Verint® Systems, Inc. today announced its position in the “Leaders” quadrant of the newly published “Magic Quadrant for Contact Center Workforce Optimization”1, a November 7 report from research and advisory firm Gartner, Inc.
Each year, Gartner evaluates the contact center workforce optimization (WFO) technology landscape and positions WFO providers in one of four quadrants based on an evaluation of their completeness of vision and ability to execute. According to the firm,“Leaders in the WFO market provide functionally broad and deep [and] WFO solutions that can be deployed and supported globally. This software is suitable for all sizes and complexities of enterprises, and has broad industry coverage. Revenue is strong, and new references are readily available.”2
For “completeness of vision,” Gartner determined Verint’s Magic Quadrant leader quadrant positioning based on such aspects as market understanding, market strategy, sales strategy, offering/product strategy, business model, vertical/industry strategy, innovation and geographic strategy. The company’s “ability to execute” assessment included such evaluation criteria as product/service, overall viability, sales execution/pricing, market responsiveness and track record, marketing execution, customer experience and operations.
Of the market itself, the research notes that “As organizations are drawn to the associated value proposition, which involves cost of ownership, single-vendor relationship and cross-function workflow, interest in contact center workforce optimization (WFO) is increasing…”3
Adds report author and Gartner Research Director Jim Davies,“Increased organizational awareness surrounding the value proposition associated with WFO and growing maturity of the existing solutions are fuelling market adoption. The ability of a WFO solution to improve operational efficiency and, at the same time, drive interaction effectiveness is a key driver for contact centers under pressure to deliver a positive customer experience and potentially increase revenue, without relaxing efficiency goals.”4
“The past year has marked some exciting innovations in our Impact 360® suite that are driving even more compelling value around an enterprise workforce optimization approach and how it can impact organizations and their end consumers,” says Nancy Treaster, general manager, strategic operations, Verint Witness Actionable Solutions®.
“Following our 2011 launch of the market’s first, and only, fifth-generation WFO suite—and with the addition of powerful, new Voice of the Customer capabilities—we’re focused on helping our customers acquire, analyze and act on the vast market, business and customer intelligence available to them. In an age of many channels and touch points, we’re committed to delivering innovation and solutions that provide the actionable intelligence required for better performance and stronger customer relationships,” adds Treaster.
About the Gartner Magic Quadrant
By Gartner’s definition,“Contact center WFO combines technology from several previously siloed functional domains to provide incremental business value. Key functional domains include: WFM and strategic planning, call recording and QM, coaching and e-learning, performance management, surveying (focused on capturing operational and agent performance information), and interaction analytics (audio and text analytics combined with screen analytics, emotion detection and associated operational call data).”5
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the worldwide leader in enterprise workforce optimization (WFO) software and services. As the market's first 5th-Generation WFO solution, its unified Impact 360® suite enables organizations of all sizes to capture, analyze and act on customer, business and market intelligence, and optimize customer experiences. Impact 360 Workforce Optimization™—comprised of quality monitoring and recording, voice of the customer analytics, desktop and process analytics, workforce management, performance management, eLearning, coaching and more—serves as a strategic asset across front- and back-office sales and service operations that help shape the customer experience. Used by thousands of organizations around the globe, Verint solutions help improve the entire customer service delivery network, powering decisions Real Time at the Right Time™ to advance service excellence across today's customer-centric enterprises.
About Verint Systems, Inc.
Verint® Systems, Inc. (verint.com) is a global leader in Actionable Intelligence® solutions and value-added services. Our solutions enable organizations of all sizes to make timely and effective decisions to improve enterprise performance and make the world a safer place. More than 10,000 organizations in over 150 countries—including over 85 percent of the Fortune 100—use Verint solutions to capture, distill and analyze complex and underused information sources, such as voice, video and unstructured text. Headquartered in Melville, New York, we support our customers around the globe directly and with an extensive network of selling and support partners. Verint is listed on the NASDAQ Stock Market under the symbol “VRNT.” Visit us at our website.
1-5 Gartner “Magic Quadrant for Contact Center Workforce Optimization” by Jim Davies, November 7, 2011
This press release contains forward-looking statements, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the year ended January 31, 2011 and our Quarterly Report on Form 10-Q for the quarter ended July 31, 2011. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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