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DMG Consulting LLC is an independent research, advisory and consulting firm with a focus in unified communications (UC), contact centers, back-office and real-time analytics. They recently published their 2015 Workforce Optimization (WFO) Mid-Year Market Share Report.

This is a global report which analyzes the performance and activity of the workforce optimization competitors and market during the first half of 2015. The results name Verint (News - Alert) Systems, Inc. as a leader in the WFO market. According to the report, in addition to being the largest WFO vendor in the market, “Verint was the WFO market leader and the strongest performer.”

Verint Systems offers software and hardware solutions for security, surveillance and business intelligence. The main goal of the company is to assist their clients in data analytics, especially those that deal with large data sets. Their frame of thought is “Visibility and insight through desktop and process analytics.”

One of the company’s main products, Verint Back-Office Workforce Optimization, is designed to help automate and simplify many of the activities found in the back office. By analyzing such diverse areas as the processes and the work performed in back-office operations, insight is provided which can help balance workloads, optimize resources and improve quality and compliance.

Senior vice president and general manager, strategic operations for Verint Enterprise Intelligence Solutions, Nancy Treaster, commented that “Being named the market leader by DMG Consulting and maintaining a leadership position in so many areas underscores Verint’s commitment to customer-centricity across multiple delivery models. Likewise, it reinforces our focus on innovative solutions designed to help organizations enhance customer and employee engagement, deliver high-caliber experiences and achieve better business outcomes.”

DMG Consulting's industry reports are designed to help contact center, back-office, IT and enterprise leaders and managers in small, mid-sized and large companies. The latest edition of the Workforce Optimization Product and Market Report analyzed 13 leading and contending vendors and according to DMG, Verint remained the leading vendor in most of the categories that were looked at.

Donna Fluss, president of DMG Consulting LLC, said “The need for solutions that help companies optimize and engage employees in the front- and back-office is not going to disappear. Back-office and branch WFO has great potential and we expect customer journey analytics solutions to become essential for organizations, as these applications give visibility into all aspects of the customer lifecycle.”