Verint Systems Inc. announced that ING Australia Limited is deploying the next-generation Impact 360(R) Workforce Optimization suite from Verint(R) Witness Actionable Solutions(R). As part of a large-scale project to consolidate the company's leadership and competitive positioning, the organization implemented the unified, analytics-driven software which includes quality monitoring/recording, workforce management, speech analytics, data analytics, customer feedback surveys, performance management scorecards and eLearning across its contact center operations earlier 2009, and is now in the process of deploying the technology across its back-office operations. ING Australia is leveraging the software to further its commitment to the delivery of high-caliber service drawing from Impact 360's monitoring, workforce management, analytics, scorecard and eLearning capabilities. ING Australia will benefit from the software's ability to monitor and assess service level achievements (SLAs) and resource needs at any time during the day.

Verint Systems Inc. announced enhancements to its Impact 360(R) Workforce Management software from Verint(R) Witness Actionable Solutions(R). As the company continues to evolve its next-generation Impact 360 Workforce Optimization (WFO) suite, new workforce management (WFM) functionality is helping global organizations achieve greater efficiencies, productivity and cost savings that span from their contact centers to branch and back-office operations environments--all of which help shape the customer experience.

Verint Systems Inc. announced that its award-winning speech analytics software--as part of the broader Impact 360(R) for Public Safety Powered by Audiolog(TM) solution--is being profiled at the 2009 APCO Canada Annual Conference. Emergency call recordings provide a wealth of information and can help improve public safety center operations, detect trends and support crime investigations. Historically, reviewing enough calls to identify performance trends and challenges has been a manual task that many centers don't have the resources to fulfill. Public safety operations also often lack formalized quality and analysis processes--such as those available through integrated voice/screen recording--leaving them with only a limited view of what is really happening across their operations. Verint's Impact 360 Speech Analytics Essentials for Audiolog will, when available, provide these capabilities by automatically transcribing emergency contact audio into data that can be mined for intelligence. An easy-to-use interface will give public safety answering points (PSAPs) the ability to identify opportunities that can make their centers more efficient and effective, while proactive trend spotting tools can uncover issues before they become widespread problems.