Concentrix and its CFM Software Platform named a “Strong Performer” in report by Independent Research Firm

Forrester says, “Concentrix gains momentum with continued investments in innovation and services.”

Concentrix has been named a Strong Performer by Forrester Research, a leading global research and advisory firm. The report, The Forrester Wave™: Customer Feedback Management Platforms, Q1 2020 states that Concentrix gains momentum with continued investments in innovation and services and that it brings “deep research expertise and a high level of managed and professional services that can enable programs beyond technology.”

The report states that “Concentrix reference clients selected the vendor because of both its functionality and support – noting its filtering capabilities, closed-loop module, and coaching modules, in addition to its industry knowledge and survey design and analytical capabilities.”

In Forrester’s evaluation of its current offering, Concentrix received the highest possible scores in three criteria, Speech analytics & speech to text, the VOE (as it relates to the customer experience), along with Customer Success and support, and received the second highest score in the Text Analytics criterion. Forrester said that Concentrix is “great for buyers looking for a blend of technology and services with a strong focus on analytics and action.”

“Concentrix is honored to be named a Strong Performer in the Forrester Wave, and are very pleased with Forrester’s very thorough analysis. We believe our scores are an acknowledgement of the hard work and investments we have made in our technology, in setting the pace for CX excellence for our clients,” said Kathy Juve, Senior Vice President of Customer Experience Technology & Insights group at Concentrix. “We see this an affirmation of our clients’ consistent experience of an effective balance of market-leading technology and analytic service excellence.”

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