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(OTC:VRNT) Verint Systems, Inc. - AutoTrader.com Named ''Innovator of
the Year'' During Verint Systems' 2008 Customer Conference
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(OTC:VRNT) Verint Systems, Inc.
Wednesday June 11, 8:30 am ET Michael Boyt Honored for Leveraging
Impact 360 Workforce Management to Improve Contact Center Operations
MELVILLE, N.Y.-Verint Systems Inc. recently announced that
AutoTrader.com, a leading Internet auto classifieds marketplace and
consumer information website, has been named its 2008 ?Innovator of the
Honored during Verint?s 12th annual user conference was
AutoTrader.com?s Michael Boyt. As senior forecaster and capacity
planning analyst, Boyt was nominated and is being recognized for
introducing solutions and processes that have supported the company in
optimizing workforce performance, introducing new efficiency gains, and
aligning resources in support of both customer needs and operational
requirements. The Innovator of the Year honor is designed to recognize
workforce optimization practitioners focused on new approaches to
recently?s business challenges, along with initiatives that drive
revenue, heighten employee morale and enhance the customer experience.
With almost four million vehicle listings posted to its site,
AutoTrader.com is focused on being the ultimate automotive marketplace
for buying and selling new, used and certified pre-owned automobiles.
The company works to provide consumers with more control of the buying
process. Taking an information-oriented approach, complete with its
decision tools in Research & Compare, the company helps consumers find
the vehicles that align with their needs.
In support of AutoTrader.coms growing customer base, Boyt and his team
developed and implemented a program that leverages the Impact 360
Workforce Management solution from the Verint Witness Actionable
Solutions? business line. His approach to forecasting and scheduling
has helped the company identify peak call times, allowing supervisors
to schedule team meetings, training and community service during
periods when call volume has decreased. AutoTrader.com also leverages
the softwares shift bidding and time off manager functionality ?
features that its agents have favorably responded to.
With two sides to the business ? managing sales from automotive
dealerships and private sellers ? AutoTrader.com has experienced
impressive improvements tied to its workforce management
implementation. Under Boyt?s guidance, the team leveraged Impact 360
Workforce Management to successfully manage a 400 percent growth in
AutoTrader.com?s Private Seller Services call volume as the business
centralized support into two call centers. The group now handles over
25,000 calls per week from private sellers and buyers and maintains
under a two percent abandon rate. Further, Boyt and his team have
helped reduce costs by staffing appropriately to meet workloads, in
addition to driving business growth, and improving employee
satisfaction and retention.
AutoTrader.com is dedicated to providing our customers with a quality
service experience that exceeds expectations while also providing
flexible work options and continued training to our employees. Our
workforce management solution has allowed us to accomplish both of
these goals with expert planning and staffing for ever changing contact
volumes, says Alan Smith, vice president of customer operations,
AutoTrader.com. Were very pleased that Michael has been recognized as
Innovator of the Year for his contribution in maximizing the use of our
technology investments and applying their value within our operations.
About Driving Innovation
Driving Innovation addresses the evolution of recently?s contact
centers, branch and back-office operations in support of the customer
experience; the critical roles each play within their organizations;
and the trends and opportunities that lie ahead. The highly
anticipated, interactive annual event provides an in-depth look at the
workforce optimization market and the solutions and practices that
continue to drive its ongoing success ? focusing on WFO as a whole, as
well as the individual components that comprise it: quality
monitoring/call recording, eLearning, workforce management, performance
management and eLearning. It also highlights technology advancements
and newer market solutions making a big impact, such as VoIP, customer
feedback surveys and speech analytics. At its core, Driving Innovation
highlights winning strategies to ensure service-level excellence ? all
while maximizing technology investments to achieve key business and
customer goals both inside and outside the contact center.
AutoTrader.com, created in 1997 and headquartered in Atlanta, Ga., is
the Internet's leading auto classifieds marketplace and consumer
information website. AutoTrader.com aggregates in a single location
more than 3 million vehicle listings from 40,000 dealers and 250,000
private owners, which provide the largest selection of vehicles
attracting more than 13 million qualified buyers each month. Through
innovative merchandising products such as multiple photos and
comprehensive search functionality, AutoTrader.com unites buyer and
seller online ? dramatically improving the way people research, locate
and advertise vehicles.
AutoTrader.com is a majority-owned subsidiary of Cox Enterprises. The
venture capital firm Kleiner Perkins Caufield & Byers is also an
investor. For more information, please visit www.autotrader.com.
Profile for Verint Systems, Inc.
Verint Systems, Inc. provides analytic software-based solutions for the
security and business intelligence markets. Its analytic solutions
collect, retain, and analyze voice, fax, video, email, Internet, and
data transmissions from voice, video and IP networks for the purpose of
generating actionable intelligence for decision makers. The company
primarily offers communications interception solutions, such as
STAR-GATE, RELIANT, and VANTAGE; networked video solutions that include
NEXTIVA; and contact center actionable intelligence solutions, which
include ULTRA. Verint Systems serves government entities, global
corporations, law enforcement agencies, financial institutions,
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