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News : Verint Positioned as a Leader in 2021 Gartner Magic Quadrant for Workforce Engagement Management

#contactcenterworld, @Verint, @Gartner_inc

Melville, NY, USA, May 3, 2021 -- Verint(R) (Nasdaq: VRNT), The Customer Engagement Company™, announced that it has been named a Leader by Gartner, Inc. in the research and advisory firm’s Magic Quadrant for Workforce Engagement Management (WEM).*

Per Gartner, "Leaders provide functionally broad and deep WEM solutions that can be deployed and supported globally. Their software is suitable for enterprises of all sizes and complexity, and they have broad industry coverage. Their revenue is strong and new references are readily available."

Per Gartner, "The impact that motivated and engaged employees can have — not just on operational performance, but also on the customer experience — should not be underestimated and should help justify future investment in WEM solutions."

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According to Gartner Peer Insights workforce engagement (WEM) reviews and ratings, "Verint ensures that their product experts work with your experts to facilitate an easy implementation. This model has allowed us to hit the ground running and achieve our ROI within six months of implementation. The tool is easy to use and doesn't require a data scientist skill set." – Sr. Manager in communications industry

"This continued recognition demonstrates Verint’s industry leadership and commitment to our WEM customers and the wider market," says Verint’s Celia Fleischaker, chief marketing officer. "The Verint Cloud Platform provides leading WEM capabilities alongside solutions for knowledge management, virtual assistants, experience management, and more. Our broad portfolio contributes to our unique position in the market that enables us to drive significant value for our customers."

#contactcenterworld, @Verint, @Gartner_inc

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 Gartner:
Gartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.

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More Editorial From Verint

Published: Wednesday, May 5, 2021

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2023 Buyers Guide
Get Listed
Knowledge Management

1.)

168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.)	3Fiftynine Branches Combines knowledge management with call support as continue improvement.

3.)

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

4.)

eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

5.)

FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

6.)	Knowmax Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.)

livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.)

ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.)

Synthetix

Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.