ING Australia Implementing Enterprise Workforce Optimization Suite from Verint Witness Actionable Solutions

ING Australia Implementing Enterprise Workforce Optimization Suite from Verint Witness Actionable Solutions

Global Financial Services Company Deploying Next-Generation Impact 360 Software for Continuous Improvement Across Contact Center and Back-Office Operations

MELVILLE, N.Y.--(BUSINESS WIRE)-- Verint^® Systems Inc. today announced that ING Australia Limited, one of Australia’s largest financial services providers, is deploying the next-generation Impact 360^® Workforce Optimization suite from Verint^® Witness Actionable Solutions^®. As part of a large-scale project to consolidate the company’s leadership and competitive positioning, the organization implemented the unified, analytics-driven software—which includes quality monitoring/recording, workforce management, speech analytics, data analytics, customer feedback surveys, performance management scorecards and eLearning—across its contact center operations earlier this year, and is now in the process of deploying the technology across its back-office operations.

ING Australia is ranked among the highest in customer service across its industry and continually seeks ways to grow this status. After undergoing an extensive business process improvement initiative involving both its contact centers and back-office departments, the company became focused on ways to further advance operational efficiencies, manage costs and enhance customer service quality. Impact 360 Workforce Optimization was selected to help advance the company’s objectives in these key areas.

“We invested in the Impact 360 suite because it provides the full scope of workforce optimization tools for both the contact center and back office on a single platform,” says Fred Bertram, chief operating officer, ING Australia. “Leveraging Impact 360 in both of these key areas of our business, which directly and indirectly impact the customer experience, is helping us maintain our leadership in customer service while managing cost and optimizing the way in which we conduct business.”

ING Australia is leveraging the software to further its commitment to the delivery of high-caliber service drawing from Impact 360’s monitoring, workforce management, analytics, scorecard and eLearning capabilities. The solutions are helping the organization capture and take action on business intelligence, including the ability to gauge process effectiveness, uncover trends and opportunities, identify the root causes driving call volumes, and provide an ongoing focus on staff development, knowledge and skill acquisition.

“Back-office operations are process-intensive areas in which the completion of one step hinges upon the completion of another. In this environment, forecasting workflow and scheduling employees can play a key role in an organization’s ability to meet deadlines,” explains Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions. “We’re pleased an industry leader such as ING Australia is reaping the benefits from deployment of Impact 360 in its contact center and back-office operations to provide an automated, streamlined forecasting and scheduling solution that can help increase throughput with fewer resources and less cost.”

In addition to Impact 360’s strengths in capacity management, forecasting and scheduling, and automating what had been manual planning processes, ING Australia will benefit from the software’s ability to monitor and assess service level achievements (SLAs) and resource needs at any time during the day. This is moving the company from an end-of-day/next-day assessment and adjustment capacity model to meet service levels, to an automated, intra-day management capability.

“Workforce optimization enables the systems involved in critical contact center, back-office and enterprise functions to share information, work together, and ultimately deliver a better, more cost-effective customer experience,” adds Zwicka Ben Zion, managing director, Verint Systems, Australia and New Zealand. “ING Australia provides an excellent example of how a leader in its market can continue to improve and set the bar by embracing a customer-centric approach and unified workforce optimization strategy to drive its business growth.”

About ING Australia

ING Australia Limited (ING Australia) is one of Australia’s leading fund managers, life insurers, and superannuation providers. ING Australia provides a broad range of financial products and services through an extensive network of professional financial advisers and financial institutions including its own financial advice groups. At ING Australia we value and appreciate our people, our customers, the environment and the society we live and operate in. We are committed to acting ethically to meet our social and environmental responsibilities.

About Verint Witness Actionable Solutions

Verint^® Witness Actionable Solutions^® is the leader in analytics-driven workforce optimization software and services. Its solutions are designed to help organizations 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, speech and data analytics, customer feedback surveys, 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. (VRNT.PK), headquartered in Melville, New York, is a leading provider of Actionable Intelligence^® solutions for an optimized enterprise and a safer world. Today, more than 10,000 organizations in over 150 countries rely on Verint solutions to perform more effectively, build competitive advantage and enhance the security of people, facilities and infrastructure. Visit us at our website www.verint.com.

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 the Company's Current Report on Form 8-K filed with the Securities and Exchange Commission on September 10, 2007, as supplemented by our Current Reports on Form 8-K filed on November 5, 2007, January 16, 2008, and April 9, 2008 and the Form NT-10Q filed on September 9, 2009. 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.

VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING ACTIONABLE INTELLIGENCE, WITNESS ACTIONABLE SOLUTIONS, STAR-GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA, EDGEVR, 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, STAFFSMART, AMAE SOFTWARE and the AMAE logo are trademarks and registered trademarks of Verint Systems Inc.

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Source: Verint Systems Inc.

Copyright Business Wire 2009 Global Financial Services Company Deploying Next-Generation Impact 360 Software for Continuous Improvement Across Contact Center and Back-Office Operations. Verint Systems Inc. today announced that ING Australia Limited, one of Australia's largest financial services providers, is deploying the next-generation Impact 360 Workforce Optimization suite from Verint Witness Actionable Solutions.