inContact Partners with Verint Systems to Deliver Complete Portfolio of Workforce Optimization Solutions in the Cloud

Published on October 26, 2011 in Data Management, Technology

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Partnership Makes Best-in-Class WFO Solutions Available to Contact Centers of All Sizes in a Pay-as-You-Go, Software-as-a-Service Model

SALT LAKE CITY (October 26, 2011) – inContact (NASDAQ: SAAS), the leading provider of cloud-based call center software and call center workforce optimization tools, today announced the extension of its partnership with Verint® Systems Inc. (NASDAQ: VRNT), a leading provider of actionable intelligence solutions and services for enterprise workforce optimization and security intelligence. inContact will convert Verint’s award-winning workforce optimization (WFO) suite to the cloud, enabling contact centers of all sizes to deploy these powerful solutions in a pay-as-you-go software model.

Verint Witness Actionable Solutions®, part of Verint Systems Inc., is a global leader in workforce optimization solutions in the contact center market, extending through to branch/remote office and back-office operations environments. Verint solutions are used by more than 10,000 organizations in over 150 countries, including more than 85 percent of the Fortune 100.

Typically, the workforce accounts for more than 70 percent of the expense in any contact center, and maximizing agent effectiveness through monitoring, training and scheduling is key to profitability and customer satisfaction. inContact WFO, powered by Verint, is a unified suite of powerful workforce optimization solutions for analyzing and optimizing customer service across the organization. inContact WFO can help contact centers of all sizes understand what’s happening in their customer-focused operations

“inContact is the market leader in cloud contact center solutions, and the best partner for us to take our award-winning WFO solutions to the cloud,” said John Bourne, senior vice president, global channels and alliances, Verint Systems. “On the heels of our successful partnership that delivered cloud workforce management last year, we are excited to expand on this success to offer our comprehensive WFO suite through the inContact cloud.”

inContact is now the only cloud provider to combine contact center infrastructure, integrated, workflow-driven WFO and connectivity into one powerful offering. The new inContact WFO portfolio will include:

  • Quality Monitoring, which includes real-time monitoring, screen capture, evaluations and Smart Inbox(TM)
  • Workforce Management, which includes forecasting & scheduling, advanced adherence, time-off manager and shift-bidding
  • eLearning, which includes content producer, lesson management and scorecards
  • Speech Analytics, which enables contact centers to understand the root cause of customer satisfaction issues

“WFO represents a global market opportunity of more than $1 billion, and delivers powerful competitive advantage for the contact centers that deploy it,” said Paul Jarman, inContact CEO. “We believe that our expanded strategic partnership with Verint Systems will enable us to extend the benefits of WFO to companies of all sizes through our robust cloud-delivery platform.”

Additional Information

  • Learn more about inContact and read industry-leading articles on the inContact blog: http://blog.incontact.com/
  • Follow @inContact on Twitter: www.twitter.com/inContact
  • Become a fan of inContact on Facebook: www.facebook.com/inContact

About inContact

inContact (NASDAQ: SAAS) helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company’s services and solutions enable call centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.inContact.com.

Safe Harbor Statement: The Private Securities Litigation Reform Act of 1995 provides a safe harbor for forward-looking information made on the Company’s behalf. All statements, other than statements of historical facts which address the Company’s expectations of sources of capital or which express the Company’s expectation for the future with respect to financial performance or operating strategies, can be identified as forward-looking statements. Such statements made by the Company are based on knowledge of the environment in which it operates, but because of the factors previously listed, as well as other factors beyond the control of the Company, actual results may differ materially from the expectations expressed in the forward-looking statements. (For the complete statement, please click here.)

inContact® is the registered trademark of inContact, Inc. All other marks are the property of their respective owners.

Source: inContact

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