Verint Receives Top Scores for WFO Customer Satisfaction in New Market Report
March 02 2020 - 8:30AM
Business Wire
For the Thirteenth Consecutive Year, Verint Named a Leader in
Contact Center WFO Market; Ranked First in Customer Satisfaction
for Product Capabilities; Earns Top Ranking as Quality Management
Market Share Leader
Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement
Company™, today announced it has been recognized for the thirteenth
consecutive year as a leader in workforce optimization (WFO) in DMG
Consulting LLC’s new 2019/2020 Workforce Optimization Product and
Market Report*.
Verint is the only featured vendor to receive a perfect score of
five out of five in overall WFO Product Suite Satisfaction Ratings
and Implementation Satisfaction Ratings. Verint was also ranked the
highest in customer satisfaction for product capabilities overall,
earning an average score of 4.63. The ranking included top scores
in nine of the report’s 11 categories, including perfect scores for
the ability to leverage results from each module across the suite
and the ability to provide business intelligence.
Other highlights in the report include:
- Verint is the only vendor to receive a perfect five out of five
for implementation. The company tied for the highest scores for
planned product innovations and responsiveness to product
enhancement requests.
- Verint is ranked as the market share leader in what DMG
identifies as two core modules of the contact center WFO market:
Total Voice Recording, where Verint captured a 51.6 percent market
share in the first half of 2019; and Quality Management (QM), where
Verint captured a 41.6 percent market share in the first half of
2019.
- Verint also had perfect customer satisfaction scores in other
key components: QM, Workforce Management (WFM), Digital Channel
Recording, Knowledge Management (KM) and Interaction (speech and
text) analytics.
“It’s been an amazing decade for the contact center WFO market
due to the benefits and value that companies have realized from
contact center WFO suites, a trend that DMG expects to continue
into the new decade,” notes Donna Fluss, president, DMG Consulting.
“Interest in the new generation of AI and automation-enabled
solutions is growing at never-before-seen-rates.”
AI and Automation Enablement are Here to Stay
“The report’s predictions about market demand for AI- and
automation-enabled solutions are aligned with our strategy to help
organizations simplify, modernize and automate their enterprise
customer engagement,” says Verint’s Ryan Hollenbeck, SVP, global
marketing and customer experience program executive sponsor.
“Leading organizations across industries and around the world
choose Verint to help them elevate customer engagement to a
competitive differentiator for their entire company, and trust
Verint to power their evolution toward modern customer engagement.
From a WFO perspective, our Workforce Engagement Cloud offerings
help organizations attract and keep talent, as well as give
employees the ability to work anywhere, anytime. The result is
engaged, motivated and informed employees who are critical to
providing the best customer experience (CX).”
To learn more about Verint’s Workforce Engagement offerings,
click here.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable
Intelligence® solutions with a focus on customer engagement
optimization and cyber intelligence. Today, over 10,000
organizations in more than 180 countries—including over 85 percent
of the Fortune 100—count on intelligence from Verint solutions to
make more informed, effective and timely decisions. Learn more
about how we’re creating A Smarter World with Actionable
Intelligence® at www.verint.com.
* Source: DMG Consulting, LLC, 2019/2020 Workforce Optimization
Product and Market Report, published Q4 2019
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, uncertainties and assumptions, 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 fiscal year ended January 31, 2019, our Quarterly
Report on Form 10-Q for the quarter ended October 31, 2019, and
other filings we make with the SEC. 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, Verint assumes no
obligation to update or revise them or to provide reasons why
actual results may differ.
VERINT, ACTIONABLE INTELLIGENCE, THE CUSTOMER ENGAGEMENT
COMPANY, CUSTOMER ENGAGEMENT SOLUTIONS, CYBER INTELLIGENCE
SOLUTIONS, GI2, FIRSTMILE, OMNIX, WEBINT, LUMINAR, RELIANT,
VANTAGE, STAR-GATE, TERROGENCE, SENSECY, and VIGIA are trademarks
or registered trademarks of Verint Systems Inc. or its
subsidiaries. Verint and other parties may also have trademark
rights in other terms used herein.
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version on businesswire.com: https://www.businesswire.com/news/home/20200302005298/en/
Media Relations Amy Curry Verint Systems Inc.
amy.curry@verint.com Investor Relations Alan Roden Verint
Systems Inc. alan.roden@verint.com Analyst Relations Ryan
Zuk Verint Systems Inc. ryan.zuk@verint.com
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