Verint Witness Actionable Solutions Becomes Contact Center Market Share Leader

Business Wire, Sept 6, 2007

Industry Analyst Reports Validate Market Share Leadership for the Combined Verint and Witness Systems Organization

MELVILLE, N.Y. -- Verint Systems Inc., a leading provider of analytic software-based solutions for workforce-enterprise optimization and security, today announced that according to recently published industry analyst reports, Verint Witness Actionable Solutions has become the contact center leader in workforce optimization, analytics, quality monitoring, performance management and training.

Recent research studies collectively validate that more enterprises are selecting Verint Witness Actionable Solutions in favor of competitive offerings. These reports reveal that the combined market shares of Verint and Witness Systems lead in the following categories:

* Workforce optimization market share with 47 percent

* Contact center analytics market share with 47 percent (and 60,000 seats in production)

* Quality monitoring with 61 percent market share

* Performance management with 57 percent market share

* Training market share with 40 percent

Driving Contact Center and Enterprise Performance with Workforce Optimization

As reported by one of the IT analyst firms, the combination of Verint, Witness Systems and Mercom's revenue and market shares for 2006 quality monitoring/recording and workforce optimization was 47 percent - approximately 12 percent higher than the next closest vendor in the category.

Delivering High-Value Intelligence with Analytics

According to Datamonitor, a business information company specializing in industry analysis, and its "Trends and Technology in the Recording Industry: H2 2006" report, the combined Verint and Witness Systems represent 47 percent of the contact center analytics market, a market share that is 20 percent higher than the next vendor. Further, a separate industry analyst firm - which reports speech analytics as one of the fastest growing segments of the contact center market - shows that Verint and Witness combined are capitalizing on this trend and leading with 60,000 seats in production, more than any other competitor.

Maximizing Customer Intelligence with Quality Monitoring

Tern Systems, a market research firm specializing in computer telephony, cites the combined Verint and Witness Systems organization as the leader in quality monitoring. In its annual "Voice/Data Recording Markets, Products, Suppliers 2007" report, the combined Verint and Witness leads the market with 61 percent of the 2006 quality monitoring CSR shipments, compared to the next closest competitor with 12 percent.

Aligning Center and Enterprise Objectives and Measures with Performance Management

Another IT industry firm reports that Verint and Witness Systems have triple the market share in the area of contact center performance management. The combined organization leads with 57 percent market share, trailed by its next competitor with 16 percent.

Creating Consistent and Effective Training with eLearning

Datamonitor also reports that when combined Verint and Witness Systems' market share for the second half of 2006 totals 40 percent in the training category. This translates into more than three times the market share of the next leading position.

"This collective research helps reinforce for our customers that we are the safe choice for their workforce optimization and analytics investments in their contact centers, branches and even in the back office," says Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions. "Third-party industry analyst validation of Verint and Witness' market leadership further reinforces the impact and value of the Verint and Witness combination for our customers, partners, employees and shareholders. We remain strongly committed to delivering innovative solutions to the market, helping organizations streamline business processes and enhance customer loyalty - and look forward to continuing the momentum."

For more information about the reports cited, visit Datamonitor at www.datamonitor.com and Tern Systems at www.ternsystems.com.

About Verint Witness Actionable Solutions

Verint([R]) Witness([R]) Actionable Solutions was formed as a result of the company's successful combination with workforce optimization provider, Witness Systems. Verint Witness Actionable Solutions enables organizations to capture and analyze customer interactions, improve workforce performance and optimize service processes in contact center, branch and back-office operations. With the industry's broadest portfolio of innovative solutions for customer service analytics, workforce optimization, quality monitoring/full-time recording, workforce management, eLearning, performance management and customer surveys, Verint Witness Actionable Solutions helps companies uncover business trends, discover the root cause of employee and customer behavior, and power the right decisions to help ensure service excellence and achieve continuous performance improvement across every aspect of customer operations.