CM Insight becomes Verint Consulting

CM Insight, the customer management consultancy, which was acquired by Verint in February 2006, has changed its name to Verint Consulting.

The change reflects Verint’s objective to extend its leadership in the contact centre market and to complement its technology and analytics offerings with broad based customer management consultancy. 

Mike Havard, founder of CM Insight and director of Verint Consulting, comments, “Over the past eighteen months, our two organisations have worked closely together to recognise the complementary nature of business approaches while maintaining the objectivity and impartiality our clients value. Verint’s support has rapidly accelerated the expansion of our service portfolio, and will continue to drive this momentum moving forward.”  

In the past year, the consultancy has established a Quality Management practice and has enhanced its analytics capability with the launch of Conversation Analytics. This leverages behavioural science, psychology and advanced software to analyse and improve contact centre interactions. Additional new service introductions are promised before the end of the year. 

The change to Verint Consulting will have minimal impact on the consultancy’s day-to-day work. “The change simply represents Verint’s desire to create a global contact centre brand equally well known for its robust consultancy as for its technological excellence,” confirms David Parcell, managing director, Verint EMEA.