Verint announced that it has been recognised as a market leader in DMG Consulting’s latest Contact Centre Workforce Optimisation Market Share Report.*
According to the report, Verint’s five-year compounded annual growth rate (CAGR) between 2016 and 2020 for sales of contact centre WFO solutions is strong, particularly given the amount of revenue Verint earned in this sector. Verint moved into first place in several categories in fiscal year 2020 including: contact centre WFO revenue, services revenue and indirect WFO sales. The company retained its commanding leadership position for sales of WFO solutions to the branch and back office. Verint also moved into the market leadership position for sales of contact centre recording solutions, which was estimated by DMG to be the second largest sector in the WFO suite market for the year.
According to Donna Fluss, president, DMG Consulting, “Workforce optimisation solutions have been major contributors to the success of contact centres because they give managers oversight capabilities, regardless of where their agents are based, although having cloud-based offerings made the remote workforce challenge much easier than it was for companies that had less flexible premise-based solutions.”
Verint’s continued innovation in contact centre recording supports these rankings with the launch of Engagement Data Management and enterprise recording capabilities in unstructured data environments as well as the native integration of Verint Recording with Microsoft Teams calling and meeting scenarios.
“The Verint WFO solution is leading across the enterprise from the contact centre to the back office to the branch,” says Verint’s Celia Fleischaker, chief marketing officer. “Our open cloud platform has enabled us to expand our partner ecosystem which has led to accelerated indirect sales, all to the benefit of our customers worldwide.”
Workforce Optimisation is part of Verint’s Workforce Engagement suite that is designed to connect work, data and experiences across the enterprise in order to power the future of work, engage employees, and create enduring customer relationships.
Visit Verint Workforce Engagement to learn more.
*Source: DMG Consulting, Contact Center Workforce Optimisation Market Share Report, May 2021. This report measures revenue for fiscal full-year 2020.