It’s Not Magic, It’s Our Customers
Verint has been in the forefront of Workforce Optimization (WFO) for well over a decade. As pioneers in the space that brought together the core pillars of Workforce Management, Call Recording and Quality Management, we have seen—and helped drive—change in the market as guided by the requirements of customers.
Gartner has recently recognized Verint as a Leader positioned Highest in Execution and Furthest in Vision in its newly publishedMagic Quadrant for Customer Engagement Center Workforce Optimization. We believe this reinforces the hard work our teams put in day in and day out to offer industry-leading Customer Engagement Optimization solutions to our customers—solutions that help them achieve their business objectives, strengthen sales and service delivery, and heighten customer loyalty.
So, it is really our customers that we have to thank.
As the market—and our customers—have evolved, so have we. Verint started out more than 20 years ago in the Actionable Intelligence market. As a business, we were an innovator in delivering a broad, unified suite of WFO software and services so our customers didn’t have to piece together standalone solutions.
Among our innovation was the introduction of desktop and process analytics to the suite and extending WFO to an enterprise solution—taking it beyond the contact center into other departments, such as the back office and branch locations that also play a role in shaping the customer experience.
Going beyond mere data-level integration of the various products, Verint continues to be unique with our unified solution that provides business process workflows that users can take advantage of via the user interface out-of-the-box. These workflows provide new sources of actionable information without the need for custom services that cost more time, money and resources.
That means our customers can start making better decisions, faster.
What are other ways our WFO workflows help organizations work better, smarter and faster? They help break down departmental boundaries or silos. They foster collaboration among customer-engaging departments. And they help users deliver a superior level of engagement across channels and customer touch points.
One of the many things that’s great about our customers is they push us to be the best. Partnering with and listening to the voice of our customers and their needs continue to drive us to deliver market-leading capabilities. We’re focused on developing customers for life. When they excel, likewise, so do we.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
The post It’s Not Magic, It’s Our Customers appeared first on Customer Experience Management Blog.
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