Analyst Firm Recognizes Verint as Leader in Contact Center WFO; KANA and Other Acquisitions Contribute to Growth and Formation of New Customer Engagement Optimization Market
MELVILLE, N.Y., December 23, 2014 – Verint® Systems Inc. (NASDAQ: VRNT) today announced that it has been named the largest vendor in the Workforce Optimization (WFO) market according to DMG ConsultingLLC’s 2014 Workforce Optimization (WFO) Mid-Year Market Share Report. Published in October 2014, this year’s report shares that the industry’s contact center WFO revenue increased in the first half of 2014. The revenue growth over the previous year is attributed in part to Verint’s acquisition of KANA® Software. The collective solutions from Verint and KANA are enabling organizations worldwide to implement a single-vendor suite to help transform customer engagement.
“Companies are starting to invest in the analytical capabilities that are being offered by WFO vendors,” says Donna Fluss, president, DMG Consulting LLC. “Enterprises want solutions that provide insights and understanding into the overall customer journey, a need that WFO vendors are beginning to address.”
Together, Verint and KANA offer global enterprises the ability to capture and manage cross-functional information around customer interactions, business processes and workforce performance to improve operational efficiency, reduce risk and enhance customer loyalty, while driving revenue performance. The combined suite enables organizations to use intelligence to uncover trends and discover why certain employee and customer behavior is occurring, helping ensure seamless interactions across channels. Verint and KANA are addressing these challenges together through a robust blend of software and services that span workforce optimization (WFO) and customer service and support offerings.
“Verint’s contributions to the contact center WFO market in this year’s DMG Consulting report is a testament to the company’s growth strategy and ability to deliver innovative solutions that address the needs facing today’s evolving organizations,” says Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise Intelligence Solutions™. “We believe that Verint and KANA offer a holistic customer engagement strategy powered by Actionable Intelligence®, providing significant value for our customers, partners and the market at-large.”