Verint Named a Leader in Workforce Optimization Assessment

Verint® (NASDAQ: VRNT), the customer engagement company, today announced that its Workforce Engagement solution has been named a Leader in The Forrester Wave: Workforce Optimization Platforms Q4 2021 Report.*

According to the report, “Verint’s unified suite is a strong point; it covers end-to-end workforce optimization (WFO), including cross-channel workforce management (WFM), quality management, performance management and reporting. Verint is cited as a leader, receiving the highest score in the prescriptive analytics criterion.

The report, authored by Forrester principal analyst Vasupradha Srinivasan, noted, “Verint’s sophisticated suite is rooted in an end-to-end WFO approach. Verint builds on its customer service and WFM heritage and keeps abreast of all the new developments in the evolving WFO landscape. The company has a strong strategy centered on a customer-centric go-to-market approach, an agile platform, and a product improvement framework that supports emerging areas such as remote work, workflows automated work and the information-driven WFO.

Verint also received the highest possible scores in 17 criteria, including intraday schedule management, interaction recording, automated quality management, speech and text analysis, artificial intelligence and learning, performance management, unified agent workspace, interactive scheduling, partner ecosystem, delivery model, and planned enhancements.

The report states, “The integrated suite enables seamless cross-domain workflows and is a single solution for supervisors and agents. Its mobile and employee-centric features for planning and performance tracking with built-in gamification are a hit with customers. »

“We are honored to be a leader in this Forrester Wave report,” said Celia Fleischaker, Verint’s chief marketing officer. “We are constantly innovating and delivering features to meet the needs of brands as they orchestrate customer journeys that span the entire enterprise and deliver a connected experience across all channels. »

Workforce optimization capabilities are part of Verint’s workforce engagement solutions, which were analyzed in the Forrester Consulting Total Economic Impact™ 2021 study commissioned by Verint. The study examined the potential return on investment (ROI) and business benefits that organizations can realize by deploying Verint solutions. Through customer interviews and financial analysis, Forrester found that a composite organization benefits $52.4 million over three years against costs of $10.68 million, and a return on investment of $391 % over three years with a payback period of less than six months.

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