WEYBRIDGE, England & MELVILLE, N.Y.--(BUSINESS WIRE)--Verint® Systems Inc. today announced that Autoglass® – the UK’s leading vehicle glass repair and replacement company – will deploy the next-generation Impact 360® Quality Monitoring solution from Verint® Witness Actionable Solutions®. Through Verint and Avaya business partner IP Integration, Autoglass plans to deploy the solution for quality monitoring across 250 contact centre agent seats at its head office at Priory Business Park in Bedford, UK.
 
Serving more than 1.5 million motorists each year, 24 hours a day, 7 days a week, 365 days a year, Autoglass is committed to service convenience at its customers’ preferred locations, quality workmanship and a high quality customer experience from start to finish. With these focuses, among others, the organisation believes the Impact 360 software will deliver critical insights through active agent performance assessments and focused agent training and development, along with the solution’s ability to help gauge business process effectiveness and other internal operations efficiencies.
 
Autoglass selected Impact 360 following an internal review to assess how its existing solution was performing. This prompted the company to look at other vendors. Replacing technology from a prior supplier, Autoglass is working in partnership with IP Integration, a Verint business partner that will also implement and support the solution. Autoglass selected Verint for its unified, analytics-driven workforce optimisation vision. Leveraging Impact 360 Quality Monitoring, the organisation will benefit from synchronised voice and data recording, as well as performance management scorecards and eLearning functionality that will enable the company to create custom training and best practice learning content from its customer interaction recordings.
 
“At Autoglass, we understand that what our agents say and how they say it leaves a lasting impression with our customers, so we’re committed to giving our team all the tools, training, encouragement and confidence they need to do a great job. That’s why investing in a high-performance quality monitoring solution was so important for us,” explains Ian Stewart, telecoms manager, Autoglass. “After a comprehensive analysis of the different offerings available, it was clear that Impact 360 from Verint Witness Actionable Solutions was the best suited to help us deliver on our promise in providing outstanding service and high quality customer experiences.”
 
“Our contact centre team was impressed with Impact 360’s integrated approach to recording, performance management and eLearning, and we could see how the company’s unified workforce optimisation and analytics-driven vision can support our long-term strategic goals. We believe Impact 360 will play a key role in our overall customer contact strategy,” continues Stewart.
 
Comments Steve Walker, managing director, IP Integration, “Working alongside Verint, we initially met with a range of operational staff at Autoglass to get a better understanding of the company’s challenges and goals. Based on its focus areas and technical requirements, Impact 360 proved to be an excellent fit.”
 
Adds David Parcell, managing director in EMEA for Verint Systems, “We’re delighted that Autoglass will be implementing Impact 360, and look forward to growing our partnership. It was clear that Impact 360’s analytics-driven approach was a good match for the organisation as its integrated workforce optimisation capabilities provide a platform for continued development now and into the future.”
 
Impact 360 Quality Monitoring is part of the Impact 360 Workforce Optimisation suite from Verint Witness Actionable Solutions. With the ability to capture interactions across traditional TDM, IP and mixed telephony environments, it features high-volume and business-driven recording functionality across communication channels – including the phone, email and Web – combined with robust performance management and actionable learning functionality.
 
About Autoglass
 
Autoglass is the UK’s leading vehicle glass repair and replacement company, serving more than 1.5 million motorists each year, 24 hours a day, 7 days a week, 365 days a year. Autoglass is part of Belron, the world’s leading vehicle glass repair and replacement company. Belron operates in 28 countries and has a team of over 12,500 highly skilled technicians that serve more than 8 million customers a year, an average of one customer every four seconds. In addition to Autoglass, Belron is the home of many of the world’s leading brand names in the vehicle glass and replacement industry including Carglass across Europe, O’Brien in Australia, and Safelite in the U.S. www.autoglass.co.uk
 
About IP Integration
 
IP Integration helps companies achieve the twin goals of increasing customer service whilst simultaneously reducing operational costs through appropriate deployment of communication technologies. From the public network to the desktop, IP Integration applies knowledge, experience, and clear thinking to business communications and IT strategies. The company identifies, designs, implements and supports solutions that will allow an organisation to deliver its business message clearly. www.ipintegration.com
 
About Verint Witness Actionable Solutions
 
Verint® Witness Actionable Solutions® is the leader in analytics-driven workforce optimisation software and services. Its solutions are designed to help organisations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behaviour, and optimise the customer experience. From contact centres to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimisation 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 organisations 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 optimised enterprise and a safer world. Today, more than 10,000 organisations 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 December 10, 2008. 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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