Melville, NY, USA, July, 2021 -- Verint(R) (Nasdaq: VRNT), The Customer Engagement Company™, announced that it has been recognized as a market leader in DMG Consulting’s latest Contact Center Workforce Optimization Market Share Report.*
According to the report, Verint’s five-year compounded annual growth rate (CAGR) between 2016 and 2020 for sales of contact center WFO solutions is strong, particularly given the amount of revenue Verint earned in this sector. Verint moved into first place in several categories in fiscal year 2020 including: contact center WFO revenue, services revenue and indirect WFO sales. The company retained its commanding leadership position for sales of WFO solutions to the branch and back office. Verint also moved into the market leadership position for sales of contact center recording solutions, which was estimated by DMG to be the second largest sector in the WFO suite market for the year.
According to Donna Fluss, president, DMG Consulting, "Workforce optimization solutions have been major contributors to the success of contact centers because they give managers oversight capabilities, regardless of where their agents are based, although having cloud-based offerings made the remote workforce challenge much easier than it was for companies that had less flexible premise-based solutions."
"The Verint WFO solution is leading across the enterprise from the contact center to the back office and the branch," says Verint’s Celia Fleischaker, chief marketing officer. "Our open cloud platform provides flexibility and enables us to expand our partner ecosystem leading to accelerated indirect sales, all to the benefit of our customers worldwide."
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: Friday, July 16, 2021
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.
Menus are eliminated altogether and contact centres can use a single inbound telephone number.