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Gartner has recognized Verint (News - Alert) in its Magic Quadrant for Workforce Engagement Management as leader for simplifying the customer service complexities along with solutions to help organizations address employee performance and engagement.

The ability for consumers to interact with the companies they do business with has created greater customer expectation, which has resulted in more awareness of the customer experience. For organizations with many products and services, systems, procedures and the different touch points in which they can interact with their customers, it has become more varied and complex. Bringing all the different moving parts together so they can be optimized to make the organization better and deliver superior customer service has fallen to workforce optimization (WFO) and workforce engagement management (WEM) solutions.

Verint is a global company providing actionable intelligence solutions focused on customer engagement optimization, security intelligence, fraud, risk and compliance. Currently more than 80 percent of the Fortune 100 companies and a total of more than 10,000 organizations in close to 180 countries count on the solutions from Verint so they can make decisions that are timely, well-informed and effective.

In the report, Gartner (News - Alert) explained the functional domain of workforce optimization solutions is to facilitate the recording and assessment of employee performance combined with the ability to forecast and schedule staffing levels to ensure operational service-level targets are met. And in addressing workforce engagement management, it said the functionality includes: recruitment and onboarding; evaluation and improvement; time management; assistance and task management; metrics and recognition; and voice of the employee.

Report co-author and Research Director Jim Davies (News - Alert) said, "Gartner recommends that WEM solutions be embraced strategically within customer engagement centers as they not only help improve operational performance but also elevate employee engagement." With co-author and Research VP Drew Kraus adding, "The impact a motivated and engaged employee can have not just on operational performance but also the customer experience should not be underestimated and should help justify future investment."

The Verint Engagement Management platform is a suite of cloud enabled solutions that brings together knowledge management, self-service, agent desktop, case management and omnichannel customer engagement. According to the company, it is a single solution designed to simplify customer service with on premises or cloud deployments across channels, data, processes and knowledge base. This comprehensive approach improves service interactions across all channels to deliver better quality, speed and consistency of service.

Gartner stated, "Workforce engagement management solutions expand on the already mature workforce optimization market by also accommodating technologies that help drive employee engagement." This is the eighth year in which Verint has been cited as a Leader in its Magic Quadrant for Customer Engagement Center Workforce Optimization reports.