This account is pending registration confirmation. Please click on the link within the confirmation email previously sent you to complete registration.
Need a new registration confirmation email? Click here
TheStreet Open House

Verint Placed In “Leaders” Quadrant Of 2012 Magic Quadrant For Contact Center Workforce Optimization

Verint® Systems Inc. (NASDAQ: VRNT) today announced that it has been positioned in the “Leaders” quadrant of the newly published “Magic Quadrant for Contact Center Workforce Optimization” report from research and advisory firm Gartner, Inc. Verint’s standing in the firm’s November 7, 2012 report is based on the company’s completeness of vision and ability to execute. 1

On an annual basis, Gartner evaluates the contact center workforce optimization (WFO) technology landscape and positions providers in one of four quadrants. According to the firm, “Leaders in the WFO market provide functionally broad and deep WFO solutions that can be deployed and supported globally. Their 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

According to report author and Gartner Research Director Jim Davies, “The benefits of a WFO suite approach range from having a single-vendor contract and a lower TCO to removing integration problems, and the incorporation of cross-functional workflow is driving adoption.” 3 He adds, “As the market matures, greater emphasis is being placed on solution integration/unification and WFO customers/references using the entire suite. Embedded analytics is of greater importance, as is a clear strategy for mobile and social alignment and SaaS-based deployment.” 4

Additionally, the report points to the impact of and rise in analytics solutions, stating that “Multichannel interaction analytics has matured to the point where adoption should now be considered, due to the insight and business value that can be obtained. It should be viewed as an integral part of a WFO solution, and not a stand-alone luxury item.” 5

“We believe Gartner’s placement of Verint in the Leaders quadrant demonstrates our commitment to customer success and innovation, including our approach to helping organizations use the multichannel voice of their customers to drive operational excellence,” says Elan Moriah, president, Verint Enterprise Intelligence Solutions and Verint Video Intelligence Solutions . “We remain focused on helping organizations worldwide take a customer-centric approach to their WFO deployments, including innovative ways to make their big data actionable throughout their enterprises—from the contact center, to branch and back-office operations, to other groups that help shape the ultimate customer experience.”

Verint’s Magic Quadrant standing is based on the company’s ability to execute—covering its product/service; overall viability; sales execution/pricing; market responsiveness and track record; marketing execution; customer experience; and operations—and its completeness of vision, which includes innovation; business model; market understanding; marketing strategy; sales strategy; offering (product) strategy; vertical/industry strategy; and geographic strategy. 6

By Gartner’s definition, “WFO solutions contain complementary functions designed to improve contact center performance through the optimized deployment of appropriately trained and motivated agents. Functions range from recruitment and scheduling to evaluation and training. By adding intelligence to each of these functions, the ability to further optimize this cycle is achievable. Key functional domains include: workforce management (WFM) and strategic planning, call recording and quality management (QM), coaching and e-learning, performance management (PM), 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).” 7

About the Gartner Magic Quadrant

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.

1 of 3

Select the service that is right for you!

COMPARE ALL SERVICES
Action Alerts PLUS
Try it NOW

Jim Cramer and Stephanie Link actively manage a real portfolio and reveal their money management tactics while giving advanced notice before every trade.

Product Features:
  • $2.5+ million portfolio
  • Large-cap and dividend focus
  • Intraday trade alerts from Cramer
  • Weekly roundups
TheStreet Quant Ratings
Try it NOW
Only $49.95/yr

Access the tool that DOMINATES the Russell 2000 and the S&P 500.

Product Features:
  • Buy, hold, or sell recommendations for over 4,300 stocks
  • Unlimited research reports on your favorite stocks
  • A custom stock screener
  • Upgrade/downgrade alerts
Stocks Under $10
Try it NOW

David Peltier, uncovers low dollar stocks with extraordinary upside potential that are flying under Wall Street's radar.

Product Features:
  • Model portfolio
  • Stocks trading below $10
  • Intraday trade alerts
  • Weekly roundups
Dividend Stock Advisor
Try it NOW

Jim Cramer's protege, David Peltier, identifies the best of breed dividend stocks that will pay a reliable AND significant income stream.

Product Features:
  • Diversified model portfolio of dividend stocks
  • Alerts when market news affect the portfolio
  • Bi-weekly updates with exact steps to take - BUY, HOLD, SELL
Real Money Pro
Try it NOW

All of Real Money, plus 15 more of Wall Street's sharpest minds delivering actionable trading ideas, a comprehensive look at the market, and fundamental and technical analysis.

Product Features:
  • Real Money + Doug Kass Plus 15 more Wall Street Pros
  • Intraday commentary & news
  • Ultra-actionable trading ideas
Options Profits
Try it NOW

Our options trading pros provide daily market commentary and over 100 monthly option trading ideas and strategies to help you become a well-seasoned trader.

Product Features:
  • 100+ monthly options trading ideas
  • Actionable options commentary & news
  • Real-time trading community
  • Options TV
To begin commenting right away, you can log in below using your Disqus, Facebook, Twitter, OpenID or Yahoo login credentials. Alternatively, you can post a comment as a "guest" just by entering an email address. Your use of the commenting tool is subject to multiple terms of service/use and privacy policies - see here for more details.
Submit an article to us!
DOW 17,279.74 +13.75 0.08%
S&P 500 2,010.40 -0.96 -0.05%
NASDAQ 4,579.7890 -13.6380 -0.30%

Brokerage Partners

Rates from Bankrate.com

  • Mortgage
  • Credit Cards
  • Auto

Free Newsletters from TheStreet

My Subscriptions:

After the Bell

Before the Bell

Booyah! Newsletter

Midday Bell

TheStreet Top 10 Stories

Winners & Losers

Register for Newsletters
Top Rated Stocks Top Rated Funds Top Rated ETFs