About Verint | Verint News | White Papers | Case Studies

MELVILLE, N.Y.--(BUSINESS WIRE)--Verint® Systems Inc. today announced that Miami-Dade County has implemented the Impact 360® Workforce Management solution from its Verint Witness Actionable Solutions™ business line to help optimize the operations of the county’s non-emergency 311 contact center, a division within the Florida Government Information Center.

With more than 120 specialists on staff, Miami-Dade’s Answer Center is the first multi-jurisdictional 311 telephone system in the nation, handling nearly two million calls per year. Given the high call volumes, optimal agent performance and first-call resolution are critical in providing quality service experiences to the Miami-Dade community, along with the 40 additional counties that are integrated into the 311 service. Requests range from picking up stray dogs to locating voting sites and responding to address searches. The fact that Miami-Dade County contact center agents are trilingual – in English, Spanish and Creole – adds another layer of complexity to managing the unique skills and proficiency levels of each specialist.

“Miami-Dade County identified a need to implement a turnkey workforce management solution for its 311 contact centers. Impact 360 provides an ideal solution, given its ability to scale as needed from general workforce management functions to advanced adherence and agent scorecard capabilities,” says Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions.

Ease of Integration and Scalability for Growth

During its selection process, Miami-Dade County officials outlined specific procurement goals. These stringent requirements included the need for a solution with full scalability, allowing room for anticipated growth. It also called for a workforce management solution with the ability to tightly integrate with its existing systems. The 311 Answer Center shares infrastructure with the Miami-Dade County fire rescue, elections and other departments. As a result, integrating with existing hardware was a critical component for any new software introduced throughout the organization. Based on its design, Impact 360 allows for seamless integration and easy alignment with a wide variety of telephony switches leading to a quick deployment.

Impact 360 Workforce Management is part of Verint Witness Actionable Solutions’ Impact 360 Workforce Optimization suite. From planning and establishing goals, to scheduling and deploying the appropriate staff, and from leveraging scorecards and performance metrics, to developing and fine-tuning skills and proficiencies, the software helps reduce costs by staffing appropriately to meet workload and improve service by scheduling the right agents with the right skills at the right time.

About Verint Witness Actionable Solutions
Verint® Witness Actionable SolutionsTM was formed as a result of the company’s successful combination with workforce optimization provider, Witness Systems. Verint Witness Actionable Solutions enables organizations to capture and analyze customer/caller interactions, improve workforce performance and optimize service processes in contact center, branch and back-office operations. With the industry’s broadest portfolio of innovative solutions for customer service analytics, workforce optimization, quality monitoring/full-time recording, workforce management, eLearning, performance management and customer surveys, Verint Witness Actionable Solutions helps companies uncover business trends, discover the root cause of employee and customer behavior, and power the right decisions to help 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 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 and January 16, 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.

VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING ACTIONABLE INTELLIGENCE, STAR-GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, WITNESS ACTIONABLE SOLUTIONS, IMPACT 360, the IMPACT 360 logo, IMPROVE EVERYTHING, THE POWER TO IMPROVE EVERYTHING, CUSTOMER CENTRIC ENTERPRISE, 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. Other trademarks mentioned are the property of their respective owners.

Contact:
Verint Witness Actionable Solutions
Industry Information
Candace Flynn, 770-754-1878
candace.flynn@verint.com

or

Merritt Group
Industry Information
Jayson Schkloven, 703-390-1529
schkloven@merrittgrp.com

or

Verint Systems Inc.
Investor Relations
Alan Roden, 631-962-9304
alan.roden@verint.com