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 20, 2013 report is based on the company’s ability to execute and completeness of vision.
On an annual basis, Gartner evaluates the contact center workforce optimization 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.” 1
According to report author and Gartner Research Director Jim Davies, “By year-end 2015, 30% of organizations with over 300 agents will adopt an integrated approach to workforce optimization (WFO), and will achieve the associated increases in operational efficiency and customer satisfaction.” 2
“In our opinion, Gartner’s placement of Verint in the Leaders quadrant this year and in years prior demonstrates our ongoing commitment to a unified WFO solution that helps organizations worldwide use the voice of their customers to drive operational excellence across the entire enterprise,” says Elan Moriah, president, Verint Enterprise Intelligence Solutions ™ and Verint Video and Situation Intelligence Solutions ™. “Verint enables global organizations to take a customer-centric approach to their WFO deployments—from the contact center, to branch and back-office environments—to help optimize the workforce, improve process and enrich interactions.”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/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. 3 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: strategic planning, recruitment, workforce management (WFM) including intraday optimization, 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.” 4 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.
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