Contact Center Solutions Featured Article

Verint's Contact Center Solutions Win Over Frost & Sullivan

December 27, 2010

A provider of actionable intelligence solutions, Verint recently won the 2010 North American Frost & Sullivan Award for Company of the Year. The research firm’s selection is reportedly based on its recent analysis of the contact center agent performance optimization (APO) market. 

Earlier this year, the organization also received the Frost & Sullivan 2010 North American IP Surveillance Software Company of the Year Award.

According to a press release, these dual honors across Verint's enterprise workforce optimization (WFO) and security intelligence businesses reinforce the leading technology company's overall actionable intelligence vision.

As opposed to its competitors, Verint was actively engaged in product enhancements through the 2009, defying the downturn, according to the company.

The analysts mentioned in their reports that throughout 2009 and into 2010, Verint made many software advancements, including new capabilities to its quality QM, WFM and speech analytics solutions, as well as enhanced PCI-supporting features. Also, in this timeframe, Verint bought Iontas, a privately-held company that develops desktop and process analytics solutions. Further, the company's Impact 360 Workforce Management included a host of new capabilities for enterprise operations, enhancing workflow and extending Verint's leadership in the back-office WFO market.

Verint's primary technology offering for contact centers is Impact 360, a unified, analytics-driven, enterprise WFO solution. It incorporates call recording, quality monitoring (QM), workforce management (WFM), customer interaction analytics, desktop and process analytics, performance management, eLearning and coaching into a single suite.

“While Verint has taken several serious steps to put itself on a strong growth trajectory, among the most important forward-looking developments involves its partnership with Avaya, which selected and named Verint as its sole OEM provider for WFO technology. Bundling a version of Verint's WFO suite into its own contact center offering as an Avaya-branded, sold and supported solution, this gives Verint even broader reach and a partnership channel that takes it well beyond its installed base using the largest technology vendor in the industry,” said Frost & Sullivan principal analyst Keith Dawson reasoned in his report.

Verint has also forged an important partnership with SAP to make the company's flagship Impact 360 solution the only WFO and WFM endorsed business solution for SAP, with integrations into SAP's CRM and BCM solutions.

In a separate release, Verint Systems recently announced its Impact 360 for Public Safety Powered by Audiolog solution has passed interoperability testing with the OpenSky R7 and P25 R6 Trunked Radio Systems from Harris Corp., a provider of advanced critical radio communication systems for government and industry.

Madhubanti Rudra is a contributing editor for ContactCenterSolutions. To read more of her articles, please visit her columnist page.

Edited by Tammy Wolf