For the Thirteenth Consecutive Year, Verint Named a Leader in Contact Center WFO Market; Ranked First in Customer Satisfaction for Product Capabilities; Earns Top Ranking as Quality Management Market Share Leader

Verint Systems Inc., The Customer Engagement Company, announced it has been recognized for the thirteenth consecutive year as a leader in workforce optimization (WFO) in DMG Consulting LLC’s new 2019/2020 Workforce Optimization Product and Market Report*.

Verint is the only featured vendor to receive a perfect score of five out of five in overall WFO Product Suite Satisfaction Ratings and Implementation Satisfaction Ratings. Verint was also ranked the highest in customer satisfaction for product capabilities overall, earning an average score of 4.63. The ranking included top scores in nine of the report’s 11 categories, including perfect scores for the ability to leverage results from each module across the suite and the ability to provide business intelligence.

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Other highlights in the report include:

• Verint is the only vendor to receive a perfect five out of five for implementation. The company tied for the highest scores for planned product innovations and responsiveness to product enhancement requests.
• Verint is ranked as the market share leader in what DMG identifies as two core modules of the contact center WFO market: Total Voice Recording, where Verint captured a 51.6 percent market share in the first half of 2019; and Quality Management (QM), where Verint captured a 41.6 percent market share in the first half of 2019.
• Verint also had perfect customer satisfaction scores in other key components: QM, Workforce Management (WFM), Digital Channel Recording, Knowledge Management (KM) and Interaction (speech and text) analytics.

“It’s been an amazing decade for the contact center WFO market due to the benefits and value that companies have realized from contact center WFO suites, a trend that DMG expects to continue into the new decade,” notes Donna Fluss, president, DMG Consulting. “Interest in the new generation of AI and automation-enabled solutions is growing at never-before-seen-rates.”

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AI and Automation Enablement are Here to Stay

“The report’s predictions about market demand for AI- and automation-enabled solutions are aligned with our strategy to help organizations simplify, modernize and automate their enterprise customer engagement,” says Verint’s Ryan Hollenbeck, SVP, global marketing and customer experience program executive sponsor. “Leading organizations across industries and around the world choose Verint to help them elevate customer engagement to a competitive differentiator for their entire company, and trust Verint to power their evolution toward modern customer engagement. From a WFO perspective, our Workforce Engagement Cloud offerings help organizations attract and keep talent, as well as give employees the ability to work anywhere, anytime. The result is engaged, motivated and informed employees who are critical to providing the best customer experience (CX).”

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