SAP Global TeleManagment Group to deploy solution across seven global sites to streamline business processes and boost operational effectiveness
MELVILLE, N.Y., October 16, 2007 - Verint Systems Inc., a leading provider of analytic software-based solutions for workforce-enterprise optimization and security, today announced that the SAP® Global TeleManagement Group of SAP AG, the world's leading provider of business software solutions, has selected its integrated quality monitoring, speech and data analytics, and eLearning software. The SAP Global TeleManagement Group plans to deploy the solution across seven global sites - supporting its focus on streamlining business processes and driving operational effectiveness throughout its contact centers and broader enterprise.
"We are very pleased to welcome the SAP Global TeleManagement Group as a global, multi-site customer - and look forward to working in support of its mission and focus on technology, service and resource excellence," said Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions. "With our solutions, we aim to assist SAP in unlocking valuable information resources, improving supply chain efficiencies, and building strong customer relationships."
SAP serves more than 41,200 customers in more than 120 countries worldwide and delivers a comprehensive range of solutions designed to empower business operations. Its Global TeleManagement Group - which performs inbound and outbound calls in support of SAP's sales force - sought a solution to help align its multiple interaction touch points, leverage agent best practices in the lead development process, and measure marketing campaign effectiveness. With the software from Verint Witness Actionable Solutions, the SAP Global TeleManagement Group can apply powerful recording, speech and data analytics, and eLearning to help enhance performance across its people, processes and technologies.
"Leveraging technology from Verint Witness Actionable Solutions further supports our commitment to optimizing operational effectiveness and workforce performance," said Michael Kalinowski, senior vice president, SAP Global TeleManagement Group. "Attaining call recording, analytics and eLearning from a single provider was critical to our decision, as was Verint Witness Actionable Solutions' ability to understand the unique needs of our Global TeleManagement Group in context to our broader business. With plans to roll the software out across global locations, we wanted to work with a proven supplier of innovative, forward-thinking technology - one that can holistically support us, and whose technology can meet our needs today and grow with us in the future."
Optimizing Performance with Quality Monitoring and eLearning
With Verint Witness Actionable Solutions' quality monitoring, the SAP Global TeleManagement Group can help ensure the consistent measurement of lead quality and agent effectiveness across all of its markets. The software's agent evaluations and reporting capabilities not only help access employee performance metrics, but also gauge performance levels against established business goals. Additionally, SAP can leverage the software's eLearning functionality by creating best-practice clips from recorded interactions and delivering targeted training content directly to agents' desktops - to rapidly respond to learning needs and highlight new campaigns, for example.
Streamlining Business Processes with Speech and Data Analytics
Automatically categorizing and analyzing call content with speech analytics will reveal and help enable the SAP Global TeleManagement Group to take the appropriate action on the root causes of business outcomes and high-call volumes. Further, with Verint Witness Actionable Solutions' analytics, SAP can identify and act on calls containing competitive information, market opportunities and trends that might only otherwise be detected by listening to thousands of calls. Data analytics monitors desktop activity of agents and back-office staff, tracking application use, data entry and screen content to renewal process issues, sending real-time alerts and providing important data for segmenting calls for quality evaluation and analysis.
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/caller 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, Verint 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., headquartered in Melville, New York, is a leading provider of analytic software-based solutions for workforce-enterprise optimization and security. Verint software, which is used by over 5,000 organizations in over 100 countries worldwide, generates actionable intelligence(TM) through the collection, retention and analysis of voice, fax, video, email, Internet and data transmissions from multiple communications networks. Visit us at our website verint.com.