Verint® announced that Verint has been named a Leader by Gartner, Inc. in the research and advisory firm’s Magic Quadrant for Workforce Engagement Management (WEM) report, published February 13, 2019.
Gartner indicates that WEM Magic Quadrant Leaders “provide functionally broad and deep WEM solutions that can be deployed and supported globally. Their software is suitable for enterprises of all sizes and complexity, and they have broad industry coverage. Their revenue is strong and new references are readily available.”
Report co-authors and Senior Research Directors, Jim Davies and Simon Harrison wrote, “The requirement to have a robust underpinning WFO platform that can drive operational performance does not go away. Gartner therefore assessed each solution’s ability to optimally forecast, schedule, evaluate and train agents within an omnichannel customer engagement centre.”
“We are pleased to have our commitment to WEM leadership acknowledged for 11 consecutive versions of this report,” says Verint’s President, Elan Moriah. “We believe Gartner’s recognition of our market strengths validates what we hear from customers and the market at-large. In fact, our unified and automated approach to employee engagement continues to gain traction with our customers.”
As The Customer Engagement Company, Verint helps organizations simplify, modernize and automate the way they engage customers through their contact centre, branch, back-office and marketing departments, as well as how they empower and engage employees to serve them effectively across assisted and self-service channels. Backed by the latest artificial intelligence and advanced analytics technologies, its broad portfolio of cloud and hybrid solutions deliver greater automation and shared intelligence to drive workforce engagement, customer loyalty and business impact.
“Gartner recommends that WEM solutions be considered strategically within Customer Engagement Centers (CECs), as they not only help improve operational performance but also elevate employee engagement,” add report co-authors and Senior Research Directors Harrison and Davies. “Key market and societal shifts require a repositioning of how organizations manage employee engagement within their contact centres.”
Learn more at www.verint.com/engagement.
*Source: Gartner, Inc. Magic Quadrant for Workforce Engagement Management by Jim Davies and Simon Harrison, February 13, 2019. (This report was formerly titled the Magic Quadrant for Customer Engagement Center Workforce Optimization and the Magic Quadrant for Contact Center Workforce Optimization.)
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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.