MELVILLE, N.Y., January 19, 2022--(BUSINESS WIRE)--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 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.
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."
"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.
Visit Verint Workforce Engagement to learn more.
Verint® (Nasdaq: VRNT) helps the world’s most iconic brands – including over 85 of the Fortune 100 companies – build enduring customer relationships by connecting work, data and experiences across the enterprise. The Verint Customer Engagement portfolio draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement™ to help customers close The Engagement Capacity Gap™.
Verint. The Customer Engagement Company™. Learn more at Verint.com.
*The Forrester Wave™: Workforce Optimization Platforms Q4 2021 report. December 2021
This press release contains "forward-looking statements," including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2021, our Quarterly Report on Form 10-Q for the quarter ended October 31, 2021, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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