Melville, New York – August 10, 2004, Verint Systems Inc. (Company
Profile, Past
Stories, Case
Studies)(NASDAQ:
VRNT), a leading provider of analytic software-based solutions for
communications interception, networked video security and business
intelligence, today announced the expansion of the ULTRA™ Intelligent
Recording™ suite to include ULTRA IntelliCoach™, an integrated agent
coaching and development solution. IntelliCoach extends the reach of
the ULTRA suite, enabling organizations to leverage its actionable
intelligence to help enhance workforce performance and deliver high
quality customer service across the enterprise.
ULTRA IntelliCoach enables contact center executives to intelligently
manage the entire agent evaluation, feedback, coaching, and development
process, quickly highlighting gaps in agent skill sets, and enabling
prompt corrective action to impact performance. ULTRA IntelliCoach
helps strengthen coaching relationships by addressing unique development
requirements, providing agents with the specific training and support
they need to expand knowledge, build confidence, and improve
performance.
ULTRA IntelliCoach’s Supervisor Dashboard™ enables supervisors to
monitor and evaluate agent interactions in real-time so they can deliver
on-the-spot feedback and provide assistance and support during
problematic calls. Real-time, actionable alerts are designed to
instantly notify supervisors and coaches of potential issues before they
escalate so they can monitor interactions and take immediate steps to
correct and prevent problems.
ULTRA IntelliCoach enables users to leverage recorded interactions that
represent “best practices” – the most effective ways to handle calls –
and send these examples directly to agents as part of their ongoing
training and development. Users can quickly create best practice clips
and libraries, enabling agents to learn by example from more experienced
peers, and model and adopt successful call handling behaviors.
“As the last link in the service delivery chain, contact center agents
require actionable and relevant training and coaching to ensure the
successful resolution of customer contacts and meet important enterprise
goals,” said Mariann McDonagh, vice president of global marketing for
Verint. “ULTRA IntelliCoach will help enterprises improve workforce
performance and enhance service quality by providing customized
training, real-time coaching and feedback, and the sharing of best
practice approaches.”
ULTRA Intelligent Recording drives total quality by enabling
organizations of all sizes to cost-effectively capture all customer
interactions and extract actionable intelligence from telephone,
Voice-over-IP, email, chat or agent assisted co-browsing contacts. Easy
access to all customer data through ULTRA’s Web-based desktop portal
enables enterprises to use what they learn from customer contacts to
optimize their processes, increase productivity, comply with risk
management requirements and improve service to their customers.
About Verint Systems Inc.
Verint Systems Inc., headquartered in Melville, New York, is a leading
provider of analytic software-based solutions for communications
interception, networked video, and business intelligence. Verint
software, which is used by over 1,000 organizations in over 50 countries
worldwide, generates actionable intelligence through the collection,
retention and analysis of voice, fax, video, email, Internet and data
transmissions from multiple communications networks. Verint is a
subsidiary of Comverse Technology, Inc. (NASDAQ: CMVT). Visit us at our
website www.verint.com.
Note: Certain statements concerning Verint’s future revenues, earnings
per share, results or prospects are “forward-looking statements” under
the Private Securities Litigation Reform Act of 1995. There can be no
assurances that forward-looking statements will be achieved, and actual
results could differ materially from forecasts and estimates. Important
factors that could cause actual results to differ materially include:
changes in the demand for Verint's products; further decline in
information technology spending; risks associated with acquiring and
integrating the assets and business acquired from ECtel [CHANGE RISK
DEPENDING ON RAPTOR CLOSE] including products and technologies, as well
as retaining key employees and customers, which could result in a
substantial diversion of management resources, the incurrence of
contingent liabilities, amortization of certain identifiable intangible
assets, research and development write-offs and other
acquisition-related expenses; the uncertainty of customer acceptance of
Verint’s products; Verint’s lengthy and variable sales cycle makes it
difficult to predict operating results; dependence on contracts with
governments for a significant portion of Verint’s revenues; markets for
Verint’s products failing to develop; risks that Verint’s intellectual
property rights may not be adequate to protect its business; risks
associated with rapidly changing technology and the ability of Verint to
introduce new products on a timely and cost-effective basis; inability
to maintain relationships with value added resellers and systems
integrators; risks associated with Verint's ability to retain existing
personnel and recruit and retain qualified personnel; risks associated
with changes in the competitive or regulatory environment in which
Verint operates; risks associated with significant foreign operations,
including fluctuations in foreign currency exchange rates; risks
associated with Comverse Technology, Inc. controlling Verint’s business
and affairs; and other risks described in filings with the Securities
and Exchange Commission. These risks and uncertainties, as well as
others, are discussed in greater detail in the filings of Verint with
the Securities and Exchange Commission. All documents are available
through the SEC’s Electronic Data Gathering Analysis and Retrieval
system (EDGAR) at www.sec.gov or from Verint’s website at
www.verint.com. Verint makes no commitment to revise or update any
forward-looking statements.
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Verint, the Verint word mark, STAR-GATE, RELIANT, LORONIX and ULTRA are
trademarks of Verint Systems Inc. Other names may be trademarks of
their respective owners.
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