Verint® Systems, Inc. today announced its position in the Leaders Quadrant of Gartner’s new Magic Quadrant for Contact Center Workforce Optimization, as published October 27, 2010. This represents the third consecutive year that the company has achieved this market leader status, reflecting the tangible value its customers continue to receive from its software and services.
On an annual basis, research and advisory firm Gartner, Inc. evaluates the contact center workforce optimization (WFO) technology landscape and positions contact center 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 [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.”
“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,” says Nancy Treaster, senior vice president and general manager, 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.”
Verint’s Magic Quadrant standing is based on the company’s ability to execute—covering such aspects as its product/service solution set, overall viability, sales execution/pricing, market responsiveness and track record, marketing execution, customer experience and operations—and its completeness of vision, which includes innovation, market understanding, marketing strategy, sales strategy, offering/product strategy, business model, vertical/industry strategy and geographic strategy as evaluation criteria.
Regarding the WFO market at-large, the Gartner research states that “increased organizational awareness surrounding the value proposition associated with WFO and growing maturity of the existing solutions is fuelling market adoption.” The report also states that “the ability for a WFO solution to improve operational efficiency and at the same time drive interaction effectiveness is a key ‘win win’ for contact centers under pressure to deliver a positive customer experience and potentially increase revenues, without relaxing efficiency goals.”
About the Magic Quadrant
Gartner defines contact center WFO products as those that “combine technologies from several previously siloed functional domains to provide incremental business value.” These include workforce management (WFM) and strategic planning, call recording and quality monitoring (QM), coaching and e-learning, performance management, surveying, and interaction analytics—covering audio and text analytics along with screen analytics, emotion detection and other operational call data. The firm’s research also places emphasis on “the degree of integration and workflow across these domains” and “the architectural underpinnings and provision of aspects such as role based user interfaces…”
The Gartner Magic Quadrant is copyrighted 2010 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express 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 leader in enterprise workforce optimization software and services. Its solutions are designed to help organizations of all sizes capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization™ suite is the industry’s most unified solution set—featuring quality monitoring and recording, workforce management, customer interaction analytics (speech analytics, text analytics, data analytics and customer feedback surveys), desktop and process analytics, performance management, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into 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.”
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, 2010 and our Quarterly Report on Form 10-Q for the quarter ended July 31, 2010. 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.
VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING ACTIONABLE INTELLIGENCE, INTELLIGENCE IN ACTION, ACTIONABLE INTELLIGENCE FOR A SMARTER WORKFORCE, VERINT VERIFIED, WITNESS ACTIONABLE SOLUTIONS, STAR-GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA, EDGEVR, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT 360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY, CONTACTSTORE, and CLICK2STAFF are trademarks or registered trademarks of Verint Systems Inc. or its subsidiaries. Other trademarks mentioned are the property of their respective owners.
[Content made possible by PRZOOM indexing services]