Verint placed in “Leaders” quadrant for contact center workforce optimization

NEW DELHI, INDIA: Verint Systems Inc. has been positioned in the "Leaders" quadrant of the newly published "Magic Quadrant for Contact Center Workforce Optimization" report from research and advisory firm Gartner Inc.

Verint's standing in the firm's November 20, 2013 report is based on the company's ability to execute and completeness of vision.

On an annual basis, Gartner evaluates the contact center workforce optimization technology landscape and positions providers in one of four quadrants. According to the firm, "Leaders in the WFO market provide functionally broad and deep WFO solutions that can be deployed and supported globally. Their software is suitable for all sizes and complexities of enterprises and has broad industry coverage. Revenue is strong, and new references are readily available."

As per report author and Gartner Research director, Jim Davies: "By year-end 2015, 30 percent of organizations with over 300 agents will adopt an integrated approach to workforce optimization (WFO), and will achieve the associated increases in operational efficiency and customer satisfaction."

"In our opinion, Gartner's placement of Verint in the Leaders quadrant this year and in years prior demonstrates our ongoing commitment to a unified WFO solution that helps organizations worldwide use the voice of their customers to drive operational excellence across the entire enterprise," says Elan Moriah, president, Verint Enterprise Intelligence Solutions and Verint Video and Situation Intelligence Solutions.

"Verint enables global organizations to take a customer-centric approach to their WFO deployments-from the contact center, to branch and back-office environments-to help optimize the workforce, improve process and enrich interactions."