Verint Workforce Management Receives Perfect Customer Satisfaction Scores in Multiple Categories of New Market Report

Achieves Top Scores for Product, Pricing, Implementation and Overall Vendor Satisfaction



Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company, today announced that it received perfect customer survey scores in multiple vendor and product satisfaction categories of DMG Consulting LLC’s new 2018/2019 Workforce Management Product and Market Report.

According to DMG, “The most notable results among the individual vendors were achieved by Verint, who earned the top score in all 10 vendor satisfaction categories, including a perfect 5.0 score for current product, implementation, training, professional services, and planned product innovations.” Verint also achieved top scores for ongoing service and support, responsiveness to product enhancement requests, vendor communication, pricing and overall vendor satisfaction.

The company was further cited for top scores in all 13 product effectiveness categories, and all 21 product satisfaction categories, including omnichannel forecasting, intraday management, real-time adherence, eLearning/meeting management, back-office/branch functionality, mobility features, performance management, gamification and robotic process automation.

“As has always been the case, WFM software must help companies anticipate and match the needs of incoming transactions to the skills and availability of their agents,” notes Donna Fluss, president, DMG Consulting. “To do this effectively in the current business environment requires enhanced capabilities, including personalization, personality matching and adaptive real-time intelligent routing. The new generation of AI-enabled WFM solutions will play an important role in the future of servicing.”

Verint Workforce Management is an automated, unified, enterprise-wide solution designed to help organizations plan, forecast, and optimally schedule employees to match workloads across customer-servicing departments. The solution further provides holistic visibility into and manageability of the work, people, and processes across customer touch points.

“Heightened expectations for customer engagement are challenging many organizations to create a more flexible and modern work environment,” says Verint’s Nancy Treaster, senior vice president and general manager, customer engagement solutions. “Today’s employees expect the work environment to adapt to their personal lives. Verint helps organizations evolve with mobile apps and built-in support for flex scheduling, open bids and shift bid access. And with employee communities and gamification, their experiences at work become more interactive and meaningful.”

Click here to learn more about Verint Workforce Management and other Workforce Engagement solutions.