MELVILLE, N.Y.--(BUSINESS WIRE)--Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, today announced that it has again been recognized for its leadership in Workforce Engagement™ solutions. In new research from DMG Consulting LLC, the company is cited as a Workforce Optimization market share leader in the 2018 Contact Center Workforce Optimization (WFO) Market Share Report, which analyzes market share for the 39 worldwide WFO vendors in 2017.
In this year’s DMG research, Verint was ranked the WFO leader in 10 of 16 categories. Highlights include:
- Verint Leads in WFO and Recording Solutions for 7th Consecutive Year. Verint was ranked the market share leader in WFO and Recording Solutions, as it has since 2011.
- Verint Secures Top Market Share Position in Nine Additional Categories, including Back-Office/Branch, Quality Assurance/Quality Management, License/Software, Services, Direct Revenue Market Share, Indirect Revenue Market Share, Total Voice Recording, and Non-Contact Center Recording.
- Verint Secures Leading WFO Position in Three Geographic Regions. For the second consecutive year, the company holds the leadership position in market share in Europe, Asia-Pacific and Rest-of-World, comprising the Caribbean and Latin America (CALA) and the Middle East and Africa (MEA).
- Verint Holds Substantial Lead in Back-Office/Branch and Non-Contact Center Recording. The company holds a commanding leadership position in the Back-Office/Branch category with revenue/market share at 60.3%, compared to the closest competitor at 25.1%. For Non-Contact Center Recording, Verint market share was 71.8%, compared to the closest competitor at 17.6%.
“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.”
While the report notes no surprises in the revenue analysis this year, it offers an insightful description of the state of the market today. “The game is on,” writes Donna Fluss, President, DMG Consulting, in the report’s introduction. “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.”
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.
Source: DMG Consulting LLC, Contact Center Workforce Optimization Market Share Report, May 2018
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, 2018, our Quarterly Report on Form 10-Q for the quarter ended April 30, 2018, 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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