MELVILLE, N.Y.--(BUSINESS WIRE)--Verint® Systems Inc. (NASDAQ: VRNT) today announced that it has been positioned in the “Leaders Quadrant” of the newly published “Magic Quadrant for Customer Engagement Center Workforce Optimization” report from research and advisory firm Gartner, Inc. The company’s standing in the November 12, 2014 research is based on its ability to execute and completeness of vision.
On an annual basis, Gartner evaluates the workforce optimization (WFO) technology landscape and positions providers of the technology in one of four quadrants. It states that “Leaders in the WFO market provide functionally broad and deep WFO solutions that can be deployed and supported globally. Their software is suitable for all sizes and complexities of enterprises, and has broad industry coverage. Revenue is strong, and new references are readily available.”1
Verint’s Magic Quadrant leader position is based on its ability to execute—covering product/service, overall viability, sales execution/pricing, market responsiveness/record, marketing execution, customer experience, and operations; and its completeness of vision—including market understanding, market strategy, sales strategy, offering (product) strategy, business model, vertical/industry strategy, innovation and geographic strategy.2
Customer Engagement Center WFO Market Perspectives
“The benefits of a WFO suite approach range from having a single-vendor contract and a lower TCO [total cost of ownership], to removing integration problems, and the incorporation of cross-functional workflow [that] is driving adoption,”3 explains report author and Gartner Research Director Jim Davies, who adds that “As the market matures, greater emphasis is being placed on solution integration/unification and WFO customers/references using the entire suite. Embedded analytics is of greater importance, as is a clear strategy for mobile and social alignment and SaaS-based deployment.” 4
The report also cites the emergence of the omnichannel customer engagement center as an area of growing importance.5
“We believe that Gartner’s placement of Verint in Magic Quadrant Leader category again this year reinforces our ongoing position in the market as a trusted provider of enterprise WFO solutions, as well as a first mover in the broader Customer Engagement Optimization market,” says Elan Moriah, president, Verint Enterprise Intelligence Solutions™ and Verint Video and Situation Intelligence Solutions™. “Our acquisition of KANA® Software earlier this year adds a set of proven complementary solutions that extend the depth and breadth of our WFO suite to include a full range of capabilities, including agent desktop, knowledge management, case management, email management, web self-service and more.”
About the Gartner Magic Quadrant
By Gartner’s definition, “WFO solutions contain complementary functions designed to improve customer engagement center performance through the optimized deployment of appropriately trained and motivated agents... Functions range from recruitment and scheduling to evaluation and training. By adding intelligence to each of these functions, the ability to further optimize this cycle is achievable.”6
The firm defines the key WFO functional domains as including “strategic planning; recruitment; workforce management (WFM) — including intraday optimization; call recording and quality management (QM); coaching and e-learning; performance management (PM); surveying—focused on capturing operational and agent performance information; and interaction analytics—audio and text analytics, combined with screen analytics, emotion detection and associated operational call data.” 7
About Verint Systems Inc.
Verint® (NASDAQ: VRNT) is a global leader in Actionable Intelligence® solutions. Actionable Intelligence is a necessity in a dynamic world of massive information growth because it empowers organizations with crucial insights and enables decision makers to anticipate, respond and take action. Verint Actionable Intelligence solutions help organizations address three important challenges: customer engagement optimization; security intelligence; and fraud, risk and compliance. Today, more than 10,000 organizations in over 180 countries, including over 80 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place. Learn more at www.verint.com.
1-7 Gartner “Magic Quadrant for Customer Engagement Center Workforce Optimization” by Jim Davies, November 12, 2014
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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 and uncertainties, 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, 2014 and our Quarterly Report on Form 10-Q for the quarter ended July 31, 2014 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, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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