Workforce Management Featured Article
Verint Riding Wave of Accolades
For a detective, corroborating stories is a key piece of any investigation. And for organizations seeking workforce management solutions, they are doing their best Sherlock Holmes impersonation attempting to turn over every stone and double check every fact presented by call center solution providers.
Verint (News - Alert), also self-proclaimed “The Customer Engagement Company”, had the latter confirmed in not one, or two but three customer service evaluations boasting exceptional results in conversational AI, digital voice of the customer (VoC) and customer service solutions.
Forrester (News - Alert) Research spotlighted a trifecta of Verint solutions in Forrester Wave evaluations. In two categories Verint received the highest score. In The Forrester Wave: Customer Service Solutions, Q2 2019 report Verint was celebrated for possessing the “broadest set of capabilities in the evaluation,” delivering a modern, automated, cost cutting solution. In addition, Verint scored the highest marks in Digital VoC solution strength.
The third solution evaluated in the report is its Virtual Assistant platform, labeled a strong performer in Conversational AI. The offering’s analytics and natural language understanding (NLU) aid the customer engagement firm’s differentiation from the field.
Just last month, Gartner placed Verint solutions in two Magic Quadrants – CRM Customer Engagement and Workforce Engagement Management.
For corroborating evidence, Gartner (News - Alert) and Forrester don’t always agree, so it appears time to bring Verint in for questioning about its comprehensive customer service portfolio.
At this point I only have one question for you: what workforce management solution is in your call center?
Edited by Maurice Nagle
