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Customers Give Verint Top Scores in New Workforce Optimisation Market Report

Verint announced that it has received top scores in multiple customer satisfaction categories according to DMG Consulting LLC’s 2021/2022 Workforce Optimisation/Workforce Engagement Management Product and Market Report.* 

The latest report presents an in-depth analysis of the contact center workforce optimisation (WFO)/workforce engagement management (WEM) market, trends, competitive landscape, product suites, technology and innovation and features seven leading and contending vendors.  

“The pace of innovation in the contact center is more rapid than at any … Read More

Name Changers vs. Game Changers

With the publication of my column in the January 2022 issue of Contact Centre Pipeline magazine, I officially announced to the industry my intention to retire this year. I have not renewed any client contracts for 2022 and have not initiated any new research, so I guess I’m really serious about this. I still have a couple of webinars to do during the first quarter of this year, and perhaps a little bit of blogging … Read More

Return to Branches: What, When, and Where to Optimise Market Opportunity

As we come out of the dramatic branch closures and shift to digital channels caused by the pandemic, banks are asking themselves: Where do I need branches, and when should they be kept open?

Now some might be sceptical about the need for a bank branch, but they should think otherwise. Convenience of a local branch is still a top driver of why people choose a specific bank. According to a 2019 study by Market … Read More

Did You Hear? Independent Research Firm Names Verint Workforce Engagement a Leader in WFO Evaluation

Verint announced that its Workforce Engagement solution has been named a leader in The Forrester WaveTM: Workforce Optimisation Platforms Q4 2021 report.*

According to the report, “Verint’s unified suite is a key strength; it spans end-to-end workforce optimisation (WFO) including cross-channel workforce management (WFM), quality management, performance management and reporting. Verint is cited as a leader, receiving the highest score in the prescriptive analytics criterion.

The report, authored by Forrester senior analyst Vasupradha … Read More

Independent Research Firm Names Verint Workforce Engagement a Leader in Workforce Optimisation Evaluation

Verint announced that its Workforce Engagement solution has been named a leader in The Forrester Wave: Workforce Optimisation Platforms Q4 2021 report.*

According to the report, “Verint’s unified suite is a key strength; it spans end-to-end workforce optimisation (WFO) including cross-channel workforce management (WFM), quality management, performance management and reporting. Verint is cited as a leader, receiving the highest score in the prescriptive analytics criterion.

The report, authored by Forrester senior analyst … Read More

Verint Recognised for Customer Engagement Leadership in 2021 CRM Industry Leader Awards

The Customer Engagement Company Earns Accolades for Innovations in Cloud, AI, and Analytics Critical to Drive Digital-First Customer Experience Excellence Across the Enterprise

Verint announced it was recognised in The 2021 CRM Industry Leader Awards by CRM Magazine in the Best Workforce Optimisation (WFO) and Best Contact Center Analytics categories.

CRM’s Annual Industry Leader Awards are given to the top five vendors in 10 categories spanning sales, marketing, and customer service. CRM magazine asked its … Read More

Verint Voice of the Customer Platform Wins 2021 MetriStar Top Provider Award

Report Reveals Verint VoC Platform Users Experience Significant Revenue Growth and Customer Ratings, Employee Satisfaction and Agent Efficiency Improvements

Verint announced today that its Voice of the Customer (VoC) Platform has been named a Top Provider in the 2021 Metrigy MetriStar Awards, in recognition of the solution’s value in driving high business success and above-average customer sentiment ratings.

Verint is one of two vendors to earn “Top Provider” accolades out of a field of 15 … Read More

Did You Hear? Verint Workforce Engagement Solutions Recognized for Market Share Leadership Across Multiple Categories

Verint recently 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, … Read More

Verint Workforce Engagement Solutions Recognised for Market Share Leadership Across Multiple Categories in New Contact Centre Market Report

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 … Read More

The Secret to Verint’s WFM Success in the Asia-Pacific Region

Every two years Pelorus Associates publishes a comprehensive analysis of the global market for workforce management software. Our most recent report, cleverly named 2020 World Workforce Management Systems Market, was released in August. The report revealed that in 2019 Verint Systems was again the global leader, capturing 28% of the $605 million market for WFM software. This is a repeat of the results for 2017. To no small measure, Verint’s success can be traced to … Read More