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| [November 09, 2012] |
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Verint Placed in "Leaders" Quadrant of 2012 Magic Quadrant for Contact Center Workforce Optimization
MELVILLE, N.Y. --(Business Wire)--
Verint®
Systems Inc. (NASDAQ: VRNT) today announced that it has been
positioned in the "Leaders" quadrant of the newly published "Magic
Quadrant for Contact Center Workforce Optimization" report from research
and advisory firm Gartner (News - Alert), Inc. Verint's standing in the firm's November
7, 2012 report is based on the company's completeness of vision and
ability to execute.1
On an annual basis, Gartner evaluates the contact center workforce
optimization (WFO) technology landscape and positions providers in one
of four quadrants. According to the firm, "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 new references are readily available."2
According to report author and Gartner Research Director Jim Davies (News - Alert),
"The benefits of a WFO suite approach range from having a single-vendor
contract and a lower TCO to removing integration problems, and the
incorporation of cross-functional workflow is driving adoption."3
He adds, "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 for mobile and social alignment and SaaS (News - Alert)-based deployment."4
Additionally, the report points to the impact of and rise in analytics
solutions, stating that "Multichannel interaction analytics has matured
to the point where adoption should now be considered, due to the insight
and business value that can be obtained. It should be viewed as an
integral part of a WFO solution, and not a stand-alone luxury item."5
"We believe Gartner's placement of Verint (News - Alert) in the Leaders quadrant
demonstrates our commitment to customer success and innovation,
including our approach to helping organizations use the multichannel
voice of their customers to drive operational excellence," says Elan
Moriah, president, Verint Enterprise Intelligence Solutions™
and Verint Video Intelligence Solutions™. "We remain focused
on helping organizations worldwide take a customer-centric approach to
their WFO deployments, including innovative ways to make their big data
actionable throughout their enterprises-fromthe contact center, to
branch and back-office operations, to other groups that help shape the
ultimate customer experience."
Verint's Magic Quadrant standing is based on the company's ability to
execute-covering its product/service; overall viability; sales
execution/pricing; market responsiveness and track record; marketing
execution; customer experience; and operations-and its completeness of
vision, which includes innovation; business model; market understanding;
marketing strategy; sales strategy; offering (product) strategy;
vertical/industry strategy; and geographic strategy.6
By Gartner's definition, "WFO solutions contain complementary functions
designed to improve contact 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 each of these functions, the ability to further
optimize this cycle is achievable. Key functional domains include:
workforce management (WFM) and strategic planning, 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, emotion detection and associated
operational call data)."7
About the Gartner Magic Quadrant
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. 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.
About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ help
organizations of all sizes capture and analyze customer interactions,
sentiments and trends across multiple channels, improve performance and
optimize the customer experience. The solution portfolio includes the
Impact 360® Workforce Optimization™ suite and
Voice of the Customer software, which serve as strategic enterprise
assets for increasing customer satisfaction and loyalty, enhancing
products and services, reducing operating costs and driving revenue.
About Verint Systems Inc.
Verint® (NASDAQ: VRNT) is the global leader in Actionable
Intelligence® solutions and value-added services. Its
extensive portfolio of Enterprise Intelligence Solutions™ and
Security Intelligence Solutions™ helps worldwide
organizations capture and analyze complex, underused information
sources-such as voice, video and unstructured text-to enable more
timely, effective decisions. More than 10,000 organizations in 150
countries, including over 85 percent of the Fortune 100, use Verint
solutions to improve enterprise performance and make the world a safer
place. Headquartered in N.Y. and a member of the Russell 3000 Index,
Verint has offices worldwide and an extensive global partner network.
Learn more at www.verint.com.
1-7 Gartner "Magic Quadrant for Contact Center Workforce
Optimization" by Jim Davies, November 7, 2012
This press release contains forward-looking statements, including
statements regarding expectations, predictions, views, opportunities,
plans, strategies, beliefs, and statements of similar effect relating to
Verint Systems Inc. These forward-looking statements are not guarantees
of future performance and they are based on management's expectations
that involve a number of risks and uncertainties, any of which could
cause actual results to differ materially from those expressed in or
implied by the forward-looking statements. For a detailed discussion of
these risk factors, see our Annual Report on Form 10-K for the fiscal
year ended January 31, 2012 and our Quarterly Report on Form 10-Q for
the quarter ended July 31, 2012, and other filings we make with the
SEC (News - Alert). The forward-looking statements contained in this press release are
made as of the date of this press release and, except as required by
law, the Company assumes no obligation to update or revise them or to
provide reasons why actual results may differ.
VERINT, ACTIONABLE INTELLIGENCE, INTELLIGENCE IN ACTION, IMPACT 360,
WITNESS, VERINT VERIFIED, VOVICI, GMT, AUDIOLOG, ENTERPRISE INTELLIGENCE
SOLUTIONS, SECURITY INTELLIGENCE SOLUTIONS, VOICE OF THE CUSTOMER
ANALYTICS, NEXTIVA, EDGEVR, RELIANT, VANTAGE, STAR-GATE, ENGAGE,
CYBERVISION, FOCALINFO, SUNTECH, and VIGIA are trademarks or registered
trademarks of Verint Systems Inc. or its subsidiaries. Other trademarks
mentioned are the property of their respective owners.
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