Software to Support Ventura with PCI Compliance, Furthering Commitment to Customer Privacy and Data Protection
Verint® Systems, Inc. today announced that Ventura, one of the UK’s largest customer management outsourcing companies, is implementing Impact 360® Quality Monitoring™ and Impact 360 Desktop and Process Analytics™ from Verint Witness Actionable Solutions®. Ventura offers a broad range of outsourced services to blue-chip clients, and will use the Verint solutions to enhance workflow and customer service operations activities on some 3,300 agent desktops within its seven contact centers across the UK and in India.
The new intelligence derived from Impact 360 Desktop and Process Analytics will enable Ventura to better understand factors leading to non-productive employee time, and help refine its processes for optimal efficiency and bottom-line profitability. The solution also will allow the organization to track and gauge desktop activities and workflow effectiveness in order to improve back-office productivity and process adherence. Verint’s Impact 360 solutions capture transactions and data across a range of business systems and communications channels, and can play a key role in identifying bottlenecks and inefficient processes. The ability to continually identify and address areas for improvement will provide Ventura with an important differentiator as it competes for major outsourcing contracts, as well as extending its operations into the business process optimization arena.
Commenting on the company’s latest investment in Verint solutions is Alan Linter, Ventura’s IT and shared services director,“Ventura already operates efficiently in terms of resource planning across front-office operations, and we were keen to find ways to extend the same approach to increase our back-office productivity, improve resource utilization and help reduce our back-office costs. Working with Verint, we quickly appreciated the benefits that the Impact 360 solutions could bring.”
Adds Linter,“Impact 360 Desktop and Process Analytics can provide real insight into understanding employee non-productive time. As leading outsourcers, it’s particularly important that we identify any bottlenecks and inefficient processes. We expect the Verint solution will have a significant impact on our back-office productivity.”
Additionally, the outsourcer is implementing 3,300 agent seats of Impact 360 Quality Monitoring, which includes capabilities that will support its focus on PCI compliance and customer data protection. Ventura’s new desktop and process analytics for the back office will integrate fully with the Verint QM solution, providing the outsourcer seamless integration between the workforce optimization solutions, which also includes performance management scorecard and eLearning capabilities.
“We’re delighted that Ventura will be experiencing the value that our unified workforce optimization solutions deliver, including one of the latest innovations in desktop and process analytics, which captures employee desktop activity across different systems, applications and processes to enhance compliance and data privacy restrictions,” says David Parcell, managing director EMEA for Verint Systems.
“In most major organizations, back-office efficiency and accuracy can have a major impact on both the cost and quality of customer service, and that’s particularly true for outsourcers who work with a broad range of clients across vertical markets,” adds Parcell. “The Impact 360 solutions can help ensure Ventura complies with its back-office processes, and reaps the benefits of enabling technology that provides a strong differentiator in the increasingly competitive outsourcing marketplace.”
Ventura (ventura-uk.com) is one of the UK’s largest customer management outsourcing companies. The company manages over 80 million customer contacts each year for 28 clients from the private and public sector through its contact centers. Ventura has been established for more than 40 years, and is one of the UK’s largest business process outsourcers. Owned by Next Group PLC, Ventura offers a range of outsourced services to blue-chip clients from locations both in the UK and India. The company has a staff of 8,000 and operates from seven state-of-the-art locations.
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, text 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. (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. 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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