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Customers Give Verint a Perfect Score for Overall Vendor Satisfaction in New Workforce Optimization Market Report #contactcenterworld DMG’s latest report, released in January, features seven leading and contending vendors and presents an in-depth analysis of the contact center workforce optimization/workforce engagement management market, trends, competitive landscape, product suites, technology, and innovation. "Enterprises are trying to figure out how to deliver a consistently excellent customer experience to establish strong relationships, keep customers engaged, and cultivate long-term brand loyalty. It’s a fundamental issue that few enterprises have found a compelling way to address and is the underlying reason WFO/WEM suites (or platforms) exist," said Donna Fluss, president, DMG Consulting. "A major aspect of the challenge is that the definition or description of an outstanding customer relationship or experience is constantly evolving, making it a moving target. This means that any company that wants to provide an outstanding CX in each and every touch with their customers, prospects, and partners needs a flexible servicing infrastructure that adapts as quickly as their customers." Verint Workforce Engagement™ achieved top customer satisfaction scores (5.0 out of 5.0) in 11 Vendor Satisfaction categories including: WFO/WEM product suite, implementation, training, professional services, innovation, vendor communication, and overall vendor satisfaction. Perfect scores (5.0 out of 5.0) were received across the following seven WFO/WEM Product Features categories: supervisor UI/UX, agent UI/UX, regulatory and compliance features, artificial intelligence, ease of integration with third-party applications, business intelligence, analytics, and reporting, and ability to administer the entire suite from a centralized environment. Another round of perfect scores (5.0 out of 5.0) occurred across the following 10 WFO/WEM Modules categories: omnichannel recording, analytics enabled QM, workforce management, interaction analytics, surveying/VOC, performance management, gamification, knowledge management, robotic process automation, and customer journey analytics. "The research presented by DMG Consulting reflects the ongoing need for workforce engagement as organizations have to do more with less," says Verint’s David Singer, vice president, go-to-market strategy. "Verint solutions empower the workforce through automation and help our enterprise customers continue to create enduring customer relationships." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Friday, March 3, 2023 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |