Publication Recognizes Verint Witness Actionable Solutions for Extending Proven Contact Center Workforce Optimization Software to Branch and Back-Office Environments
MELVILLE, N.Y., December 12, 2007 - Verint Systems Inc. today announced its debut and placement at Number 23 on Bank Technology News' sixth annual "The Innovators" ranking.
"The Innovators show how an aggressive, well-conceived technology strategy can boost revenue through untapped avenues, lower costs through operational efficiencies and differentiate a financial institution from its competitors in the minds of customers and investors," said Holly Sraeel, editorial director of Bank Technology News.
Through its award-winning Impact 360(TM) workforce optimization suite, Verint Witness Actionable Solutions is helping the front and back-offices within financial services institutions enhance business processes and operational effectiveness, heighten workforce performance and differentiate themselves from the competition.
"This recognition from Bank Technology News is a great honor, as well as reinforcement that our customers are benefiting from workforce optimization enterprise-wide - from the contact center through to the critical operations that take place in branch and back-office environments," says Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions. "We are seeing more organizations introduce Impact 360 throughout the enterprise, leveraging the technology's ability to help forecast, schedule and manage operations functions, deliver real-time customer and productivity information to regional offices/locations, and gain visibility into service processes and insight from customer intelligence."
"There are 1.1 million tellers and bank sales people in the U.S., yet banks know precious little about how well or poorly their tens of millions of daily interactions with customers are going," said Sraeel. "Verint Systems' technology enables banks to address this issue, which, in turn, can enable more profitable customer relationships."
The company recently introduced enhancements to its Impact 360 for Retail Financial Services, providing an array of new workforce optimization functionality designed for customer-facing, bank branch stores. It also announced Impact 360 for Back-Office Operations, which features a host of workforce optimization capabilities designed for use across multiple enterprise operations functions and departments, each of which impact the customer experience - including claims processing, order fulfillment, customer administration, billing, retail and commercial banking, mortgage banking, lending, insurance, securities, bank card servicing and transaction processing.
Darryl Demos, general manager of Verint Witness Actionable Solutions' Enterprise Solutions Group, adds, "Maintaining a consistent customer experience is critical in today's markets. Banks, for instance, have limited insight into the quality of face-to-face interactions in the branch, and organizations across the board are often challenged to know and understand the quality, efficiency and effectiveness of their back-office departments that also impact customer service and satisfaction. An enterprise workforce optimization solution - such as Impact 360 - can provide the actionable intelligence needed to improve the customer experience across the customer service delivery value chain."
More than 70 banks around the globe currently use Impact 360 Retail Financial Services to optimize resources in their branches. That includes nine of the top 10 U.S. banks.
About Bank Technology News and SourceMedia, Inc.
Bank Technology News, www.BankTechNews.com, the industry's source of technology coverage, provides critical information and analysis on the relationship between banking strategy and technology execution at financial institutions. As banks and other financial organizations focus intently on facilitating business objectives, meeting compliance guidelines and achieving a return on investment for technology purchases, Bank Technology News focuses on the players, companies and innovations that enable institutions to play by new rules and establish benchmarks by which their performance and regulatory compliance will be enhanced.
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About Verint Witness Actionable Solutions
Verint® Witness® Actionable Solutions was formed as a result of the company's successful combination with workforce optimization provider, Witness Systems. Verint Witness Actionable Solutions enables organizations to capture and analyze customer interactions, improve workforce performance and optimize service processes in contact center, branch and back-office operations. With the industry's broadest portfolio of innovative solutions for customer service analytics, workforce optimization, quality monitoring/full-time recording, workforce management, eLearning, performance management and customer surveys, Witness Actionable Solutions helps companies uncover business trends, discover the root cause of employee and customer behavior, and power the right decisions to help ensure service excellence and achieve continuous performance improvement across every aspect of customer operations.
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 5000 organizations in over 100 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.