Verint Witness Actionable Solutions Continues to Enhance Workforce Management Software

Verint^® Systems Inc. today announced enhancements to its Impact 360^® Workforce Management software from Verint^® Witness Actionable Solutions^®. As the company continues to evolve its next-generation Impact 360 Workforce Optimization (WFO) suite, new workforce management (WFM) functionality is helping global organizations achieve greater efficiencies, productivity and cost savings that span from their contact centers to branch and back-office operations environments — all of which help shape the customer experience.

WFM Technology Leadership

Building upon leadership and innovation from its Blue Pumpkin^® and Witness Systems^® heritage, Verint continues to be recognized for being first-to-market with a unified, enterprise WFO suite, for which WFM is a foundation technology.

The PELORUS Group represents one of many firms that point to the benefits that WFM and WFO deliver, helping support customer service operations both in an up and down economy. In its new 2009 World Contact Center Workforce Management Systems Market report, author and Senior Consultant Dick Bucci states, “The most successful vendors provide a broad suite of solutions — like Verint’s Impact 360 — to address the multiple needs of contact centers. There are significant advantages to end users, such as single point-of-contact accountability, tighter integration, lower purchasing costs and coordinated systems upgrades.”

Adds Bucci, “Workforce scheduling and forecasting software can be applied to virtually any function that requires agents serving queues of customers that arrive at random intervals and where management has discretion over daily or even hourly staffing needs. Verint was actually the first of the WFO suite vendors to specifically target back-office and vertical market opportunities — successfully applying technology proven in the contact center to other customer-impacting departments across the enterprise.”

WFM Services and Enterprise Workforce Optimization Leadership

Part of this commitment to being the market innovator is Verint’s focus on customer success, which is reflected in its services offering.

According to Frost & Sullivan’s new research, North American Agent Performance Optimization Markets, Verint has a significant investment in its services business. In the report, Keith Dawson, principal analyst, information & communication technologies, Frost & Sullivan, states, “Verint Impact Services is its comprehensive portfolio of service offerings designed to help drive customer centricity goals across the contact center and broader enterprise, and concentrates around contact center, service desk, trading room, branch office and back-office operations being integral to customers’ businesses. The company offers implementation services for deployment and ongoing product operations, and added-value business process consulting for developing best practices.”

Looking at WFM outside the contact center, the firm points to the “significant opportunity for growth in applying contact center scheduling principles to retail and back-office employees.” Dawson states that “Verint also saw a continued expansion into the enterprise, notably through the expansion of ‘agent’ performance optimization tools to knowledge workers outside the contact center, specifically in branch and remote office, and in back-office operations environments.” He adds that many companies are “looking to deploy many of the same kinds of work- and productivity-tracking tools they have in the contact center out to other, similar departments and workers whose functions impact the customer experience.”

Enhancements Drive Value

Verint Impact Services help ensure that customers successfully implement and maximize their investment in the company’s comprehensive WFO solution set, including such new enhancements as:

• Agent My Adherence

The individual agent “My Adherence” screen, similar to a manager’s adherence view, enables agents to monitor their own intra-day adherence to schedules. With this perspective comes a new view and greater awareness, encouraging staff to follow assigned schedules. My Adherence helps reduce adherence violations and shrinkage, thereby lowering operational costs. Manager adherence views also have been enhanced to provide more intra-day agent adherence information in order to better monitor and manage agent activities.

• One-Minute Shifts and Shift Events

The addition of one-minute shifts and shift events allows managers to now schedule shifts and related activities (i.e., time off, breaks, lunch and training) down to the minute. With greater scheduling flexibility, global organizations can customize shifts and manage workforce performance to more closely align with regional and organizational operating requirements.

• Integrated Dashboards

Integrated dashboards enable users to aggregate information from different Impact 360 workforce optimization functions, reports and third-party sources. Armed with this data, operations managers and users can view, from an “at-a-glance” perspective, necessary information and charts to make faster and better operational decisions.

“Workforce management continues to be a core part of our solution set and value proposition, and a staple in our unified, analytics-driven and enterprise-enabled workforce optimization suite,” explains Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions. “Verint will continue to invest heavily in building and enhancing all components of our Impact 360 solution set. We’re pleased to introduce these new WFM capabilities designed to help our customers achieve their customer service and staffing objectives, even in the midst of a changing economy.”

About Impact 360 Workforce Management

Impact 360 Workforce Management is part of the Impact 360 Workforce Optimization suite. As a packaged solution, it features forecasting, scheduling, adherence and strategic planning, along with bundled functionality for performance scorecards and eLearning, as well as a single sign-on and unique WFO business workflow integrations that span across functions. Designed to measure and leverage the individual talents and preferences of each employee, align their skills and proficiencies with business objectives and customer needs, and produce optimized schedules, the solution helps deploy the right staff, with the right skills, at the right time — both in contact centers and branch office and back-office customer service operations that help shape the customer experience.

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.

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