Verint named APAC AI vision leader in contact centre CX guide

Verint has been recognised as a market leader for AI vision and capability in a new report focusing on Asia Pacific (APAC) contact centre customer experience (CX) platforms.

The research, published by technology advisory firm CrayonIQ, highlighted Verint's position in the top quadrant as an "Enterprise Transformer" in its inaugural APAC Contact Centre CX Platforms with AI Buyers Guide. The report evaluated 17 vendors in the region on their ability to deliver AI-driven CX solutions and future enterprise readiness.

CrayonIQ's findings

According to CrayonIQ's Principal Analyst, Audrey William, Verint has distinguished itself through an extensive AI agent portfolio and a strong presence across the Asia Pacific region. William stated,

"With one of the most mature AI agent portfolios in the market and a strong regional presence, Verint earned its leading position in our inaugural APAC Contact Centre CX Platforms with AI Buyers Guide. Verint's strong customer base across regulated and high-volume sectors, expansive partner ecosystem and steady rhythm of innovation are setting the pace for CX transformation across the region."

The report gave specific recognition to Verint for its early and ongoing focus on AI strategy, the development of the Verint Open Platform, its significant customer acquisitions globally, and the implementation of an Engagement Data Hub with AI-powered bots. This combination of factors was cited as underpinning the company's ability to respond to rapidly changing customer and market expectations.

Industry perspectives

Among the report's co-authors, Michael Clark of CXTT Consulting addressed the criteria for selection in the APAC market. Clark explained,

"The chief challenge is not selecting a platform for today but choosing a partner with the vision and capacity to embed AI across the enterprise tomorrow - Verint stands out in that category."

David Stone from Method and Momentum, also a co-author, reflected on what it takes to succeed in Asia Pacific's complex landscape. Stone commented,

"It's not easy to succeed in APAC; leaders like Verint have more than great technology - this is a given. They also have a culture of innovation, strong partner network and commitment to understanding each of the markets that make up APAC."

Verint's President of Customer Engagement Solutions APAC, Ady Meretz, responded to the recognition, stating,

"We appreciate CrayonIQ's recognition of our impact in Asia Pacific. The Enterprise Transformer designation affirms our ability to deliver faster, stronger and measurable business outcomes for customers worldwide."

Verint's activities in customer experience automation in the region have been underpinned by consistent engagement with highly regulated and high-volume business sectors. The company has also prioritised building a robust partner network to meet the specific requirements of different markets within Asia Pacific.