Leading U.S. Prescription Home Delivery Service to Implement Impact 360 for Back-Office Operations Solution from Verint
November 17 2011 - 8:30AM
Business Wire
Verint® Systems Inc. (NASDAQ: VRNT) today
announced that a leading home prescription delivery service in the
U.S. will implement its Impact 360® for Back-Office Operations™
solution. The organization will deploy the workforce optimization
software to enhance the efficiency and cost-effectiveness of its
back-office operations by tracking service levels throughout the
day and more closely aligning its staffing with capacity
requirements.
As a division within a leading healthcare company, the
prescription delivery service is available to the company’s several
million members. The delivery service’s focus on ensuring the
quality, accuracy, safety, convenience and value of its offerings
had led to overstaffing in its back office, resulting in increased
overtime costs. The service was further challenged with the need to
integrate data from a new prescription management system being
implemented at its parent company, a longtime user of Verint’s
contact center quality monitoring solution.
Part of Verint’s unified Impact 360 software suite, Impact 360
for Back-Office Operations helps automate and simplify many
activities in the back office, while providing visibility into —
and data about — operations processes, staffing and activities.
Initially attracted by Impact 360’s workload forecasting and staff
scheduling capabilities, the prescription delivery service
organization invested in the solution in April and now plans to
leverage its strategic planning, performance management scorecards,
and desktop and process analytics functions. It also intends to use
Impact 360 to capture data from existing and new back-office
systems to create a comprehensive capacity model and perform
service-level tracking for approximately 1,000 employees. Managers
can use Impact 360’s advanced desktop analytics functionality to
observe patterns in workflow and employee computer usage, manage
adherence to schedules, and identify and rectify activities that
adversely impact service levels and handle times.
“We’re pleased to extend our relationship with an existing
customer by providing solutions to its prescription home delivery
service,” says Steve Weller, senior vice president, Americas,
Verint Witness Actionable Solutions. “Impact 360 offers valuable
insight to make back-office processes more streamlined and
economical, while also helping the organization maintain its high
standards of customer service.”
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.
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, GMT, 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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