Verint® Systems Inc. (NASDAQ: VRNT) today
announced that Ventura, one of the UK’s largest customer management
outsourcing companies, is implementing Impact 360® Quality
Monitoring™ and Impact 360 Desktop and Process Analytics™ from
Verint Witness Actionable Solutions®. Ventura offers a broad range
of outsourced services to blue-chip clients, and will use the
Verint solutions to enhance workflow and customer service
operations activities on some 3,300 agent desktops within its seven
contact centers across the UK and in India.
The new intelligence derived from Impact 360 Desktop and Process
Analytics will enable Ventura to better understand factors leading
to non-productive employee time, and help refine its processes for
optimal efficiency and bottom-line profitability. The solution also
will allow the organization to track and gauge desktop activities
and workflow effectiveness in order to improve back-office
productivity and process adherence. Verint’s Impact 360 solutions
capture transactions and data across a range of business systems
and communications channels, and can play a key role in identifying
bottlenecks and inefficient processes. The ability to continually
identify and address areas for improvement will provide Ventura
with an important differentiator as it competes for major
outsourcing contracts, as well as extending its operations into the
business process optimization arena.
Commenting on the company’s latest investment in Verint
solutions is Alan Linter, Ventura’s IT and shared services
director, “Ventura already operates efficiently in terms of
resource planning across front-office operations, and we were keen
to find ways to extend the same approach to increase our
back-office productivity, improve resource utilization and help
reduce our back-office costs. Working with Verint, we quickly
appreciated the benefits that the Impact 360 solutions could
bring.”
Adds Linter, “Impact 360 Desktop and Process Analytics can
provide real insight into understanding employee non-productive
time. As leading outsourcers, it’s particularly important that we
identify any bottlenecks and inefficient processes. We expect the
Verint solution will have a significant impact on our back-office
productivity.”
Additionally, the outsourcer is implementing 3,300 agent seats
of Impact 360 Quality Monitoring, which includes capabilities that
will support its focus on PCI compliance and customer data
protection. Ventura’s new desktop and process analytics for the
back office will integrate fully with the Verint QM solution,
providing the outsourcer seamless integration between the workforce
optimization solutions, which also includes performance management
scorecard and eLearning capabilities.
“We’re delighted that Ventura will be experiencing the value
that our unified workforce optimization solutions deliver,
including one of the latest innovations in desktop and process
analytics, which captures employee desktop activity across
different systems, applications and processes to enhance compliance
and data privacy restrictions,” says David Parcell, managing
director EMEA for Verint Systems.
“In most major organizations, back-office efficiency and
accuracy can have a major impact on both the cost and quality of
customer service, and that’s particularly true for outsourcers who
work with a broad range of clients across vertical markets,” adds
Parcell. “The Impact 360 solutions can help ensure Ventura complies
with its back-office processes, and reaps the benefits of enabling
technology that provides a strong differentiator in the
increasingly competitive outsourcing marketplace.”
About Ventura
Ventura is one of the UK’s largest customer management
outsourcing companies. The company manages over 80 million customer
contacts each year for 28 clients from the private and public
sector through its contact centers. Ventura has been established
for more than 40 years, and is one of the UK’s largest business
process outsourcers. Owned by Next Group PLC, Ventura offers a
range of outsourced services to blue-chip clients from locations
both in the UK and India. The company has a staff of 8,000 and
operates from seven state-of-the-art locations. For more
information, please visit www.ventura-uk.com.
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 of all sizes 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, 2011. 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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