SALT LAKE CITY--(BUSINESS WIRE)--inContact (NASDAQ:SAAS), the market leader in on-demand call center software and call center agent optimization tools, announced today that it is partnering with Verint® Systems Inc. (NASDAQ:VRNT), a leading provider of actionable intelligence solutions and services for enterprise workforce optimization and security intelligence. inContact will convert Verint’s workforce management (WFM) solution to their platform and deliver it via the cloud to contact centers of all sizes.
Verint Witness Actionable Solutions®, part of Verint Systems Inc., is a global leader in workforce optimization—including workforce management—solutions in the contact center market, extending through to branch/remote office and back-office operations environments.
Powered by Verint, the new inContact cloud-based workforce management solution is designed to simplify and automate staffing in today’s customer service operations. inContact WFM helps optimize agent-handled contacts, reduce the risk of missed service level goals, minimize costs through the efficient use of overtime and by reducing overstaffing, manage schedule adherence, and help ensure the best possible use of agent resources. The solution also provides employees with scheduling preferences and automated time-off management, shift swapping and shift bidding capabilities. Now offered in a cloud-based model, the inContact-Verint WFM solution will be integrated with the complete inContact portfolio of products, and will help contact center customers achieve more cost efficient and productive operations.
“inContact has emerged as a market leader and ideal choice for us to partner with in the cloud market. We’re very pleased to be working together to reach a new market with our WFM solution, and open new opportunities for both of our organizations,” said John Bourne, senior Vice President, Global Channels and Alliances, Verint Witness Actionable Solutions.
“Contact centers of all sizes can benefit from automated WFM solutions,” added Jim Tanner, inContact Executive Vice President of Product and Strategy. “We are very excited to partner with Verint to offer a leading WFM solution to the market with all the benefits of the cloud – rapid deployment, low IT burden, flexibility and a pay-as-you-go model. We believe that this new offering will help us to enhance the penetration of our entire solution portfolio.”
The partnership between inContact and Verint comes at a perfect time to embrace the growing WFM market. According to industry analyst firm Gartner, Inc. “WFM is ideally suited to Software-as-a-Service (SaaS) and adoption in this area is growing steadily.”1 In fact, research from analyst firm Frost & Sullivan shows that 45% of North American contact centers are not using automated WFM solutions, and that percentage increases in contact centers with fewer than 100 seats, where 54% of centers are not yet using it.2
Concluded Tanner, “The new inContact WFM solution, powered by Verint and delivered via the cloud, will make this technology more widely attainable, enabling our customers to optimize their workforce to deliver a compelling and differentiated service experience. We look forward to the debut of the solution at our upcoming inContact User Conference in September.”
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. Verint is listed on the NASDAQ Stock Market under the symbol “VRNT.” Visit us at our website www.verint.com.
inContact (NASDAQ:SAAS) helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company’s services and solutions enable call centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.inContact.com.
1 Gartner, Contact Center Workforce Management Trends, September 21, 2009
2 Frost & Sullivan, North American Agent Performance Optimization Markets, June 30, 2010
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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 Annual Report on Form 10-K for the year ended January 31, 2010. 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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