Verint® (Nasdaq: VRNT), The Customer Engagement Company™, today announced its achievement of perfect scores in multiple customer satisfaction categories in DMG Consulting LLC’s new 2021/2022 Workforce Management (WFM) Product and Market Report*—including a perfect 5.0 out of 5.0 in the “Overall Vendor Satisfaction” category for the third consecutive year.
Verint received perfect scores in nine of 11 vendor satisfaction categories. For the third consecutive year, customers gave Verint perfect marks in overall vendor satisfaction. In addition, the company received perfect customer satisfaction scores for product, implementation, integration, training, professional services, ongoing service and support, product innovation and vendor communication. Verint was the sole leader of the report’s featured vendors in customer satisfaction ratings for integration and training. Verint also led or tied for the highest customer satisfaction scores in five product capabilities categories.
“Workforce management remains one of the most important productivity tools in contact centers,” notes Donna Fluss, president, DMG Consulting. “The more advanced WFM solutions come with capabilities and tools that have been instrumental in helping contact center supervisors and managers oversee their agents, regardless of where they are based. These tools include real-time adherence, intraday management, mobility, self-service and bi-directional communications.”
“We are very proud to receive such high scores from our customers after a year of great disruption and uncertainty,” says Verint’s Celia Fleischaker, chief marketing officer. “When the pandemic took hold, our first priority was to determine what information and resources would be helpful to our customers. We introduced programs to help them adjust to changes in their environment and provided assistance on how to get the most from the Verint solutions already in place. It’s rewarding to see those efforts reflected in this report–from training and vendor communication to ongoing service and support.”
Verint Workforce Management™, available as part of the Verint Cloud Platform, leverages artificial intelligence-infused automation and new mobile tools to streamline forecasting and scheduling and improve employee engagement. The solution offers an intuitive, modern, user experience that streamlines scheduling with fewer clicks and screens, making common tasks more efficient for workforce managers and simplifying the path to proficiency for new users. It reduces time and effort, taking into account sick and overtime employees, user skills and multilingual capabilities, time zone variations, and employment requirements. With Verint Workforce Management, managers have the tools to meet service level agreements (SLAs) while also providing the workforce with the flexible, work-from-anywhere schedules they require.
Verint® (Nasdaq: VRNT) helps the world’s most iconic brands – including over 85 of the Fortune 100 companies – build enduring customer relationships by connecting work, data and experiences across the enterprise. The Verint Customer Engagement portfolio draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement™ to help customers close the engagement capacity gap.
Verint. The Customer Engagement Company™. Learn more at Verint.com.
*Source: DMG Consulting LLC, 2021/2022 Workforce Management Product and Market Report, published February 2021
This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management’s expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2020, our Quarterly Report on Form 10Q for the quarter ended October 31, 2020, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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