Verint Reaps Accolades for Workforce Optimization Solutions

Receives 2016 Frost & Sullivan Asia Pacific Leadership Awards, Customer Contact Optimization Solutions Vendor of the Year Honor and Best Practice Recognition

Verint Systems has been recognized in Frost & Sullivan’s 2016 “Asia Pacific Best Practices” awards program for key solutions in its Workforce Optimization suite and broader Customer Engagement Optimization portfolio. Honors include wins for the firm’s Workforce Management (WFM) Systems Market Share Leadership Award and Quality Monitoring (QM) Systems Market Share Leadership Award. Additionally, the company was named as the 2016 APAC Customer Contact Optimization Solutions Vendor of the Year.

According to Frost & Sullivan, organizations face the challenging task of driving revenue growth and maximizing profitability, while upholding high quality, efficient and effective customer engagement strategies. To help them strike the balance, the industry analyst firm points to a series of solutions designed to enrich customer interactions, improve business processes, optimize the workforce, and heighten employee and customer satisfaction and engagement.

Among the solutions named in the firm’s latest best practices and leadership awards is Verint Workforce Management. This unified enterprise solution helps organizations plan, forecast and optimally schedule employees to align workload across customer-serving departments. Additionally, the software provides holistic visibility into and manageability of the work, people and processes across customer touchpoints in contact center, back-office and branch operations environments.

Of this honor, Frost & Sullivan points to the strengths of the Verint WFM solution, combined with domain expertise and local execution capabilities, as contributing to Verint’s success in this area. Frost & Sullivan also has awarded Verint Quality Management with honors based on the solution’s advanced capabilities in capturing interactions, providing vital customer insights and intelligence, and delivering targeted coaching to staff that help shape the customer experience.

Krishna Baidya, head of customer contact research for the digital transformation practice, Asia-Pacific at Frost & Sullivan said, “Verint continues to capitalize on the growing demand for process optimization applications in the Asia Pacific contact center markets, successfully maintaining its market position in WFM, QM and other key customer experience and engagement segments. Additionally, the company’s focus on technology innovation and customer success has helped it remain a trusted partner for enterprises focused on uncovering valuable insights in a dynamic world of vast information growth.”

Enterprise Workforce Management and Quality Management are part of Verint’s broader Customer Engagement Optimization portfolio, which is available in a variety of deployment models—including cloud and on-premises—giving organizations the ability to implement in the way that best suits their business needs.

Ady Meretz, APAC president, Verint Systems commented, “Verint is delighted to be recognized by Frost & Sullivan as the APAC Customer Contact Optimization Solution Vendor of the Year and for its continued market leadership across Asia Pacific in the Quality Monitoring and Workforce Management sectors. These awards highlight how our broad portfolio of solutions is being used by organizations to enhance their customer and employee engagement programs.”

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