In its newly published "Magic Quadrant for Contact Center Workforce Optimization" report, Gartner, an icon in research and advisory services, has placed Verint Systems, Inc. in the "Leaders" quadrant.
The position in Gartner’s November 7, 2012 report, secured by Verint, a specialist provider of Actionable Intelligence solutions and value-added services, is the result of a robustness of vision and ability to execute demonstrated by the company.
In a statement, Elan Moriah, president of Verint Enterprise Intelligence Solutions and Verint Video Intelligence Solutions, said that, "We believe Gartner's placement of Verint 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. 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 – from the contact center, to branch and back-office operations, to other groups that help shape the ultimate customer experience."
Verint secured its position within the Magic Quadrant thanks to its ability to execute and enhance its product/service and overall viability; its sales execution/pricing; its market responsiveness, track record and marketing execution; and its ability to improve customer experience and operations.
The company has also showcased an advanced vision spanning areas including business innovation, an improved business model, advanced understanding of the market and various marketing strategies and sales strategies, robust product strategy, vertical/industry strategy, and geographic strategies.
Jim Davies, report author and Gartner Research Director said that, "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. 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-based deployment."
Gartner carries out an annual evaluation of the contact center workforce optimization (WFO) technology sector. The company then positions providers within one of four quadrants based on their vision and ability to execute within the market.