suites and agent management.
In the overall Contact Center Suites Buyers Guide, our analysis classified Verint as Exemplary, ranking third in the overall research with a 76.4% performance. Verint’s best performance came in Customer Experience at 82.9%, 
ranking third, due in part to its second-place ranking in Validation. In Product Experience, Verint placed third at 75.0% due to performance in Usability. Verint was designated a Leader in Adaptability, Capability and Validation.
Verint’s Product Experience was slightly impacted by its 75.4% performance in Reliability, where it could improve the capability of the system to manage scalability across users, stores and instances. Customer Experience was impacted by its 81.3% performance in TCO/ROI, where it could better articulate the investments they have been making towards enhancing their customer experience.
Verint performed best in Customer Experience, notably in Validation, where its 84.6% performance was due to the large resources it dedicates to customer commitment and support. In addition, Verint’s agent desktop and strong workforce management solution led to its 73.9% performance in Capability.
In the Agent Management Buyers Guide, our analysis classified Verint as Exemplary, ranking fourth in the overall research with a 78.3% performance. Verint’s best performance came in Customer Experience at 82.9%, 
ranking third, due in part to its second-place ranking in Validation. In Product Experience, Verint placed third at 77.1%. Verint was designated a Leader in Capability and Validation.
Verint’s Product Experience was impacted by its 72.6% performance in Usability, where it could streamline the user experience to cater to a wider variety of users. Customer Experience was impacted by its 81.3% performance in TCO/ROI, where it could document more of the investments it is making in the returns customers can expect to achieve with its product.
Verint performed best in Customer Experience, notably in Validation, where its 84.6% performance was due to its longtime customer commitment attributes. In addition, Verint’s continued success on overall customer experience led to its high performance in the customer experience categories.
Verint did not meet the inclusion criteria for the Contact Centers Buyers Guide and thus was not included.
This assessment was based on Verint Open CcaaS Platform and was available in June of 2023.
This research-based index is the most comprehensive assessment of the value of contact center suites software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included vendors that wish to learn more can click here. Click below to read the individual reports:
ISG Software Research
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