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Verint Witness Actionable Solutions Enables Organizations to Optimize the Customer Experience Enterprise-WideMELVILLE, N.Y. --(Business Wire)-- Verint (News - Alert)® Systems Inc. today announced it has further strengthened its position in the enterprise workforce optimization (WFO) market. The company's Impact 360® for Back-Office Operations solution, from Verint® Witness Actionable Solutions®, is being deployed in the insurance, healthcare and transportation industries. Verint uses the term "back-office" to refer to the part of a company that performs non-customer facing administrative, processing and operations tasks that impact the customer experience, such as payment processing, new account set up, claims, research and order fulfillment. Errors and inefficiencies in these types of transactions can result in additional calls into a company's contact center, repeat work for back-office departments and dissatisfied customers all of which translate into added costs to an organization. In one study, TARP Worldwide, a firm known for its customer experience consulting work, found that up to 60 percent of customer dissatisfaction sources are found in the back-office1. On a broader level, Forrester (News - Alert) Research reported that 17 percent of a customer's loyalty is a result of operational efficiency2, which has a direct correlation to back-office processes. As forward-thinking companies focus on back-office operations as part of their broader customer service operations, Verint is seeing financial services, insurance and healthcare organizations among the early adopters of WFO technologies including volume and data capture, capacity modeling, forecasting and scheduling, strategic planning, application analysis, process analysis, eLearning/lesson management, and performance management/scorecards in the back-office. For example: A large insurance company installed Verint's Impact 360 solution in its customer account maintenance department to reduce turnaround time from nine days to an average of five days a more than 50 percent improvement that also lowered calls to the contact center. Using Verint software, an order fulfillment company identified 10 percent idle time due to inappropriate assignments on workflow queues, which have now been realigned to utilize this idle capacity. A large, multi-national financial services company is managing its back-office on an intraday basis against real work volumes to meet deadlines and reduce status inquiries, with Verint's Impact 360 playing a key role. "Companies are finding that by leveraging Verint's Impact 360 workforce optimization technology in back-office environments, they are able to help eliminate inefficiencies that can cost millions of dollars in the first year alone, while at the same time improving the customer experience," says Darryl Demos, general manager of the Enterprise Solutions Group, Verint Witness Actionable Solutions. About Verint Witness Actionable Solutions Verint® Witness Actionable Solutions® is the leader in analytics-driven workforce optimization software and services. Its solutions are designed to help organizations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization suite is the industry's most unified solution set featuring quality monitoring and recording, workforce management, speech and data analytics, customer feedback surveys, performance management, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises. About Verint Systems Inc. Verint® Systems Inc. is a global leader in Actionable Intelligence® solutions and value-added services. Our solutions enable organizations of all sizes to make timely and effective decisions to improve enterprise performance and make the world a safer place. More than 10,000 organizations in over 150 countries including over 80 percent of the Fortune 100 use Verint solutions to capture, distill, and analyze complex and underused information sources, such as voice, video, and unstructured text. Headquartered in Melville, New York, we support our customers around the globe directly and with an extensive network of selling and support partners. Visit us at our website www.verint.com. 1 John Goodman, co-founder of TARP, at SpeechTek 2006 and available through: www.speechtek.com/East2006/Presentations/Tues/Music%20Box/11%20AM/goodman01.ppt#310,13,Causes of Customer Dissatisfaction 2 Forrester Research's (News - Alert) Consumer Technographics®, December 2005 North American Study This press release contains "forward-looking statements" within the meaning of the Private Securities Litigation Reform Act of 1995, 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 and uncertainties, 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 the Company's Current Report on Form 8-K filed with the Securities and Exchange Commission on September 10, 2007, as supplemented by our Current Reports on Form 8-K filed on November 5, 2007, January 16, 2008, and April 9, 2008 and the Form NT-10Q filed on September 9, 2009. 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, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ. VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING ACTIONABLE INTELLIGENCE, WITNESS ACTIONABLE SOLUTIONS, STAR (News - Alert)-GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA, EDGEVR, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT 360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY, CONTACTSTORE, EYRETEL, BLUE PUMPKIN SOFTWARE, BLUE PUMPKIN, the BLUE PUMPKIN logo, EXAMETRIC and the EXAMETRIC logo, CLICK2STAFF, STAFFSMART, AMAE SOFTWARE and the AMAE logo are trademarks and registered trademarks of Verint Systems Inc. |
