BPA Featured Article

Verint Leads Back Office WFO

By Paula Bernier, Executive Editor, TMC
June 19, 2017

Verint (News - Alert) Systems Inc. is the top workforce optimization solution provider in the back office/branch sector based on sales. And the back office market is now significantly larger than the WFO market related to contact centers.

All this is according to a new report from DMG Consulting LLC.

The new 2017 Contact Center Workforce Optimization Market Share Report puts Verint’s WFO share in the back office/branch sector market at 62 percent. And the report says that the U.S. back office market has more than 2.5 times the number of employees than the front office.

This represents a shift for WFO solutions, says DMG Consulting President Donna Fluss, as for the past three decades the primary market for such solutions was in the contact center. She also indicates that employee engagement has become more important as millennials have come to dominate the workforce.

“[E]mployee engagement is now more than just a buzzword,” says Fluss. “Private and public institutions and companies are investing to improve employee engagement, a challenge that WFO applications are well suited to address.”

Verint, a BPA Quality partner, also remains a global WFO market share leader in the contact center arena. DMG Consulting this month noted that in its 2017 Contact Center Workforce Optimization Market Share Report.

The report recognized Verint for its leadership in the total company GAAP revenue and market share for all WFO categories, WFO and recording solutions, quality assurance and quality management, total voice recording, non-contact center recording, and total workforce management.

The study also called Verint the leader in the cloud-based WFO space, where the company experienced 25 percent year-over-year growth. And the report said that Verint dominates WFO in Europe, the Asia Pacific, the Caribbean, Latin America, and the Middle East and Africa.

Verint also provides customer engagement solutions.

“We offer organizations a comprehensive Customer Engagement Optimization solution that includes customer analytics, engagement management, and enterprise workforce optimization capabilities, all from a single provider,” Nancy Treaster, Verint’s general manager of strategic operations for enterprise intelligence solutions, told CUSTOMER magazine last year. “As organizations take a more strategic approach to customer service and sales, we believe that they will be better positioned to gain competitive advantage, build more meaningful customer and employee engagement, heighten loyalty, reduce operating costs, and increase revenue.”

Edited by Alicia Young