Verint® Systems Inc. today announced that Germany-based travianet GmbH, a leading provider of travel booking and fulfillment services, implemented the Impact 360® Workforce Management software from Verint Witness Actionable Solutions® in July 2010. Verint partner Tele´Train deployed the solution, which includes forecasting and scheduling, advanced adherence and reporting functionality, in three travianet contact centers to support 170 agents. Tele´Train also trained travianet staff on the solution and provided consulting on process change management for best practice workforce management (WFM).
With more than 2,000 active affiliates nationally, travianet offers holiday booking services for consumers, travel management services for companies, and booking fulfillment services for travel portals, shipping lines, airlines, hotels and other travel operators. To accommodate its rapid growth, the organization opened two new service centers in the last year, making a total of three centers in Germany. In conjunction with the expansion, it sought to invest in a feature-rich and highly scalable WFM solution that would help anticipate customer and workforce staffing needs, schedule the right staff to meet demand and maintain a core focus on customer service excellence.
These objectives, coupled with its technology requirements, led to the selection of Verint and the purchase of Impact 360 Workforce Management in June 2010. “We have always adopted new technology to enable us to operate more efficiently. Now that we are expanding our business, we need more intelligent and time saving tools like Impact 360 to stay ahead in a rapidly changing environment,” shares Bernd Kienle, managing director at travianet. “Impact 360 will help us optimize and automate forecasting and scheduling, and its intuitive dashboard will enable seamless management of our agents.”
In addition, the organization will be able to apply historical data for a real-time view into forecasted, actual and predicted volume—including the ability to establish profiles to model contact center volume behavior for marketing measures of its clients. With the Verint solution, the company also can configure email alerts and screen notifications to ensure that staff schedules are quickly adjusted to meet changing needs.
“Verint engineered Impact 360 Workforce Management to include key traditional functionality, along with adherence and performance management capabilities—all to help organizations reduce costs by simplifying processes and staffing to meet workload,” explains Gerhard Wenzig, managing director of Tele´Train Germany.
“At Verint, we’re focused on providing robust workforce management technology in a simplified fashion—making it easier for our customers to deploy and achieve a tangible ROI from our solutions, while reducing risk and accelerating their time to benefit,” adds David Parcell, managing director EMEA for Verint Systems.
Travianet GmbH (travianet.de) was founded as Touristikboerse Deggendorf in 1998 and is today a leading provider of travel partner programs. Effective January 10, 2006, the entire Touristikboerse business was acquired by Axis Data S.L. and the company’s name was changed to travianet GmbH.
Tele’Train (tele-train.de) specializes in software solutions and consulting services for contact centers. As a sales and service partner for Verint Witness Actionable Solutions, Tele’Train offers customers software licenses, consulting, planning and implementation services as well as coaching and support all from one source in order to optimize performance and efficiency.
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the leader in enterprise 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, customer interaction analytics (speech analytics, data analytics customer feedback surveys), desktop and process analytics, 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. (verint.com) is a global leader in Actionable Intelligence® solutions and value-added services. Our solutions enable organizations of all sizes to make timely and effective decisions to improve enterprise performance and make the world a safer place. More than 10,000 organizations in over 150 countries—including over 80 percent of the Fortune 100—use Verint solutions to capture, distill, and analyze complex and underused information sources, such as voice, video, and unstructured text. Headquartered in Melville, New York, we support our customers around the globe directly and with an extensive network of selling and support partners. Verint is listed on the NASDAQ Stock Market under the symbol “VRNT.”
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 our Annual Report on Form 10-K for the year ended January 31, 2010 and our Quarterly Report on Form 10-Q for the quarter ended July 31, 2010. 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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