Verint® Systems Inc. (NASDAQ: VRNT) today
announced its position in the “Leaders” quadrant of the newly
published “Magic Quadrant for Contact Center Workforce
Optimization”1, a November 7 report from research and advisory firm
Gartner, Inc.
Each year, Gartner evaluates the contact center workforce
optimization (WFO) technology landscape and positions 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 [and] WFO solutions that can be deployed and supported
globally. This software is suitable for all sizes and complexities
of enterprises, and has broad industry coverage. Revenue is strong,
and new references are readily available.”2
For “completeness of vision,” Gartner determined Verint’s Magic
Quadrant leader quadrant positioning based on such aspects as
market understanding, market strategy, sales strategy,
offering/product strategy, business model, vertical/industry
strategy, innovation and geographic strategy. The company’s
“ability to execute” assessment included such evaluation criteria
as product/service, overall viability, sales execution/pricing,
market responsiveness and track record, marketing execution,
customer experience and operations.
Of the market itself, the research notes that “As organizations
are drawn to the associated value proposition, which involves cost
of ownership, single-vendor relationship and cross-function
workflow, interest in contact center workforce optimization (WFO)
is increasing…”3
Adds report author and Gartner Research Director Jim Davies,
“Increased organizational awareness surrounding the value
proposition associated with WFO and growing maturity of the
existing solutions are fuelling market adoption. The ability of a
WFO solution to improve operational efficiency and, at the same
time, drive interaction effectiveness is a key driver for contact
centers under pressure to deliver a positive customer experience
and potentially increase revenue, without relaxing efficiency
goals.”4
“The past year has marked some exciting innovations in our
Impact 360® suite that are driving even more compelling value
around an enterprise workforce optimization approach and how it can
impact organizations and their end consumers,” says Nancy Treaster,
general manager, strategic operations, Verint Witness Actionable
Solutions®.
“Following our 2011 launch of the market’s first, and only,
fifth-generation WFO suite—and with the addition of powerful, new
Voice of the Customer capabilities—we’re focused on helping our
customers acquire, analyze and act on the vast market, business and
customer intelligence available to them. In an age of many channels
and touch points, we’re committed to delivering innovation and
solutions that provide the actionable intelligence required for
better performance and stronger customer relationships,” adds
Treaster.
About the Gartner Magic Quadrant
By Gartner’s definition, “Contact center WFO combines technology
from several previously siloed functional domains to provide
incremental business value. Key functional domains include: WFM and
strategic planning, call recording and QM, coaching and e-learning,
performance management, surveying (focused on capturing operational
and agent performance information), and interaction analytics
(audio and text analytics combined with screen analytics, emotion
detection and associated operational call data).”5
Gartner does not endorse any vendor, product or service depicted
in its research publications, and does not advise technology users
to select only those vendors with the highest ratings. Gartner
research publications consist of the opinions of Gartner's research
organization and should not be construed as statements of fact.
Gartner disclaims all warranties, expressed 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 worldwide leader in
enterprise workforce optimization (WFO) software and services. As
the market's first 5th-Generation WFO solution, its unified Impact
360® suite enables organizations of all sizes to capture, analyze
and act on customer, business and market intelligence, and optimize
customer experiences. Impact 360 Workforce Optimization™--comprised
of quality monitoring and recording, voice of the customer
analytics, desktop and process analytics, workforce management,
performance management, eLearning, coaching and more--serves as a
strategic asset across front- and back-office sales and service
operations that help shape the customer experience. Used by
thousands of organizations around the globe, Verint solutions help
improve the entire customer service delivery network, powering
decisions Real Time at the Right Time™ to advance service
excellence across today's 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.
1-5 Gartner “Magic Quadrant for Contact Center Workforce
Optimization” by Jim Davies, November 7, 2011
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, 2011 and our Quarterly Report on Form 10-Q for the
quarter ended July 31, 2011. 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, VOVICI, GMT, 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.
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