Outbound Call Center Featured Article

Verint Declared Market Leader for Third Consecutive Year

By Carolyn J Dawson
TMCnet Contributor

Verint Systems, a leading Actionable Intelligence solutions and value-added services provider, recently announced that Gartner (News - Alert) has declared Verint as the market leader for the third consecutive year.

The Leaders Quadrant of Gartner’s new Magic Quadrant for Contact Center Workforce Optimization was published in October. The research and analysis is conducted by Gartner on an annual basis, and therefore provides regular evaluation of the contact center workforce optimization (WFO) technology, its landscape and positions. The contact center WFO providers in one of four quadrants and Verint’s (News - Alert) Magic Quadrant position is based on an evaluation of its completeness of vision and ability to execute.

The Gartner report states that the ability of a WFO solution to help improve the company’s operational efficiency is the key to a win-win situation for contact centers, which are under constant pressure to deliver positive customer experience. Also interaction between company and its customer, as well as increase in revenues and enhanced efficiency, will add to the company’s success.

“Our customers are driving this momentum for Verint, both around the contact center and in expanding our solutions into other customer-facing parts of the enterprise, including back-office operations and remote/branch office environments,” said Nancy Treaster, senior vice president and general manager of Verint Witness Actionable Solutions. “Considering this research doesn't even include enterprise workforce optimization, and in particular how our customers and prospects view Verint as the leader not just in the contact center as this research demonstrates but also in the extended enterprise, we're pleased with the momentum we have continued to experience in the market.”

A member of the Gartner Research Team added, “Leaders in the WFO market provide functionally broad and deep [through] WFO software solutions that can be deployed and supported globally. These solutions are suitable for all sizes and complexities of enterprises, and have broad industry coverage. Revenue is strong, and new references are readily available. Increased organizational awareness surrounding the value proposition associated with WFO and growing maturity of the existing solutions is fuelling market adoption.”

The Magic Quadrant analysis covers aspects such as the company’s product or service solution set, its sales execution and pricing, overall viability, track record, market responsiveness, sales strategy, marketing strategy, product offering, product strategy, market understanding, business model, vertical or industry strategy and geographic strategy. It also includes include workforce management (WFM) and strategic planning, performance management, coaching and e-learning, call recording and quality monitoring (QM), surveying, and interaction analytics, which covers audio and text analytics along with screen analytics, emotion detection and other operational call data.