Verint Ranked at Top of Ventana Research’s 2016 Value Index Ranking for Workforce Optimization

Verint Systems announced that research and technology advisory firm Ventana Research has named it as the top “Hot Vendor” in its newly published 2016 Value Index for Workforce Optimization.

“Due to Verint’s market-leading and extensive range of capabilities in its WFO solution, the company has again ranked top overall in our Workforce Optimization Value Index,” comments Richard Snow, Vice President and Research Director of the Customer and Contact Center Research Practice, Ventana Research. “The company is a well-established global vendor of WFO systems. Over the last year, it has continued to invest in developing a suite of products that helps enable it to retain the top position in our 2016 Value Index. It rated ‘hot’ in all seven categories [and] first in capability, manageability and adaptability, as well as equal top score in company validation.”

Ventana Research defines workforce optimisation as “the use of people, processes, information and technology to effectively manage the workforce that handles interactions with customers. To accomplish such management, workforce optimisation today must include employees situated across the enterprise…and a variety of applications for the capture and recording of interactions, quality management, training and coaching, agent compensation, workforce management and analytics.”

The firm also notes that “modern workforce optimisation systems can help organisations adopt best practices, adhere to operational targets, maximise customer and employee satisfaction, comply with regulations and achieve targeted business outcomes.”

Adds Snow, “We developed this Value Index to help organisations move towards these very goals.”

According to the report, “this new Value Index is a fully independent, research-based undertaking. It is neither sponsored nor influenced by technology vendors and is conducted solely in pursuit of Ventana Research’s mission to provide value to business and IT through benchmark assessments, workshops and advisory services.”

To learn more about Verint Workforce Optimization solutions and broader Customer Engagement Optimization portfolio, visit www.verint.com.