Verint® Systems Inc. have announced that it has been positioned in the “Leaders Quadrant” of the newly published “Magic Quadrant for Customer Engagement Centre Workforce Optimisation” 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 total cost of ownership, to removing integration problems, and the incorporation of cross-functional workflow which is driving adoption,” 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.”
The report also cites the emergence of the omnichannel customer engagement center as an area of growing importance.
“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.