Verint® Systems Inc. (NASDAQ: VRNT) today
announced its position in the Leaders Quadrant of Gartner’s new
Magic Quadrant for Contact Center Workforce Optimization,1 as
published October 27, 2010. This represents the third consecutive
year that the company has achieved this market leader status,
reflecting the tangible value its customers continue to receive
from its software and services.
On an annual basis, research and advisory firm Gartner, Inc.
evaluates the contact center workforce optimization (WFO)
technology landscape and positions contact center WFO providers in
one of four quadrants based on an evaluation of their completeness
of vision and ability to execute. According to the firm, “Leaders
in the WFO market provide functionally broad and deep [through] WFO
software solutions that can be deployed and supported globally.
These solutions are suitable for all sizes and complexities of
enterprises, and have broad industry coverage. Revenue is strong,
and new references are readily available.”
“Our customers are driving this momentum for Verint—both around
the contact center and in expanding our solutions into other
customer-facing parts of the enterprise, including back-office
operations and remote/branch office environments,” says Nancy
Treaster, senior vice president and general manager, Verint Witness
Actionable Solutions®. “Considering this research doesn’t even
include enterprise workforce optimization, and in particular how
our customers and prospects view Verint as the leader not just in
the contact center as this research demonstrates but also in the
extended enterprise, we’re pleased with the momentum we have
continued to experience in the market.”
Verint’s Magic Quadrant standing is based on the company’s
ability to execute - covering such aspects as its product/service
solution set, overall viability, sales execution/pricing, market
responsiveness and track record, marketing execution, customer
experience and operations - and its completeness of vision, which
includes innovation, market understanding, marketing strategy,
sales strategy, offering/product strategy, business model,
vertical/industry strategy and geographic strategy as evaluation
criteria.
Regarding the WFO market at-large, the Gartner research states
that “increased organizational awareness surrounding the value
proposition associated with WFO and growing maturity of the
existing solutions is fueling market adoption.” The report also
states that “the ability for a WFO solution to improve operational
efficiency and at the same time drive interaction effectiveness is
a key ‘win win’ for contact centers under pressure to deliver a
positive customer experience and potentially increase revenues,
without relaxing efficiency goals.”
About the Magic Quadrant
Gartner defines contact center WFO products as those that
“combine technologies from several previously siloed functional
domains to provide incremental business value.” These include
workforce management (WFM) and strategic planning, call recording
and quality monitoring (QM), coaching and e-learning, performance
management, surveying, and interaction analytics—covering audio and
text analytics along with screen analytics, emotion detection and
other operational call data. The firm’s research also places
emphasis on “the degree of integration and workflow across these
domains” and “the architectural underpinnings and provision of
aspects such as role based user interfaces…”
The Gartner Magic Quadrant is copyrighted 2010 by Gartner, Inc.
and is reused with permission. The Magic Quadrant is a graphical
representation of a marketplace at and for a specific time period.
It depicts Gartner’s analysis of how certain vendors measure
against criteria for that marketplace, as defined by Gartner.
Gartner does not endorse any vendor, product or service depicted in
the Magic Quadrant, and does not advise technology users to select
only those vendors placed in the “Leaders” quadrant. The Magic
Quadrant is intended solely as a research tool, and is not meant to
be a specific guide to action. Gartner disclaims all warranties,
express or implied, with respect to this research, including any
warranties of merchantability or fitness for a particular
purpose.
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the leader in
enterprise workforce optimization software and services. Its
solutions are designed to help organizations of all sizes capture
customer intelligence, uncover business trends, discover the root
cause of employee and customer behavior, and optimize the customer
experience. From contact centers to remote office, branch and
back-office operations, its award-winning, next-generation Impact
360® Workforce Optimization™ suite is the industry’s most unified
solution set—featuring quality monitoring and recording, workforce
management, customer interaction analytics (speech analytics, text
analytics, data analytics and customer feedback surveys), desktop
and process analytics, performance management, eLearning and
coaching. Impact 360 helps improve the entire customer service
delivery network, powering the right decisions to help ensure
service excellence and transform organizations into
customer-centric enterprises.
About Verint Systems Inc.
Verint® Systems Inc. is a global leader in Actionable
Intelligence® solutions and value-added services. Our solutions
enable organizations of all sizes to make timely and effective
decisions to improve enterprise performance and make the world a
safer place. More than 10,000 organizations in over 150
countries—including over 85 percent of the Fortune 100—use Verint
solutions to capture, distill, and analyze complex and underused
information sources, such as voice, video, and unstructured text.
Headquartered in Melville, New York, we support our customers
around the globe directly and with an extensive network of selling
and support partners. Verint is listed on the NASDAQ Stock Market
under the symbol “VRNT.” Visit us at our website
www.verint.com.
This press release contains forward-looking statements,
including statements regarding expectations, predictions, views,
opportunities, plans, strategies, beliefs, and statements of
similar effect relating to Verint Systems Inc. These
forward-looking statements are not guarantees of future performance
and they are based on management's expectations that involve a
number of risks and uncertainties, any of which could cause actual
results to differ materially from those expressed in or implied by
the forward-looking statements. For a detailed discussion of these
risk factors, see our Annual Report on Form 10-K for the year ended
January 31, 2010 and our Quarterly Report on Form 10-Q for the
quarter ended July 31, 2010. The forward-looking statements
contained in this press release are made as of the date of this
press release and, except as required by law, the Company assumes
no obligation to update or revise them or to provide reasons why
actual results may differ.
VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING
ACTIONABLE INTELLIGENCE, INTELLIGENCE IN ACTION, ACTIONABLE
INTELLIGENCE FOR A SMARTER WORKFORCE, VERINT VERIFIED, WITNESS
ACTIONABLE SOLUTIONS, STAR-GATE, RELIANT, VANTAGE, X-TRACT,
NEXTIVA, EDGEVR, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT
360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY,
CONTACTSTORE, and CLICK2STAFF are trademarks or registered
trademarks of Verint Systems Inc. or its subsidiaries. Other
trademarks mentioned are the property of their respective
owners.
1 Gartner “Magic Quadrant for Contact Center Workforce
Optimization,” Research Director Jim Davies, October 27, 2010
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