Verint Witness Actionable Solutions

Verint Witness Actionable Solutions was formed in 2007 following Verint’s successful combination with workforce optimization provider Witness Systems. With more than 10,000 global customers, it enables organizations to capture and analyze customer interactions, improve workforce performance and optimize service processes in contact center, branch and back-office operations. With the industry’s broadest suite of unified solutions for analytics-driven workforce optimization, quality monitoring and recording, speech and data analytics, 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 care operations.

Leadership and Innovation
Our market leadership has been validated by a variety of industry analysts/research firms, where Verint Witness Actionable Solutions leads in:

Workforce Optimization (WFO) with 47 percent market share¹
Contact Center Quality Management with a “Strong Positive” Gartner MarketScope rating²
Contact Center Workforce Management with a “Strong Positive” Gartner MarketScope rating³
Contact Center Workforce Optimization with the highest Gartner MarketScope rating⁴
Quality Monitoring Shipments⁵
Contact Center Training market share⁶
Contact Center Analytics market share⁷
Contact Center Performance Management market share⁸
IP Logging/Recording market share⁹

About Our Solutions
Our analytics-driven workforce optimization suite is comprised of proven, robust software and services – from our legacy ULTRA, Witness, and Blue Pumpkin product lines to our Audiolog solution for mid-sized businesses and the public safety sector. Building upon this solid foundation, Verint Witness Actionable Solutions launched its powerful, new, next-generation Impact 360 – a unified, analytics-driven, enterprise-enabled suite of software and services for speech and data analytics, workforce management, quality monitoring and recording, performance management, customer feedback surveys and eLearning.

Impact 360 enables more efficient operations, creating more loyal customers, and driving more profitable business outcomes. Our solutions help organizations enhance the customer experience by providing visibility into a company’s entire customer service lifecycle – from planning and establishing goals, to scheduling and deploying the appropriate staff; from recording interactions and measuring performance, to meeting compliance requirements; from capturing structured and unstructured data, to turning information into sophisticated, actionable analytics that reveal trends, issues and their root cause; from changing business processes and goals based on this analysis, to honing employee skills to meet those goals; and then leveraging feedback surveys to capture and gauge the voice of the customer.

The Impact 360 suite is designed to help today’s customer-centric enterprises meet and exceed their sales, service and operations goals across the enterprise – from the contact center, to branch and remote offices, to back-office operations departments. With Verint Witness Actionable Solutions, organizations of all sizes can enhance the performance of every touch point along the customer service value chain.

Global Customers
More than 70 percent of Fortune 100 companies are Verint Witness Actionable Solutions customers. Our software and services have been deployed across industries and around the globe, including the automotive, banking/financial services, general business, government, healthcare, hospitality, insurance, outsourcing, public safety, publishing, retail, telecommunications, travel and utility sectors.

Partners
Verint Witness Actionable Solutions has strategic relationships with industry’s foremost leaders and innovators. OEM partners include Avaya, BT TRS (part of BT Global Financial Services) and Nortel. System integrator, strategy consultant, distributor, reseller and service provider partners include a range of global and regional organizations, such as Accenture, IBM and Verizon; Fidelity Information Systems; BT, Cable & Wireless, Cisco, Cross Telecom, Datapoint, Dimension Data, NACR, Siemens and Westcon.

Senior Management

Nancy Treaster
Senior Vice President & General Manager, Verint Witness Actionable Solutions

John Bourne
Senior Vice President, Global Alliances & Channels, Verint Witness Actionable Solutions

Philip Dawes
Senior Vice President, Global Services & Support, Verint Witness Actionable Solutions

Darryl Demos
Senior Vice President & General Manager, Enterprise Solutions Group, Verint Witness Actionable Solutions

Ryan Hollenbeck
Senior Vice President, Global Marketing, Verint Witness Actionable Solutions

Ady Meretz
President, Asia-Pacific, Verint Systems

David Parcell
Corporate Officer & Managing Director, EMEA, Verint Systems

Brian Weiss
Senior Vice President, Global Product Strategy, Verint Witness Actionable Solutions

Stephen Weller
Senior Vice President & General Manager, Americas, Verint Witness Actionable Solutions

1 DMG Consulting, 2007 Quality Management/Liability Recording Market Share Report
2 Gartner, MarketScope for Contact Center Quality Management, 2007, 14 September 2007
3 Gartner, MarketScope for Contact Center Workforce Management, 2007, 16 July 2007
4 Gartner, MarketScope for Contact Center Workforce Optimization, 2007, 16 April 2007
5 Tern Systems, Voice/Data Recording Markets, Products, Suppliers 2007
6 Datamonitor, 2007 Technology and Trends in the Recording Industry: H2 2006
7 Datamonitor, 2007 Technology and Trends in the Recording Industry: H2 2006
8 DMG Consulting, 2006–2007 Contact Center Performance Management Market Report
9 DMG Consulting, 2007 Quality Management/Liability Recording Market Share Report