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Improving customer engagement is a goal that many businesses share, and with good reason. Better customer engagement means a better chance of return business and improved purchasing patterns from the customers already on hand. Verint (News - Alert) has discovered that better customer engagement often starts with workforce optimization, and recently took home a slate of awards to drive that point home.

Verint's Customer Engagement Optimization system—a workforce optimization tool that also offers customer engagement capabilities—won not only the Saddletree Research Kachina Award, but also the Ventana Research Technology Innovation Award, the KMWorld Trend Setting Product award, and the Communications Solution Product of the Year award from TMC (News - Alert).

That's an impressive slate, and the specifics behind the wins are even more telling. Saddletree's Kachina Award recognized the Verint Customer Analytics system as part of the Innovation in Analytics category. Verint's system won on the strength of its solutions, including speech, text and engagement analytics along with feedback management systems, and said solutions' ability to provide better responses for customer issues.

The Ventana Research award, meanwhile, went to Verint's Telligent Community system for its ability to support not just processes and technology, but also people, in a bid to provide greater insight into current customer operations ranging from social customer service to even employee engagement.

KMWorld's Trend Setting Product designation went to Verint Customer Engagement Optimization for its overall usefulness and innovation, as well as its ability to scale up and down as needs required.  The tool was often found to yield greater workforce performance as well as more desirable customer behavior.

Finally, the TMC award went for Verint's Back-Office Workforce Optimization system, a tool which allowed even greater insight into overall employee behavior with an eye toward addressing anything that might be a shortcoming.

This laundry list of awards drives one point home with unmistakable clarity: Verint has the tools to make most any firm a success in workforce optimization. From the necessary insight to make decisions that best reflect the overall environment to the tools required to take that insight and turn it into actions, Verint has something that will help do the job in grand style. That has to be a welcome development for anyone interested in improving overall business outcomes.

Verint's toolset runs the gamut in the workforce optimization world, and the good news here is that, whatever's needed, it should be ready to fill that need. Given the number of awards it's taken, it should be able to fill that need with a high-quality piece of equipment as well.