Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™,
today announced that it has again been recognized for its leadership in
workforce management (WFM)—including a perfect score and the highest
score by customers for their overall satisfaction with all aspects of
their vendor relationship—in DMG Consulting LLC’s new 2019/2020
Workforce Management Product and Market Report.
Verint also received the top average rating of the 6 featured vendors in
two key categories of the report: customer satisfaction with product
components and customer satisfaction with product effectiveness.
Product component satisfaction leader. With an average
satisfaction rating of 4.96, Verint scored highest of the 6 vendors in
this area, achieving a perfect score of 5.0 in 14 of 16 categories of
customer satisfaction with product components, including omni-channel
forecasting, agent self-service features, mobility features and
Product effectiveness satisfaction leader. With an average
score of 4.95, Verint outpaced all other featured vendors in this
section which targeted customer satisfaction with various aspects of
product effectiveness, including forecast accuracy, improving
contact center performance and supporting complex global work rules.
Verint achieved top scores in 14 of 16 categories–with 13 of them a
Vendor satisfaction leader. Verint was the only vendor with a
perfect 5.0 in overall vendor satisfaction, a separate category in
which customers were asked to rate their overall satisfaction with all
aspects of their vendor relationship. In addition, this section of the
report measures customer satisfaction in 9 other broad categories
including product, implementation, training, vendor communication, and
ongoing service and support. In total, Verint earned the top score in
eight of 10 of these categories, including a perfect score in six
“WFM, which has always been a vital component of contact center
technology, has become a necessity due to social, economic and business
trends,” notes Donna Fluss, president, DMG Consulting. “The gap between
‘old school’ and ‘new wave’ WFM continues to widen, and the key
differences are flexibility and automation. Flex scheduling, agent
self-service empowerment and adaptive real-time scheduling capabilities
are the new standard of WFM, and are key competitive differentiators for
the WFM vendors who offer these capabilities.”
“Part of our guiding principle is to ‘understand
our customers’ business needs,’ proactively communicate with them,
and make it easy to do business with us throughout their journey,” says
Verint’s Ryan Hollenbeck, svp, global marketing and customer experience
program executive sponsor. “In order to constantly innovate, we must
stay close to market demands—and even closer to our customers and their
“To keep up with rapid changes in the WFM and wider customer engagement
landscape, organizations need trusted partners and proven solutions that
are easy to own, easy to operate, and easy to expand. Increasingly,
these solutions must support collaboration, automation, open interfaces,
simple integrations, and cloud and other deployment models—all key
success factors for driving modern customer engagement with greater
Verint Workforce Management™ is an automated, enterprise-wide solution
designed to help organizations simplify, modernize and automate the
processes involved in planning, forecasting and optimally scheduling
employees to match workloads across customer-servicing departments
(contact center, back office operations and branch/remote offices). The
solution further provides holistic visibility into and manageability of
the work, people and processes across customer touch points.
To learn more about Verint’s Workforce Engagement offerings, click here.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable
Intelligence® solutions with a focus on customer engagement
optimization, security intelligence, and fraud, risk and compliance.
Today, over 10,000 organizations in more than 180 countries—including
over 85 percent of the Fortune 100—count on intelligence from Verint
solutions to make more informed, effective and timely decisions. Learn
more about how we’re creating A Smarter World with Actionable
Intelligence® at www.verint.com.
1 Source: DMG Consulting LLC, 2019/2020 Workforce Management
Product and Market Report, March 7, 2019.
This press release contains “forward-looking statements,” including
statements regarding expectations, predictions, views, opportunities,
plans, strategies, beliefs, and statements of similar effect relating to
Verint Systems Inc. These forward-looking statements are not guarantees
of future performance and they are based on management’s expectations
that involve a number of risks, uncertainties and assumptions, any of
which could cause actual results to differ materially from those
expressed in or implied by the forward-looking statements. For a
detailed discussion of these risk factors, see our Annual Report on Form
10-K for the fiscal year ended January 31, 2019, and other filings we
make with the SEC. The forward-looking statements contained in this
press release are made as of the date of this press release and, except
as required by law, Verint assumes no obligation to update or revise
them or to provide reasons why actual results may differ.
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