Customer service is evolving, with innovation in areas like artificial intelligence, analytics and the Voice of the Customer we are on the precipice of wholesale change. The complex concert that is contact center operations is sounding quite sweet. Per recent reports from Frost & Sullivan (News - Alert) and DMG Consulting LLC, Verint has increased its market leadership in the Asia Pacific region. Echoing these sentiments, Frost & Sullivan named The Customer Engagement Company as the Contact Centre Optimization Solution of the Year. Krishna Baidya, Head – Customer Contact Research at Frost & Sullivan noted, "Verint's (News - Alert) 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."