Verint^® Systems Inc. has completed its acquisition of eg Solutions plc, further expanding automation within its customer engagement portfolio.

eg is an enterprise workforce optimisation software pioneer, offering purpose-built, automated software for back-office operations. Its solutions manage work, people and end-to-end processes wherever they are undertaken, anywhere in the world. Using its forecasting, scheduling, real-time work management and operational analytics capabilities, eg delivers measurable improvements in service, quality, productivity and regulatory compliance for its customers. 

Its specialised software is used by leading companies in multiple industry sectors, including financial services, healthcare and utilities both in the cloud and on-premises. The acquisition provides greater opportunity for global growth expansion for both Verint and eg.

“The addition of eg Solutions is a logical move for Verint, building on its established position in workforce optimisation, and aligns with Ovum’s view that optimising the contact center needs to move beyond its traditional boundaries. When it comes to delivering on the promise of better customer engagement, back-office performance is often what keeps that promise – it is core to providing a connected, enterprise-wide approach to customer engagement,” notes Tom Pringle, Practice Leader, Information Management, Ovum.