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

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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

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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

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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

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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

WFO Reimagined: Verint Launches the Customer Engagement Hub

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Arguably, no function within the modern enterprise harbours more valuable consumer data than contact centres. Every day formal and informal contact centres hear from customers, prospects, investors, employees, vendors, and other constituents. 

Unfortunately, these organizations often function like libraries in reverse. Valuable content is deposited every day but seldom withdrawn. The information is squirreled away in various data lockers accessible only with different keys controlled by different individuals and departments. Successful enterprises require timely and … Read More

Realigning the Bank Branch for the New Normal with Analytics

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COVID-19 has caused significant constraints on the bank branch channel with temporary closures and service limits—while moving nearly half of the branch interactions to digital channels and contact centers.

These developments present banking leaders with new risks and strategic challenges for realigning branch delivery and resources.

Survey Results

A recent survey of Kiran Analytics, Verint’s branch business unit, customers representing nearly 40,000 branches showed widely varied responses to the pandemic.

And when asked about how … Read More

How to Equitably Manage Employee Productivity Across Teams, Sites and Work-from-Home Staff

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In preparation for our Verint Virtual Customer Engagement Conference, I recently interviewed a business analyst at a large global insurer. Unfortunately, she became camera shy and declined to be recorded, but she did share with me their journey to improved operational visibility and employee productivity in their back-office operations, which spans locations across the globe.


To protect her anonymity, I’m going to call her Jane. Following is a transcript of our conversation. You can … Read More

Transitioning Your Back-Office Workforce to Work from Home

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You’ve likely made the recent decision to have the majority of your employees work from home. This presents many challenges including employee communication, connectivity and engagement. But it also presents a challenge to managers who need to understand who is doing what and when to ensure production and service goals are met.

How do you do this when you can no longer walk the floor to see how people are working? 

Luckily, you may already … Read More

4 Essential Questions to Answer for a Successful Cloud Move

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So you’re thinking of moving to the cloud for your
customer engagement solutions.

According to Digital Journal, over 90% of all enterprises project to use cloud platforms to innovate and improve agility by 2021. In other words, you know that your peers and competitors are moving to cloud to improve the customer experience (CX) and lower costs.If you’re ready to begin innovation in the cloud, what should you consider first? We created an eBook, “4 … Read More

Do You Have an Employee 35?

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At our customer conference, Engage, an insurance company executive told an eye-popping story about a discovery they made with application usage data. They discovered an employee who was working a full day plus mandatory overtime, yet was only spending 25% of his time on actual production work. On average 61% of his time was spent idle or inactive!

No, he wasn’t a remote employee that the manager couldn’t physically see. He worked in the … Read More