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. (verint.com) 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.”
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.