DMG Consulting Names Verint #1 for 7th Consecutive Year, #1 in Back-Office/Branch Solutions, and Recognizes Strength in Europe, APAC, ROW
Verint Systems has again been recognized for its leadership in Workforce Engagement solutions. In new research from DMG Consulting LLC, the company is cited as a Workforce Optimization market share leader in the 2018 Contact Center Workforce Optimization (WFO) Market Share Report, which analyzes market share for the 39 worldwide WFO vendors in 2017.
In this year’s DMG research, Verint was ranked the WFO leader in 10 of 16 categories. Highlights include:
Verint Leads in WFO and Recording Solutions for 7th Consecutive Year. Verint was ranked the market share leader in WFO and Recording Solutions, as it has since 2011. Verint Secures Top Market Share Position in Nine Additional Categories, including Back-Office/Branch, Quality Assurance/Quality Management, License/Software, Services, Direct Revenue Market Share, Indirect Revenue Market Share, Total Voice Recording, and Non-Contact Center Recording. Verint Secures Leading WFO Position in Three Geographic Regions. For the second consecutive year, the company holds the leadership position in market share in Europe, Asia-Pacific and Rest-of-World, comprising the Caribbean and Latin America (CALA) and the Middle East and Africa (MEA).
Verint Holds Substantial Lead in Back-Office/Branch and Non-Contact Center Recording.The company holds a commanding leadership position in the Back-Office/Branch category with revenue/market share at 60.3%, compared to the closest competitor at 25.1%. For Non-Contact Center Recording, Verint market share was 71.8%, compared to the closest competitor at 17.6%.
“This new research underscores Verint’s continued leadership in customer engagement solutions for contact center, back-office and branch operations, as our global customers continue to gain value and differentiation by simplifying, modernizing and automating customer engagement,” says Verint’s Nancy Treaster, SVP and general manager of strategic operations. “With a focus on innovative solutions that drive workforce engagement—and by incorporating automation powered by artificial intelligence (AI), chatbots and robotics—we’re in step with the report’s analysis of the latest market trends and emerging areas of investment worldwide.”
While the report notes no surprises in the revenue analysis this year, it offers an insightful description of the state of the market today. “The game is on,” writes Donna Fluss, President, DMG Consulting, in the report’s introduction. “The WFO market has experienced an amazing 40-year run, starting with independent solutions for recording and quality assurance, transforming to suites with more capabilities, and now expanding into automation and AI.”
