For Sixteenth Consecutive Year, Verint Named a Leader in
Contact Center WFO Market
Verint® (NASDAQ: VRNT), The Customer Engagement Company®, today
announced its achievement of perfect scores in multiple customer
satisfaction categories in DMG Consulting LLC’s 2022-2023
Enterprise Workforce Optimization/Workforce Engagement Management
Product and Market Report.* Verint, positioned as a workforce
optimization (WFO)/workforce engagement management (WEM) market
leader for 16 consecutive years, achieved perfect scores (5.0 out
of 5.0) in all 11 vendor satisfaction categories, all 10 WFO/WEM
modules satisfaction categories and all seven WFO/WEM product
features satisfaction categories.
DMG’s latest report, released in January, features seven leading
and contending vendors and presents an in-depth analysis of the
contact center workforce optimization/workforce engagement
management market, trends, competitive landscape, product suites,
technology, and innovation.
“Enterprises are trying to figure out how to deliver a
consistently excellent customer experience to establish strong
relationships, keep customers engaged, and cultivate long-term
brand loyalty. It’s a fundamental issue that few enterprises have
found a compelling way to address and is the underlying reason
WFO/WEM suites (or platforms) exist,” said Donna Fluss, president,
DMG Consulting. “A major aspect of the challenge is that the
definition or description of an outstanding customer relationship
or experience is constantly evolving, making it a moving target.
This means that any company that wants to provide an outstanding CX
in each and every touch with their customers, prospects, and
partners needs a flexible servicing infrastructure that adapts as
quickly as their customers.”
Verint Workforce Engagement™ achieved top customer satisfaction
scores (5.0 out of 5.0) in 11 Vendor Satisfaction categories
including: WFO/WEM product suite, implementation, training,
professional services, innovation, vendor communication, and
overall vendor satisfaction.
Perfect scores (5.0 out of 5.0) were received across the
following seven WFO/WEM Product Features categories: supervisor
UI/UX, agent UI/UX, regulatory and compliance features, artificial
intelligence, ease of integration with third-party applications,
business intelligence, analytics, and reporting, and ability to
administer the entire suite from a centralized environment.
Another round of perfect scores (5.0 out of 5.0) occurred across
the following 10 WFO/WEM Modules categories: omnichannel recording,
analytics enabled QM, workforce management, interaction analytics,
surveying/VOC, performance management, gamification, knowledge
management, robotic process automation, and customer journey
analytics.
“The research presented by DMG Consulting reflects the ongoing
need for workforce engagement as organizations have to do more with
less,” says Verint’s David Singer, vice president, go-to-market
strategy. “Verint solutions empower the workforce through
automation and help our enterprise customers continue to create
enduring customer relationships.”
Visit Verint Workforce Engagement to learn more.
About Verint
Verint® (Nasdaq: VRNT) helps the world’s most iconic brands
build enduring customer relationships by connecting work, data, and
experiences across the enterprise. More than 10,000 organizations
in 180 countries – including over 85 of the Fortune 100 companies –
are using the Verint Customer Engagement Platform to draw on the
latest advancements in AI, analytics, and an open cloud
architecture to elevate customer experience.
Verint. The Customer Engagement Company®. Learn more at
Verint.com.
* DMG Consulting LLC’s 2022 – 2023
Enterprise Workforce Optimization/Workforce Engagement Management
Product and Market Report, published January 2023
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, 2022, 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, and THE ENGAGEMENT CAPACITY GAP 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/20230228005088/en/
Media Relations Sue Huss sue.huss@verint.com
Analyst Relations Ryan Zuk ryan.zuk@verint.com
Investor Relations Matthew Frankel
matthew.frankel@verint.com
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