Verint Systems Poll Confirms Customer Service Is Key Differentiator

Consumers Overwhelmingly Prefer Companies with Good Customer Service Over Those with the Hottest, Most Innovative Product Offerings 7-to-1, Confirming Verints View of the Customer-Centric Enterprise

MELVILLE, N.Y.--()--Verint Systems Inc., a leading provider of analytic software-based solutions for workforce-enterprise optimization and security, today announced the findings of a recent customer service survey conducted by Harris Interactive® on behalf of Verint Systems. Results confirmed that consumers overwhelmingly prefer good customer service over the hottest, most innovative product offerings and that most consumers tell others about their customer experiences, bad or good.

The results revealed that of those surveyed:

  • 88 percent reported they find a company with good customer service more enticing than one with the hottest, most innovative product offerings. Only 12 percent preferred a company with the hot, innovative product.
  • 90 percent report that, on average, they tell at least one person about a bad customer service experience, and 85 percent tell multiple people.
  • 88 percent of customers tell at least one person and 81 percent tell multiple people about a good customer service experience.

These survey results underscore the need for todays businesses to more effectively manage customer relationships and place the customer at the center of the overall business process, shifting away from the traditional product-centric approach, says Michael Lowenstein, vice president of customer loyalty management at Harris Interactive. The consumers voice is loud and clear; in an increasingly competitive market, the overall customer experience is the key differentiator in driving brand loyalty. Companies need to understand customer needs and make them priorities in order to consistently meet and exceed expectations.

Recognizing the need to deliver a superior customer experience, todays forward-thinking organizations are investing in customer-centric management strategies and solutions, which enable them to enhance business processes to more effectively address customers wants and needs, adds Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions. The results of this survey clearly demonstrate the need for actionable intelligence generated across traditional customer interaction points including contact centers, branches and back-office operations as highly critical for consumer-facing businesses.

Methodology

This survey was conducted online within the United States by Harris Interactive on behalf of Verint Systems between May 29 and 31, 2007 among 2,333 adults (aged 18 and over). The full survey methodology is available upon request.

About Harris Interactive

Harris Interactive is the 12th largest and fastest-growing market research firm in the world. The company provides innovative research, insights and strategic advice to help its clients make more confident decisions which lead to measurable and enduring improvements in performance. Harris Interactive is widely known for The Harris Poll, one of the longest running, independent opinion polls and for pioneering online market research methods. The company has built what it believes to be the worlds largest panel of survey respondents, the Harris Poll Online. Harris Interactive serves clients worldwide through its United States, Europe and Asia offices, its wholly-owned subsidiaries Novatris in France and MediaTransfer AG in Germany, and through a global network of independent market research firms. More information about Harris Interactive may be obtained at www.harrisinteractive.com.

About Verint Witness Actionable Solutions

Verint Witness Actionable Solutions was formed as a result of the companys successful combination with workforce optimization provider, Witness Systems. Verint Witness Actionable Solutions enables organizations to capture and analyze customer interactions, improve workforce performance and optimize service processes in contact center, branch and back-office operations. With the industrys broadest portfolio of innovative solutions for customer service analytics, workforce optimization, quality monitoring/full-time recording, workforce management, eLearning, performance management and customer surveys, Witness Actionable Solutions helps companies uncover business trends, discover the root cause of employee and customer behavior, and power the right decisions to ensure service excellence and achieve continuous performance improvement across every aspect of customer operations.

About Verint Systems Inc.

Verint Systems Inc. (VRNT.PK), headquartered in Melville, New York, is a leading provider of analytic software-based solutions for workforce-enterprise optimization and security. Verint software, which is used by over 5,000 organizations in over 100 countries worldwide, generates actionable intelligence through the collection, retention and analysis of voice, fax, video, email, Internet and data transmissions from multiple communications networks. Visit us at our website www.verint.com.

Cautionary Note Regarding Forward-looking Statements: Certain statements and information in this release that involve expectations, plans, intentions or strategies regarding the future are forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. They are often identified by words such as will, anticipates, expects, intends, plans, believes, estimates and similar expressions and statements about present trends and conditions that may extend into the future. These statements are not facts and are based upon information available to the Company as of the date of this release. The Company assumes no obligation to revise or update any such forward-looking statement except as otherwise required by law. Forward-looking statements believed true when made may ultimately prove to be incorrect. These statements are not guarantees of future performance and are subject to risks, uncertainties and other factors, some of which are beyond our control and may cause actual results to differ materially from our current expectations. Some of the factors that could cause actual future results or conditions to differ materially from current expectations include introducing quality products on a timely basis that satisfy customer requirements and achieve market acceptance; risk that Verints recent merger with Witness Systems disrupts current plans and operations and the potential difficulties in employee retention as a result of the merger; the ability to recognize the expected benefits of the merger; the impact of the substantial indebtedness incurred to finance the consummation of the merger; risks relating to current and potential future litigation or regulatory inquiries or actions inherited in connection with the merger, including with respect to Witness option grants and alleged patent infringement; the impact on Verints financial results of the Comverse Special Committees review of matters relating to grants of Comverse stock options and other non-options related accounting matters; the impact on Verints financial results, if any, arising from Verints internal review of certain accounting matters; the impact of governmental inquiries arising out of or related to option grants and practices and/or other accounting areas under investigation by Comverse and Verint and the risk of regulatory action or private litigation relating to the same; the effect of Verints failure to timely file all required reports under the Securities Exchange Act of 1934; Verints ability to have its common stock relisted on The NASDAQ Global Market; lengthy and variable sales cycles create difficulty in forecasting the timing of revenue; integrating the business and personnel of Verints other acquisitions, including implementation of adequate internal controls; risks associated with significant foreign operations, including fluctuations in foreign currency exchange rates; aggressive competition in all of Verints markets, which creates pricing pressure; managing our expansion in the Asia Pacific region; risks that Verints intellectual property rights may not be adequate to protect its business or that others may claim that Verint or its subsidiaries infringe upon their intellectual property rights; risks associated with Verints ability to retain existing personnel and recruit and retain qualified personnel in all geographies in which Verint operates; decline in information technology spending; changes in the demand for Verints products; challenges in increasing gross margins; risks associated with changes in the competitive or regulatory environment in which Verint operates; dependence on government contracts; expected increase in Verints effective tax rate; risk that Verint improperly handles sensitive or confidential information or risk of misperception of such mishandling; inability to maintain relationships with value added resellers and systems integrators; difficulty of improving Verints infrastructure to support growth; risks associated with Comverse Technology, Inc. controlling Verints business and affairs; and other risks described in filings with the Securities and Exchange Commission, including our Current Report on Form 8-K filed June 11, 2007. All documents are available through the SECs Electronic Data Gathering Analysis and Retrieval system (EDGAR) at www.sec.gov or from Verints website at www.verint.com.

VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING ACTIONABLE INTELLIGENCE, STAR-GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT 360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY, CONTACTSTORE, EYRETEL, BLUE PUMPKIN SOFTWARE, BLUE PUMPKIN, the BLUE PUMPKIN logo, EXAMETRIC and the EXAMETRIC logo, CLICK2STAFF, DEMOS, DEMOS SOLUTIONS,STAFFSMART, AMAE SOFTWARE and the AMAE logo are trademarks and registered trademarks of Verint Systems Inc. Other trademarks mentioned are the property of their respective owners.

Contacts

Industry Information
Merritt Group
Jayson Schkloven, 703-390-1529
schkloven@merrittgrp.com
or
Investor Relations
Verint Systems Inc.
Alan Roden, 631-962-9304
alan.roden@verint.com

Contacts

Industry Information
Merritt Group
Jayson Schkloven, 703-390-1529
schkloven@merrittgrp.com
or
Investor Relations
Verint Systems Inc.
Alan Roden, 631-962-9304
alan.roden@verint.com