Travel Booking and Fulfillment Services Customer Looks to Verint Software and Partner Tele´Train to Strengthen Forecasting and Scheduling Capabilities

KIEL, GERMANY and MELVILLE, N.Y. — Verint® Systems Inc. (NASDAQ: VRNT) today announced that Germany-based travianet GmbH, a leading provider of travel booking and fulfillment services, implemented the Impact 360® Workforce Management software from Verint Witness Actionable Solutions® in July 2010. Verint partner Tele´Train deployed the solution, which includes forecasting and scheduling, advanced adherence and reporting functionality, in three travianet contact centers to support 170 agents. Tele´Train also trained travianet staff on the solution and provided consulting on process change management for best practice workforce management (WFM).

With more than 2,000 active affiliates nationally, travianet offers holiday booking services for consumers, travel management services for companies, and booking fulfillment services for travel portals, shipping lines, airlines, hotels and other travel operators. To accommodate its rapid growth, the organization opened two new service centers in the last year, making a total of three centers in Germany. In conjunction with the expansion, it sought to invest in a feature-rich and highly scalable WFM solution that would help anticipate customer and workforce staffing needs, schedule the right staff to meet demand and maintain a core focus on customer service excellence.

These objectives, coupled with its technology requirements, led to the selection of Verint and the purchase of Impact 360 Workforce Management in June 2010. “We have always adopted new technology to enable us to operate more efficiently. Now that we are expanding our business, we need more intelligent and time saving tools like Impact 360 to stay ahead in a rapidly changing environment,” shares Bernd Kienle, managing director at travianet. “Impact 360 will help us optimize and automate forecasting and scheduling, and its intuitive dashboard will enable seamless management of our agents.”

In addition, the organization will be able to apply historical data for a real-time view into forecasted, actual and predicted volume—including the ability to establish profiles to model contact center volume behavior for marketing measures of its clients. With the Verint solution, the company also can configure email alerts and screen notifications to ensure that staff schedules are quickly adjusted to meet changing needs.

“Verint engineered Impact 360 Workforce Management to include key traditional functionality, along with adherence and performance management capabilities—all to help organizations reduce costs by simplifying processes and staffing to meet workload,” explains Gerhard Wenzig, managing director of Tele´Train Germany.

“At Verint, we’re focused on providing robust workforce management technology in a simplified fashion—making it easier for our customers to deploy and achieve a tangible ROI from our solutions, while reducing risk and accelerating their time to benefit,” adds David Parcell, managing director EMEA for Verint Systems.

Travianet GmbH was founded as Touristikboerse Deggendorf in 1998 and is today a leading provider of travel partner programs. Effective January 10, 2006, the entire Touristikboerse business was acquired by Axis Data S.L. and the company’s name was changed to travianet GmbH. For details go to www.travianet.de.

About Tele’Train
Tele’Train specializes in software solutions and consulting services for contact centers. As a sales and service partner for Verint Witness Actionable Solutions, Tele’Train offers customers software licenses, consulting, planning and implementation services as well as coaching and support all from one source in order to optimize performance and efficiency. For details go to www.tele-train.de.

Verint® Witness Actionable Solutions® is the leader in enterprise workforce optimization software and services. Its solutions are designed to help organizations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization suite is the industry’s most unified solution set—featuring quality monitoring and recording, workforce management, customer interaction analytics (speech analytics, data analytics customer feedback surveys), desktop and process analytics, 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 organizations into customer-centric enterprises.