Verint Media Recorder Workforce Optimization Suite Recognized as Industry Leader in Gartner Report

Written by KOVA Corp

We’re excited to share that the Verint Media Recorder Workforce Optimization Suite, which is designed by Verint Systems, was recently recognized as a leader in the call center workforce optimization space by the technology market research firm Gartner.

Gartner’s report Magic Quadrant for Customer Engagement Center Workforce Optimization named Verint as as leader in both ability to execute and completeness of vision, giving the company the highest possible recognition.

The report contains lots of helpful information for contact center personnel who are looking into using workforce optimization software in their organization.

Defining key functional domains

Workforce optimization (WFO) isn’t always the easiest thing to define - after all, it can apply to multiple job functions and work areas. The Gartner report, however, offers these key domains on which WFO vendors were rated.

  • Strategic planning
  • Recruitment
  • Workforce management (WFM)
  • Call recording and quality management (QM)
  • Coaching and e-learning
  • Performance management (PM)
  • Surveying — focused on capturing operational and agent performance information
  • Interaction analytics — audio and text analytics, combined with screen analytics, emotion detection and associated operational call data

Leaders in the WFO space must offer strong tools that optimize each of these areas, which Verint Media Recorder does.

When it comes to workforce management solutions, for example, the Verint Media Recorder Workforce Management software allows users to create centralized and/or localized schedules, schedule meetings, and schedule employees based on talents, work queues, or other criteria.

The Customer Experience Survey software, also part of the Verint Media Recorder Workforce Optimization suite, offers quality management abilities that allow users to link customer feedback with the associated calls. This lets supervisors and managers understand feedback in context and gain more actionable insight from each review.

This software is part of Verint’s Voice of the Customer analytics solution - with Voice of the Customer, users can employ text analytics and voice analytics to better capture and understand customers’ experiences with your company.

In addition, the Voice of the Customer extended platform also allows users to trigger e-learning options that are sent to agents’ desktops based on survey responses. This, combined with the Advanced Scorecards feature, makes it easy to incorporate strong Performance Management techniques into your contact center.

When it comes to call recording and monitoring, Verint Media Recorder offers the Verint Media Recorder, one of the top multimedia recording, archiving, and monitoring tools in the industry. In addition to search and playback, remote operation, and audio and screen recording, the Media Recorder offers optional quality monitoring and desktop analytics. The Media Recorder also uses industry standard encryption to protect payment information.

Identifying strengths

In addition to defining those key functional domains, the Gartner report goes further to specifically identify vendor strengths.

For Verint, those strengths are impressive. For one thing, Verint Media Recorder covers a huge array of optimization functions, spanning back-office, front-office, and customer experience. According to the report, this broad functionality is the main reason customers identified for selecting to use Verint Media Recorder in their organizations.

Verint’s workforce optimization customers span the entire globe - according to Gartner’s research, there are 1,500 customers worldwide using the suite, including in the Asia/Pacific region. Verint’s strong relationship with resellers, like us at KOVA, is an important part of making this global implementation possible.

Another important strength that Verint’s Verint Media Recorder has over other workforce optimization software solutions is a close alignment with CRM, or customer relationship management, values and outcomes. The report calls Verint “unique in the WFO market for its ability to impact customer processes positively.” This is due to Verint’s knowledge of how contact center agents work and what tools they need to do their jobs effectively.

If you’d like to bring your contact center operations to a higher level of efficiency, customer service, and success, contact KOVA - we’d love to help you find the right workforce optimization solution for your organization.

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