Independent Research Firm Names Verint Workforce Engagement a Leader in Workforce Optimization Evaluation
January 19 2022 - 8:30AM
Business Wire
Verint® (NASDAQ: VRNT), The Customer Engagement Company™, today
announced that its Workforce Engagement solution has been named a
leader in The Forrester Wave™: Workforce Optimization Platforms Q4
2021 report.*
According to the report, “Verint’s unified suite is a key
strength; it spans end-to-end workforce optimization (WFO)
including cross-channel workforce management (WFM), quality
management, performance management and reporting. Verint is cited
as a leader, receiving the highest score in the prescriptive
analytics criterion.
The report, authored by Forrester senior analyst Vasupradha
Srinivasan, noted, “Verint’s sophisticated suite is rooted in an
end-to-end approach to WFO. Verint draws on its customer service
and WFM heritage and keeps on top of all things new in the evolving
WFO landscape. The company has a solid strategy centered on a
customer focused go-to-market approach, an agile platform, and a
product enhancement framework that supports emerging areas like
remote work, automated workflows, and insights-driven WFO.”
Verint also received the highest scores possible in 17 criteria
including intraday schedule management, interaction recording,
automated quality management, speech and text analytics, artificial
intelligence and machine learning, performance management, unified
agent workspace, interactive schedule management, partner
ecosystem, delivery model, and planned enhancements.
The report states, “The integrated suite enables seamless
cross-domain workflows and is a single solution for both
supervisors and agents. Its mobile-enabled, employee-centered
features for scheduling and performance tracking with built-in
gamification are a hit with customers.”
“We’re honored to be a leader in this Forrester Wave report,”
says Verint’s Celia Fleischaker, chief marketing officer. “We’re
continually innovating and delivering capabilities to address the
needs of brands as they orchestrate customer journeys that span the
enterprise and deliver a connected experience across channels.”
Workforce Optimization capabilities are part of Verint Workforce
Engagement solutions, which were analyzed in the 2021 Forrester
Consulting Total Economic Impact™ Study commissioned by Verint. The
study examined the potential return on investment (ROI) and
business benefits organizations may realize by deploying Verint
solutions. Through customer interviews and financial analysis,
Forrester found that a composite organization experiences benefits
of $52.4 million over three years versus costs of $10.68 million,
and a 391 percent return on investment over three years with a
payback period of under six months.
Visit Verint Workforce Engagement to learn more.
About Verint
Verint® (Nasdaq: VRNT) helps the world’s most iconic brands –
including over 85 of the Fortune 100 companies – build enduring
customer relationships by connecting work, data and experiences
across the enterprise. The Verint Customer Engagement portfolio
draws on the latest advancements in AI and analytics, an open cloud
architecture, and The Science of Customer Engagement™ to help
customers close The Engagement Capacity Gap™.
Verint. The Customer Engagement Company™. Learn more at
Verint.com.
*The Forrester Wave™: Workforce Optimization Platforms Q4 2021
report. December 2021
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, 2021, our Quarterly
Report on Form 10-Q for the quarter ended October 31, 2021, 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, VERINT DA VINCI, THE CUSTOMER ENGAGEMENT COMPANY,
BOUNDLESS CUSTOMER ENGAGEMENT, THE ENGAGEMENT CAPACITY GAP and THE
SCIENCE OF CUSTOMER ENGAGEMENT are 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/20220119005079/en/
Media Relations Amy Curry amy.curry@verint.com
Analyst Relations Ryan Zuk ryan.zuk@verint.com
Investor Relations Matthew Frankel
matthew.frankel@verint.com
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