Verint® Systems Inc. (NASDAQ: VRNT) today
announced that partner TwoPro will resell, service and support its
workforce optimization (WFO) software, including the Impact 360®
for Back-Office Operations™ solution.
Adding the proven software from Verint Witness Actionable
Solutions® to its strategic portfolio of offerings, TwoPro will
make the back-office WFO technology—comprised of volume and data
capture, capacity modeling, forecasting and scheduling, strategic
planning, application analysis, desktop and process analytics,
eLearning, performance management and scorecard capabilities—even
more widely available in the Spanish market. In doing so, it can
help organizations gain greater visibility into back-office
functions that help shape the customer experience, while also
providing deep insight into systems use, business processes
effectiveness, and other efficiencies like the schedule adherence
of staff and other customer service operations employees.
This agreement, which commenced in January 2011, follows
continued momentum in the local market to transform back-office
operations into a strategic business asset. For companies around
the globe, optimizing the performance of back-office functions is
an important, yet complex objective that can have a significant
impact on customer loyalty and business profitability. Back-office
processing issues, such as data entry errors, billing mistakes and
workflow delays, can often have a negative impact on operating
costs and serve as the underlying cause of call volume spikes in
the contact center, commentary on social media channels and
ultimately customer dissatisfaction.
These challenges are further complicated by data privacy
regulations. The need to manage liability, costs and efficiency is
making it necessary for many organizations to retrieve specific
customer interactions quickly—while also gaining insight into
non-phone activities, such as file management, correspondence, and
order processing. With the desktop and process analytics
capabilities from Verint, TwoPro can provide organizations in Spain
with the ability to capture employee desktop activity across
different systems, applications and processes. The end result is
often seen in improved efficiency, reduced costs and an enhanced
customer experience. The solution also can provide them with the
ability to respond to critical compliance and data security
requirements, such as those with the Payment Card Industry Data
Security Standard (PCI DSS).
“Back-office workforce optimization helps organizations better
maximize their resources, while engaging in effective planning to
help ensure positive customer experiences, and ultimately build
stronger, longer-lasting relationships,” says David Parcell,
managing director EMEA, Verint Systems. “The TwoPro mission is to
help companies streamline their business processes. Its commitment
to delivering advanced consulting services and solutions that help
companies achieve measurable return on investment in Spain make it
a well-suited partner for helping customers improve performance and
efficiency in a challenging market.”
“TwoPro will provide critical back-office consulting expertise,
making sure the solution is well suited to customers’ requirements
and service targets--while improving operational efficiencies”,
adds David Sánchez de Miguel, managing partner, TwoPro. “We are
very pleased to become a reseller of Impact 360 from Verint. The
company has a thorough understanding of the challenges and
opportunities faced by organizations in both the front and back
office. Our objective is to help customers improve the
effectiveness to help maximize their success.”
About TwoPro
TwoPro, part of Spanish Consultancy L2Group, is a company
specialized in driving back-office business process transformation
combining technology and best practical solutions. TwoPro has a
deep and wide industry expertise in Insurance, Banking,
Financial Services and Automotive industries, and is helping its
clients to operate back-office operations as high-performance
businesses, wringing out inefficiencies and providing the most
strategically valuable benefits to their companies. For more
information visit us at http://www.twopro.es.
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the worldwide leader in
enterprise workforce optimization (WFO) software and services. As
the market’s first 5th-Generation WFO solution, its unified Impact
360® suite enables organizations of all sizes to capture, analyze
and act on customer, business and market intelligence, and optimize
customer experiences. Impact 360 Workforce Optimization™—comprised
of quality monitoring and recording, voice of the customer
analytics (including speech analytics, text analytics and customer
feedback surveys), desktop and process analytics, workforce
management, performance management, eLearning, coaching and
more—serves as a strategic asset across front- and back-office
sales and service operations that help shape the customer
experience. Used by thousands of organizations around the globe,
Verint solutions help improve the entire customer service delivery
network, powering decisions Real Time at the Right Time™ to advance
service excellence across today’s 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 and our Quarterly Report on Form 10-Q for the
quarter ended April 30, 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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