BT and Verint Offer Businesses a Truly Global Contact Centre Solution in the Cloud
WEYBRIDGE, UK and MELVILLE, N.Y., 11 September 2013 — Verint® Systems Inc. (NASDAQ: VRNT) today announced that it has extended its collaboration with BT. BT is now offering Verint’s full suite of Workforce Optimisation (WFO) solutions as a hosted service. From £30 per user, per month, customers can enjoy the benefits of Verint’s market-leading WFO solution flexibly and on demand.
The new cloud service—part of BT’s Optimise Contact offering—works alongside a customer’s existing contact centre, be it a cloud contact centre or an onsite contact centre. It runs on BT’s extensive global network that is available in more than 190 countries, and introduces a flexible solution that can help customers quickly implement WFO, add agents, and bring down risks and costs, while boosting customer satisfaction.
Verint and BT have a long-lasting, successful relationship and have been delivering robust and reliable solutions to customers across the globe for over a decade. By extending the breadth of the relationship, customers now have more choices than ever, allowing them to deploy Verint WFO in a variety of environments, from traditional on-premises to the cloud.
Of the expanded relationship with BT, Verint Managing Director EMEA and Corporate Officer David Parcell shares that, “This collaboration offers a great opportunity for us to take Workforce Optimisation and Voice of Customer Analytics solutions into organisations through a ‘Contact Centre in the Cloud.’ More than ever, in today’s economic climate, organisations need flexible access to the most sophisticated technology, including powerful, pay-as-you-go, software-as-a-service (SaaS). Relationships like this help us do just that, reaching new markets and enabling providers, like BT, to extend the capabilities of their own offerings.”
The new cloud service includes call recording and quality monitoring, as well as workforce management and voice of customer (VoC) analytics. With Verint’s Voice of the Customer Analytics™—which includes speech analytics, text analytics and enterprise feedback management—organisations can capture customer feedback anytime from anywhere. Through a central view into customer data, interactive dashboards allow decision makers to capture interactions, analyse and act on them. Its ability to instantly access and share real-time insight enables users to organise data and reports side-by-side, drill down to results and monitor critical business metrics.
Providing these technologies as a service in the cloud, rather than as an on-premise basis, can lower the barrier to entry for many organisations. In addition, the flexibility to scale services up and down can make the technology more attractive to customers whose activity levels vary considerably throughout the year.
Andrew Small, Vice President, CRM, UC and CPE at BT Global Services, adds, “We are delighted to work with Verint to offer a truly global cloud-based workforce optimisation solution. We can now offer customers an integrated offering for all their contact centre needs. Our customers will benefit from having access to Verint’s technology either as a hosted service or on premise. We see growing demand from our customers, not only in core solutions, such as call recording, but also in advanced applications, like speech analytics, to reduce cost and help meet regulatory requirements, while improving customer service levels. We believe this is a great option to help them to that end.”
Verint and BT extending their relationship follows the announcement earlier this year regarding Verint’s leadership in the hosted/cloud-based WFO market. Backed by ongoing investment and proven solutions and processes, tens of thousands of users across a multitude of discreet tenants are deployed, operational and achieving measureable business value from Verint cloud-based WFO applications.
As ever, Verint is committed to working with its strategic alliance and channel partner network to add greater value in delivering a portfolio of offerings in the cloud. With a security model designed to help ensure the privacy of all customer data in a multi-tenant environment in support of PCI-DSS and SAS-70 compliance, the company’s large ecosystem of channel partners enables businesses to work with the Verint partner of their choice to meet business requirements as they evolve.
BT is one of the world’s leading providers of communications services and solutions, serving customers in more than 170 countries. Its principal activities include the provision of networked IT services globally; local, national and international telecommunications services to its customers for use at home, at work and on the move; broadband and internet products and services and converged fixed/mobile products and services. BT consists principally of four lines of business: BT Global Services, BT Retail, BT Wholesale and Openreach.
For the year ended 31 March 2013, BT Group’s reported revenue was £18,103mwith reported profit before taxation of £2,315m.
British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on stock exchanges in London and New York.
For more information, visit www.btplc.com
About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ help organisations of all sizes capture and analyse customer interactions, sentiments and trends across multiple channels, improve performance and optimise the customer experience. The solution portfolio includes the Impact 360® Workforce Optimization™ suite and Voice of the Customer software, which serve as strategic enterprise assets for increasing customer satisfaction and loyalty, enhancing products and services, reducing operating costs and driving revenue.
About Verint Systems
Verint® (NASDAQ: VRNT) is a global leader in Actionable Intelligence® solutions. Its portfolio of Enterprise Intelligence Solutions™ and Security Intelligence Solutions™ helps organisations Make Big Data Actionable™ through the ability to capture, analyse and act on large volumes of rich, complex and often underused information sources—such as voice, video and unstructured text. With Verint solutions and value-added services, organisations of all sizes can make more timely and effective decisions. Today, more than 10,000 organisations in over 150 countries, including over 80 percent of the Fortune 100, count on Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in NY, Verint has offices worldwide and an extensive global partner network. Learn more at www.verint.com.
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