Verint in Leiderskwadrant van Gartners Magic Quadrant for Customer Engagement
Center Workforce Optimization
Leiderschapspositie gebaseerd op uitvoerend vermogen en volledigheid van visie
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Amsterdam, 20 november 2014 - Verint Systems Inc. (Nasdaq: VRNT) is door Gartner geplaatst in het
Leiderskwadrant van het onlangs gepubliceerde Magic Quadrant for Customer Engagement Center Workforce
Optimization (WFO). Deze positie is gebaseerd op het uitvoerend vermogen en de volledigheid van visie. Het
uitvoerend vermogen omvat product en service, levensvatbaarheid, salesactiviteiten en prijs,
marktresponsiviteit, marketinguitvoering, klantervaring en operationele werkzaamheden. De volledigheid van
visie omvat marktbegrip, marktstrategie, salesstrategie, productaanbodstrategie, businessmodel, verticale en
sectorstrategie, innovatie en geografische strategie.
Gartner evalueert de Workforce Optimization-technologie elk jaar en positioneert leveranciers in een van de vier
kwadranten. Gartner stelt dat “leiders in de WFO-markt functioneel brede en diepe WFO-oplossingen bieden,
die wereldwijd inzetbaar en te onderhouden zijn. Hun software is geschikt voor bedrijven van elke omvang en
elke complexiteit. Ze hebben een hoge omzet en beschikken over nieuwe, direct beschikbare referenties.”
Hieronder vindt u het volledige Engelstalige persbericht:
Verint Placed in “Leaders” Quadrant of Gartner’s New Magic Quadrant for Customer
Engagement Center Workforce Optimization
Leadership Position Based on Ability to Execute and Completeness of Vision
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Verint Systems Inc. (NASDAQ: VRNT) today announced that it has been positioned in the “Leaders Quadrant”
of the newly published “Magic Quadrant for Customer Engagement Center Workforce Optimization” report from
research and advisory firm Gartner, Inc. The company’s standing in the November 12, 2014 research is based
on its ability to execute and completeness of vision.
On an annual basis, Gartner evaluates the workforce optimization (WFO) technology landscape and positions
providers of the technology in one of four quadrants. It states that “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
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new references are readily available.”
Verint’s Magic Quadrant leader position is based on its ability to execute—covering product/service, overall
viability, sales execution/pricing, market responsiveness/record, marketing execution, customer experience, and
operations; and its completeness of vision—including market understanding, market strategy, sales strategy,
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offering (product) strategy, business model, vertical/industry strategy, innovation and geographic strategy.
Customer Engagement Center WFO Market Perspectives
“The benefits of a WFO suite approach range from having a single-vendor contract and a lower TCO [total cost
of ownership,] to removing integration problems, and the incorporation of cross-functional workflow [that] is
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driving adoption,” explains report author and Gartner Research Director Jim Davies, who adds that “As the
market matures, greater emphasis is being placed on solution integration/unification and WFO
customers/references using the entire suite. Embedded analytics is of greater importance, as is a clear strategy
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for mobile and social alignment and SaaS-based deployment.”
The report also cites the emergence of the omnichannel customer engagement center as an area of growing
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importance.
“We believe that Gartner’s placement of Verint in Magic Quadrant Leader category again this year reinforces our
ongoing position in the market as a trusted provider of enterprise WFO solutions, as well as a first mover in the
broader Customer Engagement Optimization market,” says Elan Moriah, president, Verint Enterprise
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Intelligence Solutions and Verint Video and Situation Intelligence Solutions . “Our acquisition of KANA
Software earlier this year adds a set of proven complementary solutions that extend the depth and breadth of
our WFO suite to include a full range of capabilities, including agent desktop, knowledge management, case
management, email management, web self-service and more.”
About the Gartner Magic Quadrant
By Gartner’s definition, “WFO solutions contain complementary functions designed to improve customer
engagement center performance through the optimized deployment of appropriately trained and motivated
agents... Functions range from recruitment and scheduling to evaluation and training. By adding intelligence to
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each of these functions, the ability to further optimize this cycle is achievable.”
The firm defines the key WFO functional domains as including “strategic planning; recruitment; workforce
management (WFM) — including intraday optimization; call recording and quality management (QM); coaching
and e-learning; performance management (PM); surveying—focused on capturing operational and agent
performance information; and interaction analytics—audio and text analytics, combined with screen analytics,
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emotion detection and associated operational call data.”
Over Verint Systems, Inc.
Verint® (Nasdaq: VRNT) loopt wereldwijd voorop in het leveren van Actionable Intelligence®-oplossingen die in
de huidige, dynamische wereld met zijn enorme informatiegroei bedrijven voorzien in cruciale inzichten en het
management in staat stellen op basis hiervan te anticiperen, te overwegen en te acteren. Verint Actionable
Intelligence®-oplossingen helpen bedrijven bij drie belangrijke uitdagingen: optimalisatie van customer
engagement, security intelligence en fraude, risk en compliance. Meer dan tienduizend organisaties in ruim 180
landen – waaronder tachtig procent van de Fortune 100-bedrijven – vertrouwen op de Verint-oplossingen voor
het verbeteren van hun prestaties en het veiliger maken van de wereld. Meer informatie is te vinden op
www.verint.com