BPA Featured Article

As customer service serves a key differentiator for businesses, it is a primary focus for organizations to ensure the proper solutions are in place to aid in over-delivering on customer expectations and best the competition. Workforce optimization tools are a critical ingredient to this recipe, and recent research highlights which companies offer the best armory for your contact center.

Pelorus Associates announced Verint (News - Alert) as the global leader for contact center, back office and branch applications in its recently released report Understanding the Global Market for Workforce Optimization Solutions.

“Customer engagement is emerging as the next generation of WFO,” notes Dick Bucci, Pelorus Associates principal analyst. “Verint differentiates based on customer engagement technology that includes superior user interfaces for agents, personalized guidance to assist in decision making, knowledge management for agents, analytics tools to better understand the key drivers of customer satisfaction and a host of solutions that support employee engagement.”

Verint currently possesses 43 percent market share, and as the research illustrates it is also a market leader in core applications of workforce optimization suite as well as interaction recording and quality management. How does Verint separate from the pack? It provides a robust portfolio of customer engagement tools; a unified, enterprise-enabled, analytics-driven WFO suite; and shared intelligence for more rapid and improved decision making.

Bucci also credits Verint for driving the deployment of WFO applications to customer-facing and back-office environments beyond the contact center, noting “Verint has led the charge into these adjacent markets through acquisitions that had specialized software for back-office operations, as well as knowledge management and case management.”

The contact center is a symphony of people, processes and technology working toward the provision of exceptional customer service. Driving engagement, customer satisfaction and loyalty is all in a day’s work.

What’s in your contact center?