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Woolworths Limited Implements Workforce Optimisation Software from Verint Witness Actionable Solutions to Support First-Class Cu

Verint® Systems Inc. and partner Dimension Data today announced that Woolworths Limited, a leading Australian retailer, has successfully implemented the next-generation Impact 360® Workforce Optimisation suite in its Everyday Money Customer Service Centre located in Parramatta, NSW. Woolworths deployed the software from Verint® Witness Actionable Solutions® to support enhanced services to customers of its new range of financial services products.
  • 24 March, 2009 11:33

<p>“Delivering superior customer service and support is extremely important across all aspects of our business from retail stores to our contact centres. Service quality, knowledge and timeliness are key in what has become a highly competitive financial services market,” shares Dhun Karai, Head of Woolworths Everyday Money.</p>
<p>Karai says the Impact 360 Workforce Optimisation solution provides Woolworths with the right tools to extract critical information from customer interactions, maximise workforce performance, and improve the processes and effectiveness of customer service operations.</p>
<p>“All of these elements are critical to the success of our new Everyday Money offering, and we are pleased to be working with Verint and Dimension Data to make it possible,” adds Karai.</p>
<p>The Impact 360 Workforce Optimisation suite will help Woolworths gain greater insight into its Everyday Money customer contact centre by leveraging software features such as quality monitoring and encryption, workforce management, performance management and eLearning as part of a single, unified solution set.</p>
<p>With quality monitoring, Woolworths can capture and evaluate caller and agent interactions, as well as analyse uptake and decline factors associated with product offerings and services. The solution’s encryption of recorded customer interactions is another core feature designed to help retailers, financial institutions and other organisations protect the privacy of customer information.</p>
<p>The ability to leverage quality monitoring together with workforce management as part of a unified solution allows Woolworths to automate and effectively forecast and schedule its staff, as well as help ensure the right call-takers are in the right place at the right time based on caller demand. In addition, scorecards enable employee performance tracking and analysis, while eLearning features – including the ability to convert call recordings into training – reinforce best practices and support ongoing staff development.</p>
<p>“Workforce optimisation solutions provide terrific capabilities for call recording and quality monitoring, as well as advanced features for scheduling, rostering and coaching. However, where Dimension Data can add real value in the implementation of solutions, such as Verint’s Impact 360 Workforce Optimisation suite, is our ability to understand the entire contact centre operations environment and analyse data from the call routing engine right through to what’s happening at the agent’s desktop. We can combine this intelligence with Verint’s solution to deliver improved business processes and productivity outcomes,” says Robert Allman, general manager, Customer Interactive Solutions, Dimension Data.</p>
<p>“Woolworths wanted a cost-effective, unified and easy-to-implement solution that could deliver an unparalleled customer experience,” comments Zwicka Ben-Zion, managing director, Verint Systems (Australia) Pty Ltd. “With Impact 360 Workforce Optimisation, critical systems within the Everyday Money Customer Service Centre can now share information and work together to deliver a holistic view of contact centre operations, supporting the ultimate goals associated with Woolworths’ financial service products and other programmes – all with the end goal of attracting and growing satisfied customers.”</p>
<p>-ends-
About Woolworths</p>
<p>About Dimension Data
Dimension Data plc (LSE:DDT), a specialist IT services and solution provider, helps clients plan, build, support and manage their IT infrastructures. Dimension Data applies its expertise in networking, security, operating environments, storage and contact centre technologies, and its unique skills in consulting, integration and managed services to create customised client solutions. For more information, visit www.dimensiondata.com.</p>
<p>About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the leader in analytics-driven workforce optimisation software and services. Its solutions are designed to help organisations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behaviour, and optimise the customer experience. From contact centres to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimisation suite is the industry’s most unified solution set – featuring quality monitoring and recording, workforce management, speech and data analytics, customer feedback surveys, 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 organisations into customer-centric enterprises.</p>
<p>About Verint Systems Inc.
Verint Systems Inc. (VRNT.PK), headquartered in Melville, New York, is a leading provider of actionable intelligence solutions for an optimised enterprise and a safer world. Today, more than 10,000 organisations 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.</p>
<p>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 the Company's Current Report on Form 8-K filed with the Securities and Exchange Commission on September 10, 2007, as supplemented by our Current Reports on Form 8-K filed on November 5, 2007, January 16, 2008, and April 9, 2008 and the Form NT-10Q filed on December 10, 2008. 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.</p>
<p>VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING ACTIONABLE INTELLIGENCE, WITNESS ACTIONABLE SOLUTIONS, STAR-GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT 360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY, CONTACTSTORE, EYRETEL, BLUE PUMPKIN SOFTWARE, BLUE PUMPKIN, the BLUE PUMPKIN logo, EXAMETRIC and the EXAMETRIC logo, CLICK2STAFF, STAFFSMART, AMAE SOFTWARE and the AMAE logo are trademarks and registered trademarks of Verint Systems Inc. Other trademarks mentioned are the property of their respective owners.</p>
<p>For more information please contact:
Corrie McLeod
Espresso Communications
Mob: 0419 526 848
Email: corrie@espressocomms.com.au</p>

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