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Industry Leaders Showcase Best Practices for Optimizing the Customer Experience - Verint Witness Actionable Solutions’ customer advisory council welcomes new members; furthers focus on workforce optimization and customer centricity
Industry Leaders Showcase Best Practices for Optimizing the Customer Experience


NewswireToday - /newswire/ - Melville, NY, United States, 2010/04/06 - Verint Witness Actionable Solutions’ customer advisory council welcomes new members; furthers focus on workforce optimization and customer centricity. NASDAQ: VRNT

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Verint® Systems, Inc. today announced the member organizations that comprise its Verint® Witness Actionable Solutions® Customer Advisory Council for 2010.

With representation from more than 25 global companies that span diverse vertical markets—including automotive, aerospace, business solutions, cable/Internet and telecommunications, financial services (including banking and insurance), healthcare, travel and leisure, technology and utilities—the council meets regularly, focusing on industry best practices around such topics as first contact resolution and root cause analysis, as well as growing market trends like those that involve knowledge workers and remote agents as part of the broader customer service workforce.

Council members and their broader organizations use Verint’s next-generation Impact 360® workforce optimization (WFO) software and services as an integral part of their business operations. Those that serve on the council work in a variety of contact center and operational customer service roles focused on customer support strategy, emerging technologies, and business and workforce planning; contact center operations; customer relationship and satisfaction; and quality assurance, workforce management and data modeling.
Members include AAA Washington, Aetna, Avista, Bank of Montreal, Barclaycard, Blue Cross Blue Shield of North Carolina, Duke Energy, Holland America Line, Knology, Midwest Contact Center–A Navitor Company, New York Life, SCANA Energy, Siemens, Toyota and VSP.

As advocates for and liaisons with Verint customers, the Customer Advisory Council also helps define Verint’s vision for the customer-centric enterprise and serves as a direct interface representing the Verint Witness Actionable Solutions customer base. In doing so, the members collaborate and share experiences with each other and with Verint. For example, the council was instrumental in shaping the Intelligence in Action™ global marketing campaign. Customer experiences, white papers, and case studies showcasing Intelligence in Action are available at

Additionally, the council plays a key role in planning and hosting Verint’s annual Driving Innovation™ global customer conference, determining conference themes and session topics designed to benefit attendees.

Serving as president of Verint’s 2010 Customer Advisory Council is Gian Brackin, assistant vice president, New York Life. With 13 years of experience in the industry, Brackin has been a key driver for the rollout of contact center technology at New York Life and serves as a leading resource for the company’s implementation and management of scheduling, call recording and routing. The core implementations and changes that she has supported over the years have directly impacted New York Life’s ability to achieve critical success factors around such key areas as service delivery, the customer experience and cost efficiencies.

“It’s assuring to know that Verint continues to invest time and resources in having and growing a customer council devoted to those who use its technology as integral parts of their business operations,” says Brackin. Of her role and interaction with fellow users and council members she adds, “The council’s structure has enabled a fantastic forum in which the Verint user community can network, share best practices and learn from one another, as well as support even more collaborative relationships and information exchanges between Verint and its customers. Collectively, we’re also able to continue to provide the first-hand feedback the company seeks on its software and services, evolving market needs and ideas for future enhancements.”

“We feel strongly that the most valuable insight a company can receive comes directly from its customers. As we continue to address the industry’s most challenging issues through technology innovation and workforce optimization, insights and experiences from our customers are key as we continue to evolve our WFO portfolio,” explains Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions. “This group represents some of the most innovative and experienced executives, customer service, quality and workforce planning professionals in the market, and we’re delighted to welcome them as trusted advisors and members of our customer council.”

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, 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 80 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.

This press release contains "forward-looking statements" within the meaning of the Private Securities Litigation Reform Act of 1995, 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 comprehensive Annual Report on Form 10-K for the years ended January 31, 2006, 2007, and 2008. 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.


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Industry Leaders Showcase Best Practices for Optimizing the Customer Experience

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