Verint, The Customer Engagement Company, announced that its Workforce Engagement solution has been named a leader in The Forrester Wave: Workforce Optimization Platforms Q4 2021 report.
“Verint’s unified suite is a key strength; it spans 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. ”
According to the report, “Verint’s unified suite is a key strength; it spans 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.
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The report, authored by Forrester senior analyst Vasupradha Srinivasan, noted, “Verint’s sophisticated suite is rooted in an end-to-end approach to WFO. Verint draws on its customer service and WFM heritage and keeps on top of all things new in the evolving WFO landscape. The company has a solid strategy centered on a customer focused go-to-market approach, an agile platform, and a product enhancement framework that supports emerging areas like remote work, automated workflows, and insights-driven WFO.”
Verint also received the highest scores possible in 17 criteria including intraday schedule management, interaction recording, automated quality management, speech and text analytics, artificial intelligence and machine learning, performance management, unified agent workspace, interactive schedule management, partner ecosystem, delivery model, and planned enhancements.
The report states, “The integrated suite enables seamless cross-domain workflows and is a single solution for both supervisors and agents. Its mobile-enabled, employee-centered features for scheduling and performance tracking with built-in gamification are a hit with customers.”
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“We’re honored to be a leader in this Forrester Wave report,” says Verint’s Celia Fleischaker, chief marketing officer. “We’re continually innovating and delivering capabilities to address the needs of brands as they orchestrate customer journeys that span the enterprise and deliver a connected experience across channels.”
Workforce Optimization capabilities are part of Verint Workforce Engagement solutions, which were analyzed in the 2021 Forrester Consulting Total Economic Impact™ Study commissioned by Verint. The study examined the potential return on investment (ROI) and business benefits organizations may realize by deploying Verint solutions. Through customer interviews and financial analysis, Forrester found that a composite organization experiences benefits of $52.4 million over three years versus costs of $10.68 million, and a 391 percent return on investment over three years with a payback period of under six months.
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