Verint®, The Customer Engagement Company™ announced that it has been named the global market leader in Pelorus Associates’ 2018 Workforce Management (WFM) Systems Market report with a number one ranking in overall global market share.1
Commenting on Verint’s vision and execution in the WFM space, Pelorus says: “Verint has always viewed WFM as a priority product. Verint’s products are noted for ease-of-use and robust complement of features. A key point of differentiation between Verint and other WFM vendors is the company’s early and steadfast commitment to the back-office/branch office market.”
The report outlines key WFM trends and requirements and underscores its importance in the overall customer engagement equation, and it states that “As the voice of the company, agents are uniquely positioned to strengthen or weaken brand loyalty and corporate image.” Over the years, Pelorus research consistently emphasizes that the contact center is a strategic and valuable resource to understand the voice of the customer—gathering information that can be mined for greater insight into customer motivations and behaviors.
“In our latest report, we explore how WFM can assist in helping organizations differentiate via service while improving responsiveness to customer individuality and preferences,” said Dick Bucci, principal, Pelorus Associates. “As well, WFM has a vital role in addressing new ‘Gig Economy’ talent scenarios, countering pending labor shortages, and supporting productivity. These are all themes that Verint touches on in the company’s positioning of its WFM solutions—which are leveraged as the customer engagement backbone of a growing number of leading brands worldwide, per our research.”
The report also speaks to the cloud’s “dramatic impact” in the WFM sector. Per the report, “…contact centers of all sizes are either adopting or seriously evaluating cloud options” for WFM.
Verint WFM is part of a broader set of workforce engagement offerings that can simplify and consolidate global systems, automate processes to reduce operating costs, and modernize employee engagement. This helps organizations reduce effort and empower employees across distributed call center networks, to function as one agile team for more responsive customer engagement.
Verint offers a full range of deployment options—from cloud, to on-premises and hybrid—to support each customer’s unique requirements and help ensure that as organizations grow, their solutions grow with them. Verint solutions align with Pelorus Associates’ cloud outlook, as growing number of organizations view cloud WFM as the preeminent path to increased scalability and flexibility in support of global operations.
Verint Workforce Management™ is an automated, unified, enterprise-wide solution designed to help organizations plan, forecast, and optimally schedule employees to match workloads across customer-servicing departments. The solution provides holistic visibility and improved resource allocation for best outcomes regarding work, people, and processes across customer touch points.
1 Source: Pelorus Associates, 2018 World Workforce Management Systems Market, September 2018.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. 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.