Verint, The Customer Engagement Company™, announced that it has received top scores in multiple customer satisfaction categories according to DMG Consulting LLC’s 2022/2023 Workforce Management for the Enterprise Report*—including a perfect 5.0 out of 5.0 in the Overall Vendor Satisfaction category for the fourth consecutive year.
The latest report provides an in-depth analysis of the workforce management (WFM) market, its competitive landscape, vendors, product suites, technology and innovation. The report also explores back-office and branch WFM applications and enterprise market opportunities. In consideration of current events – the Great Resignation, historically low unemployment rates in the U.S. and post-pandemic impacts – the report provides insightful analysis of the business, market and technology trends and challenges confronting contact centers.
For the fourth consecutive year, customers gave Verint a perfect score (5.0 out of 5.0) in overall vendor satisfaction. The company also received the top score or tied for the top score in nine out of 10 vendor satisfaction categories including product satisfaction, implementation satisfaction and product innovation. In WFM product capabilities ratings, Verint achieved perfect scores in 11 out of 11 categories. Verint also achieved the top score or tied for the top score in eight out of 10 WFM suite module categories including adaptive real-time intelligent intraday management, and agent self-service.
“The days of rigid WFM solutions that required contact centers to modify their workforce planning and scheduling processes to conform to the system are past,” notes Donna Fluss, president, DMG Consulting. “WFM solutions are increasingly flexible and responsive to the needs of their enterprise customers, and they are getting better with each new release. The newer solutions are built to handle both voice and digital channels, including transactions that pivot between agents and channels.”
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“We are honored that our customers have awarded Verint’s Workforce Management solution with such high satisfaction scores once again,” says Verint’s Celia Fleischaker, chief marketing officer. “It’s rewarding to see the innovation we bring to our customers’ evolving needs is having a positive impact—like advanced scheduling and forecasting capabilities that support the hybrid workforce and complex environments where agents dynamically move from one channel to another.”
Verint Workforce Management™ is available as part of the Verint Customer Engagement Cloud Platform and leverages artificial intelligence-infused automation and new mobile tools to streamline forecasting and scheduling and improve employee engagement. The solution offers an intuitive, modern, user experience that streamlines scheduling with fewer clicks and screens, making common tasks more efficient for workforce managers and simplifying the path to proficiency for new users. It reduces time and effort, taking into account sick and overtime employees, user skills and multilingual capabilities, time zone variations, and employment requirements. The solution also elevates candidate quality, accelerates time-to-hire and enhances employee retention through Intelligent Interviewing capabilities. With Verint Workforce Management, managers have the tools to meet service level agreements (SLAs) while also providing the workforce with the flexible, work-from-anywhere schedules they require.