Verint®, The Customer Engagement Company™ 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 6, 2018.
Gartner’s Magic Quadrant is the culmination of research in a specific market, offering a wide-angle view of the relative positions of the market’s competitors. In this report, it states that “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 Research Directors Jim Davies and Simon Harrison, and Research VP Drew Kraus wrote, “WFO is an established multibillion dollar software market… Its core value proposition arises from the tight integration and workflow across functional domains.”* Within the past 10 versions of the report, Gartner has cited Verint as a Leader in its Magic Quadrant for Workforce Engagement Management.**
As The Customer Engagement Company, Verint helps organizations simplify, modernize and automate the way they engage customers through their contact center, branch, back-office and marketing departments, as well as how they empower and engage employees to effectively serve them 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.
“Key market and societal shifts require a repositioning of how organizations manage employee engagement within their contact centers,” adds Davies, Harrison and Kraus. “The impact a motivated and engaged employee can have – not just on operational performance but also on the customer experience – should not be underestimated and should help justify future investment.”*
Note: In the Magic Quadrant for Workforce Engagement Management report, Gartner notes that “Key [WFO] functional domains facilitate the recording and assessment of employee performance, combined with the ability to forecast and schedule staffing levels to ensure that operational service-level targets are met.”* Gartner further defines key areas of WEM functionality as including: recruitment and onboarding; evaluation and improvement; time management; assistance and task management; metrics and recognition; and voice of the employee.*
*Source: Gartner, Inc. Magic Quadrant for Workforce Engagement Management by Jim Davies, Drew Kraus, Simon Harrison, February 6, 2018. **This report was formerly titled the Magic Quadrant for Customer Engagement Center Workforce Optimization and the Magic Quadrant for Contact Center Workforce Optimization.