Verint ®, The Customer Engagement Company ™ announced that it has again been recognized for its leadership in workforce management (WFM)—including a perfect score and the highest score by customers for their overall satisfaction with all aspects of their vendor relationship—in DMG Consulting LLC’s new 2019/2020 Workforce Management Product and Market Report.
Verint also received the top average rating of the 6 featured vendors in two key categories of the report: customer satisfaction with product components and customer satisfaction with product effectiveness. Highlights include:
- Product component satisfaction leader. With an average satisfaction rating of 4.96, Verint scored highest of the 6 vendors in this area, achieving a perfect score of 5.0 in 14 of 16 categories of customer satisfaction with product components, including omni-channel forecasting, agent self-service features, mobility features and back-office/branch functionality.
- Product effectiveness satisfaction leader. With an average score of 4.95, Verint outpaced all other featured vendors in this section which targeted customer satisfaction with various aspects of product effectiveness, including forecast accuracy, improving contact center performance and supporting complex global work rules. Verint achieved top scores in 14 of 16 categories–with 13 of them a perfect 5.0.
- Vendor satisfaction leader. Verint was the only vendor with a perfect 5.0 in overall vendor satisfaction, a separate category in which customers were asked to rate their overall satisfaction with all aspects of their vendor relationship. In addition, this section of the report measures customer satisfaction in 9 other broad categories including product, implementation, training, vendor communication, and ongoing service and support. In total, Verint earned the top score in eight of 10 of these categories, including a perfect score in six areas.
“WFM, which has always been a vital component of contact center technology, has become a necessity due to social, economic and business trends,” notes Donna Fluss, president, DMG Consulting. “The gap between ‘old school’ and ‘new wave’ WFM continues to widen, and the key differences are flexibility and automation. Flex scheduling, agent self-service empowerment and adaptive real-time scheduling capabilities are the new standard of WFM, and are key competitive differentiators for the WFM vendors who offer these capabilities.”
“Part of our guiding principle is to ’ understand our customers’ business needs,’ proactively communicate with them, and make it easy to do business with us throughout their journey,” says Verint’s Ryan Hollenbeck, svp, global marketing and customer experience program executive sponsor. “In order to constantly innovate, we must stay close to market demands—and even closer to our customers and their requirements.”
“To keep up with rapid changes in the WFM and wider customer engagement landscape, organizations need trusted partners and proven solutions that are easy to own, easy to operate, and easy to expand. Increasingly, these solutions must support collaboration, automation, open interfaces, simple integrations, and cloud and other deployment models—all key success factors for driving modern customer engagement with greater simplicity.”
Verint Workforce Management™ is an automated, enterprise-wide solution designed to help organizations simplify, modernize and automate the processes involved in planning, forecasting and optimally scheduling employees to match workloads across customer-servicing departments (contact center, back office operations and branch/remote offices). The solution further provides holistic visibility into and manageability of the work, people and processes across customer touch points.
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.
1 Source: DMG Consulting LLC, 2019/2020 Workforce Management Product and Market Report, March 7, 2019 .