Verint® Systems Inc. (NASDAQ: VRNT) today announced that
GoDaddy.com, the world's largest domain name registrar and top Web
hosting provider, has implemented the next-generation Impact 360®
Workforce Management™ solution from Verint Witness Actionable
Solutions®.
Following its June 2010 deployment across four Go Daddy contact
center sites, the company is benefiting from Verint’s robust,
workforce management (WFM) solution comprised of automated
forecasting, scheduling, strategic planning, adherence, shift
bidding, time off management, scorecard and learning
functionality.
With Go Daddy’s expanding global customer base of 8.6 million
and total domains under management sitting at more than 44 million,
the company selected Verint’s Impact 360 Workforce Management
solution to further its reputation for being a customer service
leader. With Impact 360, Go Daddy is boosting the efficiency and
effectiveness of its existing agent workforce, automating capacity
planning and forecasting and scheduling, improving adherence
management and enhancing its staff training—all while keeping
operating costs in check.
“Go Daddy handles more than one million calls each month,
so it's essential for us to be staffed appropriately 24/7,” says Go
Daddy Customer Care Vice President Miguel Lopez. “By using Impact
360 Workforce Management, we can make necessary changes quickly to
keep our world-class service up to our standards. Verint also makes
it possible for us to forecast the right staffing based on Go
Daddy's tremendous growth.”
Impact 360 allows Go Daddy to realize a host of efficiencies by
staffing appropriately to meet workload; improve service and
contract resolution by scheduling the right agents with the most
appropriate skills at the best time; and improve employee
effectiveness and retention via advanced scorecards. eLearning and
self-service training options also help to build proficiencies,
counter skills gaps, and stay attune to company and industry
updates easily and directly—all via the agent desktop.
“Organizations like Go Daddy are finding that multiple sites,
expanded media options, staff proficiencies and preferences, along
with customer expectations, have made contact center operations
more complex than ever to manage,” comments Steve Weller, senior
vice president, Americas, Verint Witness Actionable Solutions. “We
are pleased that Go Daddy selected Impact 360 to simplify, automate
and fine-tune these processes, save time and enhance the customer
experience.”
About Impact 360 Workforce Management
Impact 360 Workforce Management is part of the Impact 360
Workforce Optimization™ suite. As a packaged solution, it features
such capabilities as forecasting, scheduling, adherence and
strategic planning, along with bundled functionality for
performance scorecards and eLearning. The solution also features 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, Impact 360 Workforce
Management helps deploy the right staff, with the right skills, at
the right time—across contact center, 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
enterprise 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, customer interaction analytics (speech analytics, text
analytics, data analytics and customer feedback surveys), desktop
and process analytics, 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 85 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. Verint is listed on the NASDAQ Stock Market
under the symbol “VRNT.” Visit us at our website
www.verint.com.
This press release contains forward-looking statements,
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 our Annual Report on Form 10-K for the year ended
January 31, 2010 and our Quarterly Report on Form 10-Q for the
quarter ended October 31, 2010. 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, INTELLIGENCE IN ACTION, ACTIONABLE
INTELLIGENCE FOR A SMARTER WORKFORCE, VERINT VERIFIED, 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, and CLICK2STAFF are trademarks or registered
trademarks of Verint Systems Inc. or its subsidiaries. Other
trademarks mentioned are the property of their respective
owners.
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