Research Shows Highest Contact Center WFO Market Share in Asia-Pacific, Europe and “Rest of World,” Also for Back Office and Branch

Verint Systems Inc., The Customer Engagement Company,  announced that it has been recognized as a market leader in DMG Consulting’s latest Contact Center Workforce Optimization Market Share Report.

According to the report, Verint retained significant workforce optimization (WFO) presence in all global regions. DMG cited Verint for dominant market leadership in Asia-Pacific where its 53 percent market share leads the next nearest vendor by a 25 percent margin, and for Rest of World (Caribbean and Latin America, Middle East and Africa) where its 61 percent market share is 39 percent ahead of remaining vendors. Verint likewise holds the leader position in Europe with a 38 percent market share.

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“The contact center WFO segment hit an important milestone in 2019 when this mature IT sector exceeded $2 billion in revenue,” said Donna Fluss, president, DMG Consulting. “The future of WFO applications will be based on three fundamental concepts in the technology market today: AI, analytics and automation.”

Back-office/branch was the second largest vertical, behind contact center, for the WFO market in 2019. There, DMG cited Verint’s commanding 60 percent market share leadership while highlighting its workforce management (WFM) and analytics capabilities. Verint is the market share leader, among WFO suite vendors, for total WFM revenue worldwide at 24.6 percent.

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“Echoing DMG’s outlook, workforce engagement technologies make critical contributions in today’s business environment and are bringing the market into its next generation as cloud and digital transformation technologies further aid operations and improve customer experience,” says Verint’s Nancy Treaster, SVP and general manager, strategic operations.

Verint Workforce Optimization is a unified suite of cloud solutions for capturing interactions and managing the performance of employees across the enterprise. This includes workforce management, call recording, automated quality management, performance management, knowledge management, speech, text, and desktop analytics and much more.

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