SPEAKER ALERT: Industry Authorities to Explore Speech Analytics, Customer Centricity and the Impact of Generation Y on Customer Service Operations at Upcoming Contact Center Event

Verint^® Systems Inc. today announced that one of its contact center and customer service operations experts, along with multiple customers, will present at ICMI’s 2009 ACCE Conference & Expo, October 5-9 at the Mandalay Bay Convention Center in Las Vegas. Topics will explore real-world speech analytics examples from Verint^® Witness Actionable Solutions^® customers across a variety of verticals, ways to balance customer centricity while managing costs, and Generation Y’s impact on customer service operations.

“Driving the Voice of the Customer with Speech Analytics—a Case Study”
Thursday, October 8, 11 a.m.—12:15 p.m. PT

In this case study, Bank of Montreal will share insight on its speech analytics implementation and how the technology has helped deliver the “voice of the customer” to the right parts of the organization in a way that is meaningful and drives action. With the support of senior leadership, proactive decisions are now made with the foresight of how they will impact customers and in turn their behaviors. Attendees will hear how the financial institution has driven exceptional process improvement initiatives from knowing the real reasons customers contact it — all information discovered from its speech analytics program.

“Speech Analytics in the Real World – An End User Panel”
Thursday, October 8, 3:45—5 p.m. PT

In this informative user panel discussion, Deloitte Services LP, Bank of Montreal and Duke Energy will explore the impact of speech analytics in customer service operations. The session will touch on the importance of having counterparts across internal departments on board to take action on the extraordinary value such software brings to light in the way of customer intelligence and behavior, trends and improvement areas. It will also provide real case study examples and experiences on the successes, challenges and opportunities of implementing speech analytics, along with a series of best practices.

“Balancing Cost Reduction with Customer Centricity”
Friday, October 9, 10:15—11:30 a.m. PT

This session will profile the key drivers forcing change in contact centers and enterprise operations today. Organizations must carefully control costs and be mindful of delivering a positive customer experience. In this presentation, Bill Durr — principal global solutions consultant for Verint Witness Actionable Solutions — makes the case that contact centers need to focus on re-establishing “the basics” when it comes to staffing. Here he’ll highlight forecasting, scheduling and ways to define processes via workforce management, as well as how to maximize quality monitoring to identify agent skill gaps. Durr also will explore why centers need to become the lens through which the enterprise can learn more about its customers, and how voice of the customer tools can help. Attendees will walk away with information that can help contact centers control costs, deliver a world-class customer experience and provide strategic information enterprise-wide.

“The Reality of Generation Y and the Contact Center”
Friday, October 9, 11:45 a.m.—1 p.m. PT

Now that Generation Y is starting to enter the workforce, it is impacting the hiring, retention and culture of the contact center. This generation, especially when combined with the current economic climate, is driving new behaviors and business requirements. Yet organizations can’t fundamentally change their way of doing business to accommodate one generation. Bell Canada will provide an update on Generation Y in the contact center – from assumptions, to lessons learned about attracting, retaining and motivating this dynamic group, to maintaining a multigenerational culture.

For a demonstration, or to learn more about Verint Witness Actionable Solutions and its next-generation Impact 360 Workforce Optimization solutions, visit Booth 312 during ACCE in Las Vegas. For more information about Verint Systems or other upcoming events, visit www.verint.com.

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. (VRNT.PK), headquartered in Melville, New York, is a leading provider of Actionable Intelligence^® solutions for an optimized enterprise and a safer world. Today, more than 10,000 organizations in over 150 countries rely on Verint solutions to perform more effectively, build competitive advantage and enhance the security of people, facilities and infrastructure. Visit us at our website www.verint.com.

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-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.