#contactcenterworld, @Verint, @DMGConsultLLC
Melville, NY, USA, Mar, 2023 - Verint (NASDAQ: VRNT), The Customer Engagement Company(R), announced its achievement of perfect scores in multiple customer satisfaction categories in DMG Consulting LLC’s 2022-2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market Report.* Verint achieved perfect scores (5.0 out of 5.0) in all 11 vendor satisfaction categories, all 10 WFO/WEM modules satisfaction categories and all seven WFO/WEM product features satisfaction categories.
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, @Verint, @DMGConsultLLC
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com
About Verint:
Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
About DMG Consulting LLC:
DMG Consulting LLC is a strategic advisor to companies large and small. The company mission is to leverage technology, process and people to optimize operational efficiency, sales and profits for its clients. The actionable strategies and tactics effect change in internal process and technology to maximize the return from all customer-facing activities - sales, marketing and customer service. The company methodology includes in-depth analysis of all processes, systems and staff that touch customers.
Published: Friday, March 3, 2023
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