Verint® Systems, Inc. today announced that partner TwoPro will resell, service and support its workforce optimization (WFO) software, including the Impact 360® for Back-Office Operations™ solution.
Adding the proven software from Verint Witness Actionable Solutions® to its strategic portfolio of offerings, TwoPro will make the back-office WFO technology—comprised of volume and data capture, capacity modeling, forecasting and scheduling, strategic planning, application analysis, desktop and process analytics, eLearning, performance management and scorecard capabilities—even more widely available in the Spanish market. In doing so, it can help organizations gain greater visibility into back-office functions that help shape the customer experience, while also providing deep insight into systems use, business processes effectiveness, and other efficiencies like the schedule adherence of staff and other customer service operations employees.
This agreement, which commenced in January 2011, follows continued momentum in the local market to transform back-office operations into a strategic business asset. For companies around the globe, optimizing the performance of back-office functions is an important, yet complex objective that can have a significant impact on customer loyalty and business profitability. Back-office processing issues, such as data entry errors, billing mistakes and workflow delays, can often have a negative impact on operating costs and serve as the underlying cause of call volume spikes in the contact center, commentary on social media channels and ultimately customer dissatisfaction.
These challenges are further complicated by data privacy regulations. The need to manage liability, costs and efficiency is making it necessary for many organizations to retrieve specific customer interactions quickly—while also gaining insight into non-phone activities, such as file management, correspondence, and order processing. With the desktop and process analytics capabilities from Verint, TwoPro can provide organizations in Spain with the ability to capture employee desktop activity across different systems, applications and processes. The end result is often seen in improved efficiency, reduced costs and an enhanced customer experience. The solution also can provide them with the ability to respond to critical compliance and data security requirements, such as those with the Payment Card Industry Data Security Standard (PCI DSS).
“Back-office workforce optimization helps organizations better maximize their resources, while engaging in effective planning to help ensure positive customer experiences, and ultimately build stronger, longer-lasting relationships,” says David Parcell, managing director EMEA, Verint Systems. “The TwoPro mission is to help companies streamline their business processes. Its commitment to delivering advanced consulting services and solutions that help companies achieve measurable return on investment in Spain make it a well-suited partner for helping customers improve performance and efficiency in a challenging market.”
“TwoPro will provide critical back-office consulting expertise, making sure the solution is well suited to customers’ requirements and service targets—while improving operational efficiencies”, adds David Sánchez de Miguel, managing partner, TwoPro. “We are very pleased to become a reseller of Impact 360 from Verint. The company has a thorough understanding of the challenges and opportunities faced by organizations in both the front and back office. Our objective is to help customers improve the effectiveness to help maximize their success.”
TwoPro (twopro.es), part of Spanish Consultancy L2Group, is a company specialized in driving back-office business process transformation combining technology and best practical solutions. TwoPro has a deep and wide industry expertise in Insurance, Banking, Financial Services and Automotive industries, and is helping its clients to operate back-office operations as high-performance businesses, wringing out inefficiencies and providing the most strategically valuable benefits to their companies.
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 (including speech analytics, text analytics and customer feedback surveys), 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 April 30, 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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