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Monitronics Implements Workforce Management Software from Verint Witness Actionable Solutions

by Moni Blogger | May 20, 2008

National Residential Alarm Monitoring Organization Leverages Impact 360 Solution to Enhance the Customer Experience

DALLAS, TEXAS and MELVILLE, NY, May 20, 2008 – Monitronics, one of the nation’s largest providers of residential alarm monitoring, announced today its deployment of the Impact 360® Workforce Management solution from Verint Systems Inc. and its Verint® Witness Actionable Solutions™ business line.  Focused on providing optimal customer service and support to its more than half a million customers, Monitronics conducted an extensive evaluation, selecting Impact 360 based on the company’s solid reputation and product quality.  It was determined that the software’s ability to help improve the efficiency and productivity of call center employees and processes would enable Monitronics to meet its business needs in the most flexible way.

“The key components to successfully implementing a workforce management strategy are the ability to measure, monitor and manage the performance of all agents equally,” says Mike Haislip, President and CEO at Monitronics.  “Shift scheduling and workforce management tools allow our call center managers and supervisors to achieve these objectives.”  

“With Impact 360 Workforce Management, our call center team can better forecast, and develop more accurate planning and improved scheduling.  The additional data helps us staff the right number of agents, with the right skills at all times.”  Haislip adds, “We see great value in the data collection and reporting capabilities offered by Impact 360, and look forward to further synchronizing our performance optimization initiatives to achieve our revenue and service objectives.”

Monitronics handles inbound and outbound customer service, sales and technical support in its 450 seat Dallas-based call center.  The Impact 360 software allows Monitronics to staff each department properly and leverage performance management scorecards, both of which improve its service delivery and ability to meet or exceed customer expectations.  The company also is focused on operational efficiencies, process enhancements and staff performance through the agent adherence capabilities within the solution.  Further, Monitronics call center supervisors are leveraging Impact 360 Workforce Management to assist in scheduling agents during peak call times, leading to better call handling, lower call abandonment, higher service levels, increased revenue and improved customer satisfaction. 

“Before having access to the full capabilities provided by Impact 360, we experienced higher handle times than we’d like.  In part, this was due to not having an adherence view of our agents and a real-time tool to assist in the balance of calls and agents,” says John Mejia, Vice President Monitronics, Customer Care.  “With our new workforce management solution, we’ve changed the way we forecast and allocate our time to meet and exceed our customers’ expectations.”

About Monitronics
Monitronics is a national leader in security systems for homes and businesses.  As the country’s fourth largest provider of alarm system monitoring services, Monitronics serves over half a million customers.  Today, 680 employees and a network of more than 500 independent security professionals serve, install, and monitor state-of-the-art technology in our customers’ homes and businesses.  As a progressive leader in the industry, Monitronics strives to provide meaningful security solutions to its customers.  We serve best through innovative products, increased collaboration, and streamlined business processes.  Our vision is to provide a better more secure life for our customers, employees, partners, and investors.  

About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions™ is the leader in analytics-driven workforce optimization.  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, speech and data analytics, customer feedback surveys, performance management and eLearning.  Impact 360 helps organizations improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.

About Verint Systems Inc. 
Verint Systems Inc. (VRNT.PK), headquartered in Melville, New York, is a leading provider of actionable intelligence solutions for an optimized enterprise and a safer world.  Today, more than 10,000 organizations in over 150 countries rely on Verint solutions to perform more effectively, build competitive advantage and enhance the security of people, facilities and infrastructure.  Visit us at our website

This press release contains "forward-looking statements" within the meaning of the Private Securities Litigation Reform Act of 1995, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see the Company's Current Report on Form 8-K filed with the Securities and Exchange Commission on September 10, 2007, as supplemented by our Current Reports on Form 8-K filed on November 5, 2007, January 16, 2008, and April 9, 2008. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ. 


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