Workforce Management Featured Article
Verint Scores High In Customer Satisfaction
Customer engagement company Verint received top scores in customer satisfaction in DMG Consulting LLC’s 2021/2022 Workforce Optimization/Workforce Engagement Management Product and Market Report.
Digital transformation is taking place across every sector, and business leaders are gravitating toward advanced contact center solutions to enhance productivity and strengthen customer relations. DMG’s report analyzes the contact center workforce optimization and workforce engagement management market, comparing services and impact on contact center operations by vendor.
“The pace of innovation in the contact center is more rapid than at any time in the past. Artificial intelligence (AI), automation, analytics, digital transformation, self-service, and a lot more are changing the entire servicing world,” says Donna Fluss, President, DMG Consulting, “WFO/WEM applications are giving enterprise leaders the insights they need to greatly enhance their organizations, helping them to deliver a coveted service experience while becoming employers of choice.”
According to the report, Verint (News - Alert) achieved the highest customer satisfaction grade, scoring 5 out of 5 in multiple vendor satisfaction categories. Verint earned nine perfect satisfaction scores in categories related to WFO/WEM Suite Capabilities: such as, system security, AI, automation, and ease of integration with third party applications. Additionally, Verint received comparable scores in WFO/WEM Suite Capabilities, with top marks in areas including support for the hybrid workforce, integration capabilities with contact centers and back office departments, and improving agent effectiveness.
“The research presented by DMG Consulting provides valuable insight into this evolving market,” says Verint’s Celia Fleischaker, Chief Marketing Officer. “The scores reflect Verint’s leadership in providing continuous support for work-from-home and hybrid work models as well as solutions like real-time agent assist that align agent performance with customer expectations. We are proud to be recognized by our customers in this report.”
Edited by Maurice Nagle
