Call Center Management Featured Article
DMG Names Verint WFO Market Leader
The contact center is seeing a new day. Having evolved a bank of phones to a full on omnichannel customer experience hub, innovation is serving customer service well. Contact center solution providers face a very crowded and highly competitive landscape, and it seems the best keep getting better.
Verint (News - Alert) announced that for the 13th consecutive year, DMG Consulting’s 2019/2020 Workforce Optimization Product and Market Report named The Customer Engagement Company a leader in the Workforce Optimization space.
Receiving perfect marks in the overall WFO Product Suite Satisfaction Ratings and Implementation Satisfaction Ratings, Verint also garnered an average score of 4.63 in customer satisfaction for product capabilities overall – top score in the field.
"It’s been an amazing decade for the contact center WFO market due to the benefits and value that companies have realized from contact center WFO suites, a trend that DMG expects to continue into the new decade," notes Donna Fluss, president, DMG Consulting. "Interest in the new generation of AI and automation-enabled solutions is growing at never-before-seen-rates."
Digging a little deeper into the results, Verint can boast about its perfect customer satisfaction scaroes in WFM, digital channel recording, quality management (QM), knowledge management as well as speech and text analytics. DMG noted Verint possesses the market share lead in two core WFO competencies – QM and Total Voice recording.
"The report’s predictions about market demand for AI- and automation-enabled solutions are aligned with our strategy to help organizations simplify, modernize and automate their enterprise customer engagement," says Verint’s Ryan Hollenbeck, SVP, global marketing and customer experience program executive sponsor.
With customer service proving a key differentiator, I have one question for you. What WFO is your contact center?
Edited by Maurice Nagle
