Verint Announces Expansion Of ULTRA Actionable Intelligence Suite

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Verint Systems Inc. (NASDAQ: VRNT), a leading provider of analytic software-based solutions for communications interception, networked video security and business intelligence, today announced the expansion of the ULTRA™ Intelligent Recording™ suite to include ULTRA IntelliCoach™, an integrated agent coaching and development solution. IntelliCoach extends the reach of the ULTRA suite, enabling organizations to leverage its actionable intelligence to help enhance workforce performance and deliver high quality customer service across the enterprise.

ULTRA IntelliCoach enables contact center executives to intelligently manage the entire agent evaluation, feedback, coaching, and development process, quickly highlighting gaps in agent skill sets, and enabling prompt corrective action to impact performance. ULTRA IntelliCoach helps strengthen coaching relationships by addressing unique development requirements, providing agents with the specific training and support they need to expand knowledge, build confidence, and improve performance.

ULTRA IntelliCoach's Supervisor Dashboard™ enables supervisors to monitor and evaluate agent interactions in real-time so they can deliver on-the-spot feedback and provide assistance and support during problematic calls. Real-time, actionable alerts are designed to instantly notify supervisors and coaches of potential issues before they escalate so they can monitor interactions and take immediate steps to correct and prevent problems.

ULTRA IntelliCoach enables users to leverage recorded interactions that represent "best practices" – the most effective ways to handle calls – and send these examples directly to agents as part of their ongoing training and development. Users can quickly create best practice clips and libraries, enabling agents to learn by example from more experienced peers, and model and adopt successful call handling behaviors.

"As the last link in the service delivery chain, contact center agents require actionable and relevant training and coaching to ensure the successful resolution of customer contacts and meet important enterprise goals," said Mariann McDonagh, vice president of global marketing for Verint. "ULTRA IntelliCoach will help enterprises improve workforce performance and enhance service quality by providing customized training, real-time coaching and feedback, and the sharing of best practice approaches."

ULTRA Intelligent Recording drives total quality by enabling organizations of all sizes to cost-effectively capture all customer interactions and extract actionable intelligence from telephone, Voice-over-IP, email, chat or agent assisted co-browsing contacts. Easy access to all customer data through ULTRA's Web-based desktop portal enables enterprises to use what they learn from customer contacts to optimize their processes, increase productivity, comply with risk management requirements and improve service to their customers.

About Verint Systems Inc.
Verint Systems Inc., headquartered in Melville, New York, is a leading provider of analytic software-based solutions for communications interception, networked video, and business intelligence. Verint software, which is used by over 1,000 organizations in over 50 countries worldwide, generates actionable intelligence through the collection, retention and analysis of voice, fax, video, email, Internet and data transmissions from multiple communications networks. Verint is a subsidiary of Comverse Technology, Inc. (NASDAQ: CMVT). Visit us at our website www.verint.com.