Customers Give Verint Top Scores in Multiple Categories for Workforce Management
May 31 2023 - 8:30AM
Business Wire
Verint Leads in Five Product Capabilities Satisfaction
Categories Including Leveraging Artificial Intelligence
Verint® (Nasdaq: VRNT), The Customer Engagement Company®, today
announced that it has received top scores in multiple customer
satisfaction categories according to DMG Consulting LLC’s 2023/2024
Enterprise Workforce Management Product and Market Report*.
The report provides an insightful analysis of today’s workforce
management (WFM) market, competitive landscape, product suites, and
the business, market, and technology trends and challenges
confronting contact centers in light of increasingly complex
contact center operating environments, workforce expectations, and
a recessionary economy.
Verint received the top score or tied for the top score in seven
vendor satisfaction categories including overall vendor
satisfaction, product and implementation satisfaction, and product
innovation. In six suite module categories, Verint received top
scores or tied including omnichannel scheduling and forecasting,
agent self-service, and long-term strategic planning. Verint also
was a leader in five WFM product capabilities satisfaction
categories including the ability to: support unique voice and
digital channel requirements, automatically determine the
forecasting/scheduling algorithm to produce optimal results,
leverage AI and machine learning to enhance WFM solution
performance and create accurate long-term multi-skill
hiring/staffing/training plans.
“Artificial intelligence continues to make a huge contribution
to WFM solutions, particularly when it’s combined with automation.
AI technologies are being used to create smart applications for
agent self-service to achieve the right balance between employee
and contact center needs while considering the need to deliver a
great CX,” notes Donna Fluss, president, DMG Consulting. “AI can
also enhance the results of real-time decisioning tools needed to
improve the performance of intraday management activities, to
automate shrinkage calculations, and to initiate in-the-moment
schedule changes. The vendors are listening to their enterprise
customers and making changes to reduce the need for WFM
administrators or supervisors to handle manual tasks which can be
done more quickly, accurately, and fairly via automation.”
“We are honored that our customers once again have awarded
Verint’s Workforce Management solution with such high satisfaction
scores,” says Verint’s David Singer, global vice president,
go-to-market strategy. “These capabilities showcase how AI can
augment the human workforce, enable people and bots to work
together, elevate customer experience, and maximize the impact on
CX automation.”
Visit Verint Workforce Management 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 over 175 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 2023 – 2024 Enterprise Workforce
Management Product and Market Report, published April 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, 2023, 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/20230531005098/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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