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Verint Witness Actionable Solutions' Impact 360 Workforce Optimization Software Rated "Avaya Compliant"

03-31-2008

Verint® Systems announced that its Impact 360® Workforce Optimization solution has received a new compliant rating with key contact center solutions from Avaya.

MELVILLE, N.Y. and SAN DIEGO, Calif. - Verint® Systems Inc. today announced that its Impact 360® Workforce Optimization solution has received a new compliant rating with key contact center solutions from Avaya, a leading global provider of business communications applications, systems and services. The solution has been successfully tested by Avaya for compatibility with Avaya IQ 4.0, the reporting and analytics platform that consolidates real-time data from Avaya customer service solutions and enterprise business resources to deliver reports that correlate activity to results.

 

Impact 360, from the company's Verint Witness Actionable Solutions™ business line, is a unified suite comprised of analytics-driven workforce optimization solutions that include quality monitoring and call recording, workforce management, analytics, eLearning and performance management. Designed to help today's customer-centric enterprises meet and exceed their sales, service and operations goals – from the contact center, to branch and remote offices, to back-office operations departments – Impact 360 helps 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 all aspects of customer care operations. 

 

"This represents a significant milestone for Avaya IQ, our advanced reporting and analytics platform for contact centers," says Laura DiSciullo, Avaya vice president, product management. "Avaya and Verint continue working together to develop additional integrated capabilities for our products to enhance the benefits of Avaya IQ for our mutual customers."
 
"We're very pleased to have further extended our successful Avaya compliance testing to yet another part of its platform – Avaya IQ. Through our interface with Avaya IQ, we obtain data that allows us to complement Avaya IQ reports and statistics with the information, analysis and insights of Impact 360 Workforce Optimization," adds John Bourne, senior vice president, global channels and alliances, Verint Witness Actionable Solutions. "As ever, we plan to continue developing additional capabilities based on open, standards-based platforms that maximize our customers' communications infrastructures and contact center management."

 

Verint Witness Actionable Solutions is a member of the Avaya DevConnect program – an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company's investment in its network. As a Platinum member of the program, Verint Witness Actionable Solutions is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab in Lincroft, N.J. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compliant. Doing so ensures businesses can confidently add best-in-class capabilities to their network without having to replace their existing infrastructure – speeding deployment of new applications and reducing both network complexity and implementation costs.  

 

Additionally, Verint Witness Actionable Solutions has an OEM relationship with Avaya. Avaya and its authorized Avaya BusinessPartners sell, implement and support the company's full Impact 360 product line – including its workforce optimization, quality monitoring, recording and workforce management packaged solutions. 

 

"By offering compliance testing to the many innovative companies like Verint Witness Actionable Solutions, who are members of our DevConnect program, Avaya promotes fully interoperable solutions that help businesses unleash powerful new possibilities," concludes Eric Rossman, vice president, developer relations and technical alliances, Avaya. "They are able to use Intelligent Communications to connect employees and customers to information from wherever they are, over whatever device they have available – getting more out of their multi-vendor network and delivering new value to their bottom line."

 

About Avaya
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya Web site: www.avaya.com. For more information on the Avaya DevConnect program, visit www.avaya.com/devconnect.

 

About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions™ 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.

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