Everest Group Positions Verint as a Leader in Workforce Management
When evaluating workforce management for your contact center, you want independent research. In the Contact Centers PEAK Matrix® Assessment 2026, Everest Group assessed 18 providers on how they plan, schedule, and orchestrate the workforce behind customer service. See why it positioned Verint as a Leader.
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Download your complimentary copy of the report to get insights including:
- The five criteria Everest Group says CX buyers prioritize in workforce management: omnichannel forecasting and capacity planning, real-time orchestration, connected WFM and employee engagement intelligence, human and AI workforce management, and employee flexibility
- How the PEAK Matrix® assesses providers on market impact and on vision and capability, including technology capability, flexibility and ease of deployment, and support
- What Everest Group highlights about Verint, including its ACD-agnostic design, its coverage from forecasting through real-time adherence, and how it connects workforce management with quality, coaching, and AI
Get an independent read on the solutions you are shortlisting.
Cut through the market noise
Independent research applies the same framework to every provider it assesses. Use it as one input when choosing the right partner for your contact center.
What Everest Group highlights about Verint
Open to the contact center stack you run
Everest Group describes Verint as ACD-agnostic and built for mixed environments: multiple CCaaS platforms and legacy telephony, CRM, and enterprise systems. It calls that openness a strategic differentiator.
Planning, scheduling, and intraday in one place
The report credits Verint with forecasting across short-term, intraday, and long-range horizons, scenario-based simulations, and scheduling for multi-site, skill-based, split-shift, and flexible work. Real-time adherence adds dashboards, alerts, reforecasting, and exception management.
WFM connected to quality, coaching, and engagement
Everest Group notes Verint pairs workforce management with omnichannel interaction analytics, automated evaluations, AI-enabled coaching, and agent self-service. That connection can help what happens in customer conversations inform workforce decisions.
Disclaimer
Licensed extracts taken from Everest Group’s PEAK Matrix® Reports may be used by licensed third parties for use in their own marketing and promotional activities and collateral. Selected extracts from Everest Group’s PEAK Matrix® reports do not necessarily provide the full context of our research and analysis. All research and analysis conducted by Everest Group’s analysts and included in Everest Group’s PEAK Matrix® reports is independent and no organization has paid a fee to be featured or to influence their ranking. To access the complete research and to learn more about our methodology, please visit Everest Group PEAK Matrix® Reports .