Call Center QA Featured Article

July 13, 2018

Verint Vying for Workforce Optimization Leadership

By , Web Editor

From the front-lines of the contact center, to its back-end, this complex array of people, processes and technology possesses little margin for error. Customer service delivery in the omnichannel age requires more than just a workforce management or fancy contact center solution, it requires commitment.

Verint (News - Alert) has shown a commitment to equipping the contact center with the tools required to meet the rigorous demands of customer service. The workforce optimization provider announced that DMG’s new 2018 Contact Center Workforce Optimization (WFO) Market Share Report,spotlighted the firm, ranking Verint leader in 10 of 16 categories.

“This new research underscores Verint’s continued leadership in customer engagement solutions for contact center, back-office and branch operations, as our global customers continue to gain value and differentiation by simplifying, modernizing and automating customer engagement,” says Verint’s Nancy Treaster, SVP and general manager of strategic operations. “With a focus on innovative solutions that drive workforce engagement—and by incorporating automation powered by artificial intelligence (AI), chatbots and robotics—we’re in step with the report’s analysis of the latest market trends and emerging areas of investment worldwide.”

Highlighting the windfall, Verint earned recognition for the seventh consecutive year as leader in Workforce Optimization (in three different geographic regions) and Recording solutions. Other notable honors include leadership in back-office/branch and non-contact center recording.

Donna Fluss, President, DMG Consulting, in the report’s introduction, noted “The WFO market has experienced an amazing 40-year run, starting with independent solutions for recording and quality assurance, transforming to suites with more capabilities, and now expanding into automation and AI.”

Engaging the workforce is a solid start to enhancing operations. Engaged employees aid in guiding a loyal and engaged customer base in this omnichanel world.

What’s in your contact center?

Edited by Maurice Nagle