Go BackVerint Witness Actionable Solutions wins CRM Magazine's 2008 'Service Leader Award' for workforce optimisation suite
Following the launch of its next-generation, enterprise workforce optimization suite in December, Verint Systems Inc announced that it has been awarded top honors with CRM magazine's prestigious 2008 Service Leader Award in the workforce optimization suite (WFO) category.
The company and its Verint Witness Actionable SolutionsT business line led across all three evaluation criteria - reputation for customer satisfaction, reputation for depth of functionality and reputation for company direction. The results also were based on a blend of weighted criteria comprising analyst ratings, corporate advances and financial strength.
The publication cites that "service leaders are not only keeping ahead of the rapid changes in the market, they're among the innovators that are instigating those changes." Analysts noted that Verint's position atop the WFO suite category is not only due to last year's successful merger with Witness Systems, but according to Paul Stockford, chief analyst at Saddletree Research, it is also because Verint "never missed a beat, kept right on moving, came out quickly with a strategy, and brought in some additional capabilities."
Recognizing Excellence in Workforce Optimization
Verint Witness Actionable Solutions exceeded its competitors in every category, with vision and depth of functionality being strong attributes of its overall suite of unified, analytics-driven and enterprise-enabled WFO solutions. According to Dick Bucci, senior consultant for The PELORUS Group, "Verint has strong offerings in each application. It is the market share leader in interaction recording, performance management and eLearning - and the overall leader in WFO sales. Its solutions are noteworthy for the breadth of functionality, seamless integration, and easy-to-use, intuitive user interfaces."
Due in part to Verint's combination with Witness Systems last year - among other consolidations within the industry - there were shifts in the WFO market, which CRM magazine reflected in its Service Awards landscape.
One notable change to the structure of its awards for 2008 was eliminating the stand-alone quality monitoring category and recognizing the trend toward WFO suite solutions. WFO encompasses the unification of quality monitoring, workforce management, performance management and eLearning, along with customer analytics and feedback functionality.
"We are very pleased to be recognized as the industry leader for our next-generation Impact 360® Workforce Optimization suite, especially coming on the heels of launching our new, unified solution," comments Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions. "Our customers are increasingly looking for and investing in unified, analytics-driven suites, which are right in line with our solutions and the distinguished honor CRM magazine has awarded us."
About Verint Witness Actionable Solutions
Verint® Witness Actionable SolutionsT was formed as a result of the company's successful combination with workforce optimization provider, Witness Systems. Verint Witness Actionable Solutions enables organizations to capture and analyze customer/caller interactions, improve workforce performance and optimize service processes in contact center, branch and back-office operations.
With the industry's broadest portfolio of innovative solutions for customer service analytics, workforce optimization, quality monitoring/full-time recording, workforce management, eLearning, performance management and customer surveys, Verint Witness Actionable Solutions helps companies uncover business trends, discover the root cause of employee and customer behavior, and power the right decisions to help ensure service excellence and achieve continuous performance improvement across every aspect of customer operations.
About Verint Systems Inc.
Verint Systems Inc. (PINK SHEETS: VRNT), headquartered in Melville, New York, is a leading provider of actionable intelligence solutions for an optimized enterprise and a safer world. Today, more than 10,000 organizations in over 150 countries rely on Verint solutions to perform more effectively, build competitive advantage and enhance the security of people, facilities and infrastructure. Visit us at our website www.verint.com.
Date - 24/04/2008
