More Customers Worldwide Deploying Verint Analytics-Driven Recording and Quality Monitoring Solutions
Industry Analysts Cite Verint as Market Leader and Innovator in QM and Compliance Recording, Key Components of Customer-Centric Workforce Optimization
MELVILLE, N.Y., March 25, 2013 — Verint® Systems Inc. (NASDAQ: VRNT) today announced that industry analysts have published new research reaffirming the company’s continued worldwide market leadership in recording solutions for contact centers, a critical anchor solution for any organization’s customer-centric workforce optimization (WFO) strategy. Organizations looking to enhance and strengthen their compliance posture by identifying and analyzing customer complaints can leverage Verint’s suite of solutions that enables the analysis of all recorded customer interactions.
According to newly released market research from Pelorus Associates, Verint is the leader in contact center software and services worldwide. DMG Consulting LLC also has published new research on quality monitoring (QM) and recording that points to Verint as the global leader in voice recording. Verint has long been recognized as a leader and innovator in recording and QM applications. In fact, the company holds over 300 patents and applications worldwide in this area, and thousands of customers around the world use its patented recording capabilities for quality and compliance.
By leveraging Verint’s recording, WFO and Voice of the Customer Analytics™ solutions, organizations can proactively monitor and analyze customer requirements, complaints and feedback. With the premise that regulated institutions are incorporating the analysis of consumer complaint data into their compliance management programs, Verint ‘s solutions help capture data across channels, including phone calls, emails, social media and other online communications channels.
Verint’s Voice of the Customer Analytics, which includes speech and text analytics solutions, can provide organizations with early warning signs and pinpoint specific interactions for:
- Emotions and sentiment to capture strong negative (and positive) attitudes stemming from consumer comments
- Terms that may be trending, including those associated with unfavorable experiences
- Complaints by using speech analytics to automatically send alerts and categorize calls for appropriate action, such as evaluation and remediation
- Personalized Guidance opportunities by establishing categories that include scripted agent responses to popular and complex issues and other topics
According to Pelorus, “Compliance requirements and liability concerns may well be, after technology change, the most powerful driver of new purchases from contact centers that had not previously invested in automated recording technology.” The Pelorus research goes on to state that “Compliance is one of the two most important drivers behind enterprise purchases of interaction recording solutions.”
The Pelorus research also reinforces that the laws and rules with compliance are ever-changing. For example, the United Kingdom requires those engaging in regulated communications record not only fixed line calls, but also calls made from mobile phones. And, “the United States specifies numerous disclosure requirements for financial services businesses. Three large credit card companies have already been assessed fines and penalties over $500 million for violations that occurred in their contact centers… Busy contact center directors can’t keep up with this.”
Verint can help organizations with these compliance challenges by playing back recorded interactions (including screens), reviewing desktop analytics, and even playing back recorded video from ATMs, bank branches and retail stores. Organizations around the globe rely on Verint recording solutions for full-time and compliance recording. Verint offers recording solutions for contact centers and trading rooms of all sizes, whether they use traditional time-division multiplex (TDM) recording, Internet Protocol (IP) recording or both. Its solutions help organizations address compliance, sales verification and dispute resolution challenges.
Says Dick Bucci, principal, Pelorus Associates, “Verint has long been a leader in driving recording and other WFO applications to improve the speed and accuracy of certain back-office work processes.”
Helping resolve another increasingly common challenge, Verint PCI (Payment Card Industry) and Recording Encryption solutions are designed to help contact centers, trading rooms, payment processing operations and other organizations achieve compliance with the PCI Data Security Standard.
About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ help organizations of all sizes capture and analyze customer interactions, sentiments and trends across multiple channels, improve performance and optimize the customer experience. The solution portfolio includes the Impact 360® Workforce Optimization™ suite and Voice of the Customer software, which serve as strategic enterprise assets for increasing customer satisfaction and loyalty, enhancing products and services, reducing operating costs and driving revenue.
About Verint Systems
Verint® (NASDAQ: VRNT) is the global leader in Actionable Intelligence® solutions and value-added services. Its extensive portfolio of Enterprise Intelligence Solutions™ and Security Intelligence Solutions™ helps worldwide organizations Make Big Data Actionable™ through the ability to capture, analyze and act on large volumes of rich, complex and often underused information sources—such as voice, video and unstructured text. Today, more than 10,000 organizations in 150 countries, including over 80 percent of the Fortune 100, count on Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in NY, Verint has offices worldwide and an extensive global partner network. Learn more at 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 fiscal year ended January 31, 2012 and our Quarterly Report on Form 10-Q for the quarter ended October 31, 2012 and other filings we make with the SEC. 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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