Verint Recognized for Market Share Leadership Across Multiple Regions and Markets in New Contact Center Market Report
Research Shows Highest Contact Center WFO Market Share in Asia-Pacific, Europe and “Rest of World,” Also for Back Office and Branch
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Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, today announced that it has been recognized as a market leader in DMG Consulting’s latest Contact Center Workforce Optimization Market Share Report.*
According to the report, Verint retained significant workforce optimization (WFO) presence in all global regions. DMG cited Verint for dominant market leadership in Asia-Pacific where its 53 percent market share leads the next nearest vendor by a 25 percent margin, and for Rest-of-World (Caribbean and Latin America, Middle East and Africa) where its 61 percent market share is 39 percent ahead of remaining vendors. Verint likewise holds the leader position in Europe with a 38 percent market share.
“The contact center WFO segment hit an important milestone in 2019 when this mature IT sector exceeded $2 billion in revenue,” said Donna Fluss, president, DMG Consulting. “The future of WFO applications will be based on three fundamental concepts in the technology market today: AI, analytics and automation.”
Back-office/branch was the second largest vertical, behind contact center, for the WFO market in 2019. There, DMG cited Verint’s commanding 60 percent market share leadership while highlighting its workforce management (WFM) and analytics capabilities. Verint is the market share leader, among WFO suite vendors, for total WFM revenue worldwide at 24.6 percent.
“Echoing DMG’s outlook, workforce engagement technologies make critical contributions in today’s business environment and are bringing the market into its next generation as cloud and digital transformation technologies further aid operations and improve customer experience,” says Verint’s Nancy Treaster, SVP and general manager, strategic operations.
Verint Workforce Optimization is a unified suite of cloud solutions for capturing interactions and managing the performance of employees across the enterprise. This includes workforce management, call recording, automated quality management, performance management, knowledge management, speech, text, and desktop analytics and much more. To learn more click here.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization and cyber intelligence. Today, over 10,000 organizations in more than 180 countries—including over 85 percent of the Fortune 100—count on intelligence from Verint solutions to make more informed, effective and timely decisions. Learn more about how we’re creating A Smarter World with Actionable Intelligence® at www.verint.com.
*Source: DMG Consulting, Contact Center Workforce Optimization Market Share Report, May 2020. This report measures revenue for the fiscal year 2019.
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 10-Q for the quarter ended April 30, 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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