Verint® Systems Inc. (NASDAQ: VRNT) today
announced the availability of its fully web-enabled Enterprise
Workforce Management (WFM) solution and expanded vision for what an
enterprise-wide approach to WFM can bring to organizations of all
sizes. This announcement builds upon the company’s award-winning
Impact 360® Workforce Management™ solution and follows on its
recent acquisition of WFM solution innovator Global Management
Technologies Corporation (GMT™), which closed earlier this
month.
Verint Enterprise Workforce Management is the first
enterprise-class solution of its kind to bring unified visibility
into key workforce optimization (WFO) dynamics across customer
touch points and communications channels. From contact center, to
branch office, to back-office operations, forward-thinking
organizations are increasingly seeking a more strategic,
organization-wide approach to planning, forecasting and scheduling
their resources and work performed. They're charged with maximizing
the benefits of a growing virtual workforce and creating greater
value from available resources. A cornerstone for achieving
operational excellence is a more holistic approach to mastering
WFM, offering new visibility into the management, allocation and
tracking of people, processes and work performance
company-wide.
As a strategic part of the company’s Impact 360 Workforce
Optimization™ suite, Verint Enterprise Workforce Management
provides a single view into all employees, their respective skills
and availability to handle workload. The solution, which became
generally available in the first half of the year, helps deliver a
more consistent and personalized customer service experience.
Additional benefits include increased responsiveness to sales
opportunities, improved employee engagement and retention, and
reduced IT and administration costs from a single technology
environment and single team of workforce administrators.
“Coast Capital Savings will be implementing the newest version
of Verint’s workforce management software in our contact center in
Q4 of this year,” says Mahesh Pillay, contact center director,
Coast Capital Savings. “As an existing user of Verint’s recording
software, the additional investment in the company’s enterprise
workforce management solution is the next step for us to optimize
contact center service levels. With the new web-enabled solution,
we’re focused on enhancing efficiencies and reducing costs as we
continue to work towards improving both customer and employee
satisfaction.”
Tightly Integrated, Singular Enterprise WFM Solution
Through unique, new capabilities, Verint Enterprise Workforce
Management eliminates the need for a thick or rich client. The
web-enabled solution delivers total cost of ownership (TCO) and
cost-saving benefits to business users and IT organizations
that:
- Provide all functionality required by
all users via a browser
- Save time, allowing multiple browser
tabs to be open for quick toggling between different frequently
used application screens
- Reduce training time by unifying the
core forecasting and scheduling “power” features into the common
web interface used across all Impact 360 Workforce Optimization
applications
- Feature an enhanced user interface with
dynamic drop-down menus for quick access to categorized
functions
- Eliminate cost and performance issues
associated with terminal services, and reduce hardware
requirements
- Simplify deployment and IT maintenance
with no need to install and push “hot fixes” or service packs to
the thick clients
- Offer multi-tenant capabilities,
enabling partners to efficiently deliver a cloud-based SaaS WFM
solution
This powerful combination of web enablement and associated
solution enhancements provides contact center, branch and
back-office operations management and staff with a tightly
integrated, singular enterprise WFM solution that features such
advanced functionality as:
- Data Capture and Work Item
Tracking—capturing workload information, like volume by time
interval and individual employee productivity, from such existing
sources as ERP and CRM systems, reducing the risk and penalties
associated with missing service level agreements (SLAs)
- Strategic
Planning/Modeling—modeling the customer service delivery chain,
along with average cycle time, skills, proficiencies, cost and
availability of resources throughout the enterprise; maximizing the
solution’s robust simulation engine that calculates headcount
requirements and service level projections based on existing staff;
and leveraging intelligence to create optimized hiring plans
- Resource Utilization—providing
tools that enable users to create work-demand forecasts for any
unit within the organization, and make adjustments on an as-needed
basis, using resources from across departments to deliver better
customer experiences
- Intra-Day Management—offering
visibility and tracking of individual work and employee performance
enterprise-wide
- Operational and Performance
Analytics—providing organization and employee scorecards that
reflect work groups, sites, departments, virtual units and teams
stand-alone or on a roll-up, broad-level basis for a complete view
of operational performance, excellence and areas for
improvement
- Desktop and Process
Analytics—enabling insight into application usage and actual
navigation paths that employees follow to identify efficiencies,
compliance, bottlenecks and/or process flaws, and areas to advance
resource proficiencies and training
- Employee Portal—providing
employees with a view into current schedules and personal
scorecards, along with access to shift swap boards and more,
keeping them informed, involved and more amenable to WFM best
practices and changes
- Employee Development and
Engagement—delivering tools to advance learning, skill
advancement, and the application of proficiencies gained
Greater Visibility Into Workloads and Processes
“Verint Enterprise Workforce Management provides organizations
of all sizes with unprecedented visibility into and control over
the work itself, the people performing the work and the processes
employed to accomplish it,” shares Oren Stern, vice president,
workforce management, Verint. To further advance access to and
intelligence from these critical resources and functions, the
Verint solution now also includes:
- More accurate insight into actual
production standards across the enterprise
- Greater labor deployment efficiencies;
and a reduced need for overtime
- Avoidance of compliance
issues/penalties; and better risk management
- Identification of process breakdowns;
and focused supplemental training
- Visibility into workflows to identify
assignment errors and other needed adjustments
- Powerful new insight and a broad-scale
view into people, departments, processes, workload and SLAs
Taking a view of the WFO and WFM markets at large, Ovum reports
that, “Workforce optimization technologies (WOTs) are being applied
throughout the enterprise in order to drive efficiency and improve
customer service.”1 According to the industry research firm,
“Enterprises should standardize their scheduling tools across the
organization so that they have greater flexibility over sharing
workloads.”2 It notes that “Customer queries would be answered
faster, improving satisfaction, and staff would also benefit—agents
would face less pressure and store or branch staff would be more
engaged and productive during quiet periods.”3
According to technology research firm Pelorus Associates, the
combination of Verint and GMT creates the clear enterprise WFM
momentum leader for scheduling and forecasting software for retail,
banking and enterprise back-office operations. Says Principal
Analyst Dick Bucci, “Combined with its prior acquisitions, Verint
now has the technology, customer relationships, strategic
alliances, consulting skills and distribution network needed to
achieve its strategic goals in both the contact center and
enterprise markets. Verint’s strength in operational intelligence
combined with GMT’s newer technology optimization solutions,
customers can expect more WFM and WFO innovation in the
future.”
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, 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.
1, 2, 3 Ovum, “Demand for efficiency drives WFM adoption in
stores and branch banks,” October 5, 2010
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 July 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, VOVICI, 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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