Verint® Systems Inc. announced that its next-generation Impact 360® Workforce Optimization suite from Verint Witness Actionable Solutions® has added a multitude of industry awards across its unified, analytics-driven, enterprise-enabled solution set.

Technology Marketing Corporation’s “IP Contact Center Technology Pioneer” Award

The 2010 IP Contact Center Technology Pioneer Award recognizes companies that offer an outstanding IP contact center product or service. Verint’s Impact 360 IP Recording solution, which captures, indexes and retrieves up to 100 percent of customer interactions, was acknowledged with the accolade based on its stand-out features, functions and capabilities-all of which set it apart from others in the space.

Call Centre Helper Magazine’s “Top 10 Technologies”

Impact 360 Workforce Management and Impact 360 Customer Feedback were both named to Call Centre Helper’s Annual Top 10 List, an end of 2009 ranking based on what readers felt were the top contact center technologies. Verint’s workforce management software automates forecasting and scheduling to deploy the right staff, with the right skills, at the right time. Its customer feedback solution uses short, context-sensitive, dynamic surveys to capture data on products, processes, staff performance, and customer loyalty and satisfaction levels in real time. The company was the only WFO solution provider acknowledged, and the only organization to have two products recognized.

ATA “Technovation Award”

The American Teleservices Association (ATA) selected Impact 360 Speech Analytics for its 2009 Technovation award. The solution was honored for its ability to provide key insights and actionable intelligence from customer interaction recordings; proactively identify call drivers, along with the related product, process and service issues that often originate in areas outside the contact center—such as back-office functions; surface emerging trends, opportunities and competitive influences; and then make that business intelligence available enterprise-wide.

Technology Marketing Corporation’s “CRM Excellence” Award

Impact 360 Quality Monitoring was selected as a TMC 10th Annual CRM Excellence Award winner for its ability to help extend and expand the customer relationship to become all encompassing, covering the entire enterprise and lifetime of the customer. The software helps increase operational effectiveness, reduce liability and improve the customer experience, and includes agent evaluation and reporting capabilities with optional speech and data analytics.

SearchCRM.com “Product of the Year” Award

SearchCRM.com’s 2009 Product of the Year program highlights the best CRM and call center offerings introduced in the past year. Verint’s Impact 360 Workforce Optimization suite was selected as the winner in the workforce optimization (WFO) category based on the criteria of innovation, performance, ease of integration into environment, ease of use and manageability, functionality and value. The solution helps organizations extract and analyze valuable information from customer interactions-enabling more proactive decisions for optimizing the performance of service operations and improving the customer experience.

Internet Telephony’s “Product of the Year” Award

The editors of Internet Telephony recognized Verint for its dedication to quality in context to the growth of the IP communications industry. Achieving the latest 2009 Product of the Year status, the company’s Impact 360 Recording solution-which allows organizations to capture, index and retrieve customer interactions for compliance, sales verification and more-was selected for product vision, leadership and thoroughness.

Customer Interaction Solutions’ “Product of the Year” Award

The editors of Customer Interaction Solutions selected Verint’s Impact 360 Workforce Management for its continued focus on product and service innovation. Designed to automate and simplify forecasting and scheduling, the solution helps organizations reduce costs by staffing appropriately to meet workload, while enhancing employee effectiveness and retention with eLearning and agent self-service capabilities. The 2009 award emphasizes the company’s commitment to improving the customer experience, as well as driving ROI for companies that serve them.

Communications Solutions “Product of the Year” Award

The Communications Solutions 2009 Product of the Year awards are presented to companies that have created innovative products and services that facilitate voice, data and video communications-or a combination of them. Impact 360 Quality Monitoring was one such list maker, recognized for its ability to help organizations use captured data from the telephone, email, and the web to increase revenue, manage performance, processes, and costs, and enhance customer satisfaction.