Verint Systems Inc. announced a series of recent industry research and perspectives that reinforce its strength in customer satisfaction and technology innovation.
According to the company, cited by both members of the analyst community and customers, Verint is furthering its focus on driving satisfaction and advancing its reputation as a market innovator in Actionable Intelligence and enterprise workforce optimization (WFO) solutions.
According to the 2013 Contact Center Performance Management Market Report from analyst firm DMG Consulting, Verint received the highest issued rating-5 out of 5-in the professional services, training, ongoing service and maintenance, innovation, responsiveness to product enhancement requests, communication and pricing categories for its Impact 360 Performance Management solution. It received a 4.9 in the product satisfaction category, also the highest issued rating.
"Verint received the most notable results in the 2013 contact center performance management customer satisfaction study, an average score of 4.9 across 19 components of product satisfaction, and a perfect score in the other eight categories," comments Donna Fluss, president, DMG Consulting.
Verint's Performance Management provides a single, standardized framework for tracking, managing and improving individual and team performance across the enterprise, from contact centers to branch and back-office operations. By capturing and aggregating data across multiple systems, the software not only provides insight into what employees are doing, but also how effectively they're performing and where they excel or need to sharpen their skills. It can even trigger coaching sessions to help them do so.
Performance Management is an impactful application and often an entry point for Verint's enterprise workforce optimization suite, which is recognized as the most deployed WFO solution in the industry. In fact, in the 2013-2014 Contact Center Workforce Management Market Report, also published by DMG Consulting, Verint was the market leader in the WFO and recording solutions sector, accounting for a 42.4 percent share of the revenue, and the WFO license/software sector with a 44.7 percent market share.
According to Ovum's recent Workforce Optimization Technologies Forecast: 2013-18, "Contact centers are investing in analytics and performance management, upgrading to IP recording solutions, and addressing compliance needs by integrating their quality monitoring and analytics solutions."
This further validates that the market needs offerings like Verint's Business Impact Solutions, which are comprised of pre- defined combinations of WFO and Voice of the Customer Analytics solutions designed to address specific business needs and deliver targeted results.
For instance, earlier this year, Verint's new Business Impact Solution for Personalized Guidance was acknowledged by the analyst community, where Paul Stockford, chief analyst, Saddletree Research, noted, "...we believe that real-time analytics solutions, such as Verint's Personalized Guidance, will not only redefine the customer experience, it will drive the adoption rates of such innovative programs as at-home agent support to the benefit of the industry as a whole."
Verint also has been regarded for its enterprise architecture that enables organizations to experience the full benefits of a customer-centric WFO solution, all from a single provider. In Pelorus Associates' new 2013 World Contact Center Interaction Recording Systems Market research, Verint is cited as helping enable customers to "benefit from easier installation and implementation, and reduced learning curves and training expenses, all of which translate into lower cost of ownership and a faster return on investment. Coupled with solutions and services that draw on a structured upgrade path and single support organization, users gain significant advantages from the next-generation Impact 360 suite."
According to Gartner and its Magic Quadrant for Contact Center Workforce Optimization, "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." The firm also asserts that "Buying all components of a WFO suite as stand-alone purchases will result in a TCO that is at least 20 percent higher over five years than buying WFO as an integrated suite solution."
Verint Enterprise Intelligence Solutions help organizations of all sizes capture and analyze customer interactions, sentiments and trends across multiple channels, improve performance and optimize the customer experience.
Verint is focused on Actionable Intelligence solutions.
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