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Verint Recognized in Customer Engagement, Workforce Optimization and Product Innovation

TMCnews Featured Article


August 25, 2014

Verint Recognized in Customer Engagement, Workforce Optimization and Product Innovation

By Meenakshi Shankar, TMCnet Contributor


Verint (News - Alert) Systems is a company specializing in Actionable Intelligence solutions. The company recently was recognized for its leadership in workforce optimization (WFO), customer engagement and product innovation. This is in addition to the recognition that has come for its customer experience initiative, desktop and process analytics software, and customer service solutions from KANA, A Verint Company. 


Verint Mobile WFO, a native mobile application for Android (News - Alert) and iOS-based devices, enables frontline employees and managers to enjoy the benefits of WFO while on-the-go. It enables them to respond and take actions in a timely manner. As the company explains, the mobile WFO app covers capabilities that extend across workforce management and performance management. It thereby makes it easier for employees and supervisors to have their business processes become more efficient and effective, not only reducing costs but also improving the customer experience.

Verint has been offering a comprehensive portfolio of software and services for customer engagement optimization. The company’s end-to-end suite, Verint Customer Engagement Optimization, brings together Verint’s workforce optimization and voice of the customer analytics solutions with advanced customer capabilities from KANA.

When it comes to recognition Verint recently garnered significant praise from DMG Consulting, LLC, in its 2014 Contact Center Workforce Optimization Market Share Report1.  DMG cited Verint in the following categories:

  • It holds the top spot for the WFO and recording solutions revenue and market share category. It also leads for quality assurance/quality management revenue and market share.
  • Earned Gold in the Customer Sales and Service World’s “Best Customer Service Program of the Year” category in June 2014.
  • Complemented the above win with KANA’s Bronze placement in the “New Products, Upgrades, Solutions and Innovations for Sales, Customer Service & Contact Center operations” category forKANA Enterprise. The solution addresses complex customer service environments by integrating disparate systems and supporting continuous business processes for both customers and agents across all channels.
  • The Verint Desktop and Process Analytics received the Communications Solutions’ “Product of the Year Award” honor. The solution was recognized in June 2014 for its use within contact center, branch and back-office environments to provide insights into how employees use applications and systems to perform their work.

According to the company, this recognition reinforces its focus on driving technology innovation around the world and responding to market demands for customer engagement optimization software and services.




Edited by Peter Bernstein







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