PRESS RELEASE: Verint® announced its leadership across multiple categories in DMG Consulting LLC’s 2016 Workforce Optimization (WFO) Mid-Year Market Share Report. Published in October 2016, the research analyzes market share and performance of industry vendors during the first half of 2016.
Verint takes the first-place ranking in five of the seven categories evaluated across WFO suite providers. These include total company GAAP revenue and market share, WFO and recording solutions (without video), total voice recording, non-contact center voice recording and QM/QA applications.
The research projects that in the year ahead there will be growing demand in the market sector for solutions such as speech analytics, text analytics and desktop analytics. These tools help companies understand their customers better in order to drive enhanced engagement and experiences.
“Companies need the functionality offered by the WFO vendors. They need the traditional tools that give them visibility into staff performance,” notes Donna Fluss, president, DMG Consulting. “They also need analytically-oriented WFO applications that give them understanding and insights into their customers’ needs and wants.”
“At Verint, we continue to evolve our solutions to help organizations stay competitive in a changing market—enhancing customer and employee engagement, delivering high-caliber experiences and helping organizations achieve better business outcomes,” says Nancy Treaster, senior vice president and general manager, strategic operations, Verint.