Ventana Research Gives Verint Top Honors in 2015 Value Index for WFO
Most organizations today want to demonstrate that their dollars are buying valuable solutions and services. Budgets are scrutinized; complex issues abound—and results are usually demanded quickly.
Therefore, more than ever, choosing a business partner that’s a proven leader in their field can be a wise choice. As such, Verint is pleased to announce that research and technology advisory firm Ventana Research recently named Verint the overall top-ranked vendor in its 2015 Value Index for Workforce Optimization—for the second consecutive year.
Verint leads nine other vendors according to Ventana’s comprehensive evaluation of workforce optimization (WFO) vendors’ products across seven categories that include usability, manageability, reliability, capability, adaptability, vendor validation and return on investment.
Ventana Research defines WFO as the effective management of all employee-related activities associated with handling customer interactions to help ensure an optimal customer experience and alignment to a common set of customer and revenue goals and objectives. A breakdown across the Value Index criteria noted Verint has the top product capability score among vendors evaluated—referring to an organization’s ability to address the needs of various groups within a business from executives to line managers.
Verint also received the top validation score among vendors evaluated—assessing management and financial stability, product development, services, support quality and customer statements about the vendor and its products.
Ventana Research also recently stated that analytics is the application the highest percentage of companies said is most likely to have an impact on interaction-handling performance. In a separate analyst perspective from Ventana’s Richard Snow, VP & Research Director, Customer Experience, Snow examined Verint and KANA’s combination of their range of analytics products to create Verint Engagement Analytics. This solution supports a four-stage process to understand customers’ preferences and engage them:
- First step: Data capture—using tools to address both structured and unstructured data.
- Second step: Analysis of all available customer-related data and the creation of a complete picture of their activities—including a “customer health score.” Notably, the analytics can offer predictive capabilities that can help identify potential issues or anticipate behaviors that the company might want to proactively address.
- Third step: The solution helps “plan” process uses outputs from the analytics to identify actions to improve performance by changing strategy and applying information-driven planning and change management.
- Final step: Engage with the decision-makers across the organization, pinpointing process and training changes and enabling new ways of thinking about how to engage with customers to provide better service and align the customer experience with the company’s brand messages.
Read Richard’s recent blog for further details and benefits.
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