Verint, The Customer Engagement Company, announced that it has been recognised as a market leader in DMG Consulting’s latest Contact Centre Workforce Optimisation Market Share Report.
The report cites that Verint’s five-year compounded annual growth rate (CAGR) between 2016 and 2020 for sales of contact centre WFO solutions has been strong, particularly given the amount of revenue Verint earned in this sector. The company moved into first place in multiple categories in the fiscal year 2020, including contact centre WFO revenue, services revenue and indirect WFO sales. It retained its commanding leadership position for sales of WFO solutions to the branch and back office.
Verint reached the market leadership position for sales of contact centre recording solutions, estimated by DMG to be the second largest sector in the WFO suite market for the year.
Donna Fluss, president, DMG Consulting, said:
“Workforce optimization solutions have been major contributors to the success of contact centers because they give managers oversight capabilities, regardless of where their agents are based, although having cloud-based offerings made the remote workforce challenge much easier than it was for companies that had less flexible premise-based solutions.”
Verint’s Celia Fleischaker, chief marketing officer, said: “The Verint WFO solution is leading across the enterprise from the contact center to the back office and the branch.”
“Our open cloud platform provides flexibility and enables us to expand our partner ecosystem leading to accelerated indirect sales, all to the benefit of our customers worldwide.”
Workforce Optimisation is part of Verint’s Workforce Engagement suite and it is designed to connect work, data and experiences across the enterprise to power the future of work, engage employees, and create lasting customer relationships.
