Melville, NY, USA, March 24, 2021 -- Verint(R) (Nasdaq: VRNT), The Customer Engagement Company™, announced its achievement of perfect scores in multiple customer satisfaction categories in DMG Consulting LLC’s new 2021/2022 Workforce Management (WFM) Product and Market Report*—including a perfect 5.0 out of 5.0 in the "Overall Vendor Satisfaction" category for the third consecutive year.
Verint received perfect scores in nine of 11 vendor satisfaction categories. For the third consecutive year, customers gave Verint perfect marks in overall vendor satisfaction. In addition, the company received perfect customer satisfaction scores for product, implementation, integration, training, professional services, ongoing service and support, product innovation and vendor communication. Verint was the sole leader of the report’s featured vendors in customer satisfaction ratings for integration and training. Verint also led or tied for the highest customer satisfaction scores in five product capabilities categories.
"Workforce management remains one of the most important productivity tools in contact centers," notes Donna Fluss, president, DMG Consulting. "The more advanced WFM solutions come with capabilities and tools that have been instrumental in helping contact center supervisors and managers oversee their agents, regardless of where they are based. These tools include real-time adherence, intraday management, mobility, self-service and bi-directional communications."
"We are very proud to receive such high scores from our customers after a year of great disruption and uncertainty," says Verint’s Celia Fleischaker, chief marketing officer. "When the pandemic took hold, our first priority was to determine what information and resources would be helpful to our customers. We introduced programs to help them adjust to changes in their environment and provided assistance on how to get the most from the Verint solutions already in place. It’s rewarding to see those efforts reflected in this report–from training and vendor communication to ongoing service and support."
Posted by Veronica Silva Cusi, news correspondent
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: Thursday, March 25, 2021
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