Managed Care Health Plan Implementing Verint Workforce Management Solution for Back-Office and Contact Center Operations
Extended Investment in Verint Impact 360 Software to Help Heighten the Patient Experience, and Drive Performance Through Enhanced Workflow and Advanced Staffing Models
MELVILLE, N.Y., April 16, 2014 — Verint® Systems Inc. (NASDAQ: VRNT) today announced that a managed care health plan provider is implementing its Impact 360® Workforce Management™ (WFM) in a number of its back-office and contact center operations. The software—which includes advanced solutions for staff forecasting and scheduling, scorecards and strategic desktop and process analytics—will help the organization plan, forecast demand and build more accurate staffing models to effectively manage resources and workflow, reduce costs and increase productivity. As an existing Verint customer, these capabilities will serve as a complement to the organization’s current use of Impact 360 Workforce Optimization™ in its contact centers.
The managed care health plan provider looked to Verint to help address its need for more in-depth insight and reporting capabilities to support its growing back-office operations departments. While the provider had internal resources pulling reports on key performance metrics, volume forecasts and projected staffing needs, an automated Actionable Intelligence® solution was what it sought to take its nurse case management, service operations, claims processing and customer experience to the next level.
With automated scheduling based on service levels, the health plan provider will be able to align resources to work types, helping ensure it has the most appropriately-skilled staff available to meet workload requirements, patient needs and broader business objectives. This is especially critical in its case management function, where highly skilled nurses are managing patient care. Putting Verint’s workforce management suite to work in contact center and back-office operations helps decrease errors, identify trends and allows an opportunity for the organization to implement process changes—which can enhance and drive operational efficiencies.
As part of its deployment, the organization also is implementing Verint’s desktop and process analytics capabilities, which provide real-time visibility into employee desktop activities across different systems, applications and processes. With this functionality, it can measure productivity, proficiency and process adherence, and gauge system and application use and effectiveness.
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 Inc.
Verint® (NASDAQ: VRNT) is a global leader in Actionable Intelligence® solutions. Actionable Intelligence is a necessity in a dynamic world of massive information growth because it empowers organizations with crucial insights and enables decision makers to anticipate, respond and take action. Verint Actionable Intelligence solutions help organizations address three important challenges: customer engagement optimization; security intelligence; and fraud, risk, and compliance. Today, more than 10,000 organizations in over 180 countries, including over 80 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place. 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, 2014 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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 Verint solution purchased in April 2013.