PRESS RELEASE: Verint® announced that it has been named a leader in the workforce optimization (WFO) market according to DMG Consulting LLC’s 2015 Workforce Optimization (WFO) Mid-Year Market Share Report. Published in October 2015, the research indicates that during the first half of 2015, “Verint was the WFO market leader and the strongest performer,” as well as the largest WFO vendor in the market.
As reported in DMG Consulting’s new research, Verint remained the leading vendor in many of the categories measured, including total company GAAP revenue, WFO and recording solutions (without video), total voice recording, non-contact center voice recording, and QM/QA applications categories.
“The need for solutions that help companies optimize and engage employees in the front- and back-office is not going to disappear,” notes Donna Fluss, president, DMG Consulting LLC. “Back-office and branch WFO has great potential, and we expect customer journey analytics solutions to become essential for organizations, as these applications give visibility into all aspects of the customer lifecycle.”
Verint Customer Engagement Optimization™ solutions offer a robust blend of software and services spanning workforce optimization, customer analytics and engagement management (KANA) capabilities that enable global enterprises to capture and manage cross-functional information around customer interactions, business processes and workforce performance. These solutions are designed to enhance customer engagement and loyalty, improve operational efficiency and help reduce risk, while driving revenue performance. The software uses actionable intelligence to uncover trends and identify why certain customer and employee behaviors are occurring to help foster seamless interactions across channels and organizations, including back-office and branch locations.
“Being named the market leader by DMG Consulting and maintaining a leadership position in so many areas underscores Verint’s commitment to customer-centricity across multiple delivery models. Likewise, it reinforces our focus on innovative solutions designed to help organizations enhance customer and employee engagement, deliver high-caliber experiences and achieve better business outcomes,” says Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise Intelligence Solutions™.