Impact 360 Workforce Optimization Presenter Title Event (if applicable) Date

1. Impact 360 Workforce OptimizationPresenterTitleEvent (if applicable)Date

2. About Verint

3. Verint At A Glance VERINT LEADERSHIP THE NETHERLANDS GERMANY POLAND Founded 1994 and based in Melville, NY A top 100 global software company A top 30 US enterprise software company More than 10,000 customers in 150 countries THE UNITED KINGDOM CALIFORNIA 15 YEARS FRANCE COLORADO HONG KONG WFO Overall Market Leadership in WFO1 CANADA TOP 100 Analytics CHINA Speech Analytics Market Share Leader2 JAPAN MEXICO Over 450 patent registrations and applications TOP 30 Innovation GEORGIA FLORIDA INDIA Security 50 World Wide Leader in Video Security AUSTRALIA MASSACHUSETTS MARYLAND NEW YORK NEW JERSEY VIRGINIA 10,000+ BRAZIL SINGAPORE Global Leader in Actionable Intelligence®Solutions 1 Datamonitor Nov ‘08 2 DMG Aug ‘08

4. Why Verint - Market Share

5. Combined Market Share Internet Protocol (IP) Recording Workforce Optimization with Recording Speech Analytics Quality Monitoring 2008 Speech Analytics Market Report, DMG Consulting (based on number of implementations) 2008 Voice/Data Recording/ Speech Analytics Market, Tern Systems (based on CSR shipments) 2009 Quality Management/Liability Recording Market Share Report, DMG Consulting (based on total IP recording revenue) 2009 Quality Management/Liability Recording Market Share Report, DMG Consulting (based on WFO and recording revenue) Verint Witness Actionable Solutions Closest Competitor Next Closest Rest of Market Workforce Management Workforce Management Services Workforce Optimization Services Workforce Optimization 2008 North American Agent Performance Optimization Markets, Frost & Sullivan (based on product and services revenue) 2008 North American Agent Performance Optimization Markets, Frost & Sullivan (based on WFM+QM revenue combined) 2008 North American Agent Performance Optimization Markets, Frost & Sullivan ( based on WFM+QM service revenue combined) 2008 North American Agent Performance Optimization Markets, Frost & Sullivan (based on WFM services revenue)

6. WFM Market Share Growth Leader +31% 22% 21% 20% 19% 18% 17% 16% 15% 14% “Verint-Witness showed the largest gain, 4.9 share points or a 31% increase in market share over two years” Source: The Pelorus Group, 2009 World Contact Center Workforce Management Systems Market 2006 2007 2008

7. Verint: the WFO Leader 2008 & 2009

8. What is WFO?

9. What If You Could … • Managers - Consolidate agent management activities • Analysts - Expand investigative capabilities • Quality Assurance - Enhance coaching opportunities • Training - Automate training requests • System Administrators - Centralize administration • Executives - Drive customer loyalty, top line revenue, customer service operating margins and compliance through continuous performance improvement You can - with a Workforce Optimization strategy

10. What is Workforce Optimization? A strategy that helps companies better managethe people, process and technologiesassociated with the customer experience Process Delivered by People Enabled by Technology Reduces Costs lImproves Customer Experience lIncreases Revenue

11. Six Building Blocks of Workforce Optimisation • Benefits include: • Reduced administrative costs • Management process synergies • Enhanced ease of use due to a single interface • Streamlined reporting and analysis

12. Analyst Validation of WFO • “ The costs associated with the purchase of multiple siloed tools from a range of disparate vendors will be significantly higher than a suite from one provider.” • “Once integrated, the functional domains begin to complement each other, and provide incremental business value.” • Recommendation: • Work toward an integrated WFO vision as part of a long-term strategy for improving short-term efficiencies and long-term effectiveness by reducing the vendor portfolio by one, as part of each planned upgrade. Source: Gartner, “Magic Quadrant for Contact Center Workforce Optimization,” Jim Davies, September 26, 2008 Source: Gartner, “Embrace Contact Center WFO to Optimize Agent Cost Containment” Jim Davies, March 5, 2009

13. TARP study of customer complaints 20 • Agents ___% • Poor training • Don’t follow policy • Bad attitude • Company ___% • Product / service problem • Broken processes • Billing errors • Customer ___% • Customer error • Misaligned expectations 65 15 Source: TARP study of customer complaints (200 large firms)

14. Unified, Analytics-Driven, Enterprise Enabled WFO

15. Verint’s Unified Suite of Applications SPEECH, DATA AND SCREEN ANALYTICS PERFORMANCE MANAGEMENT WORKFORCEMANAGEMENT QUALITY MONITORING eLEARNING & COACHING AGENTS CUSTOMER FEEDBACK Get Immediate Answers to “Where?” and “How?” Increase Productivity Improve Agent Performance Automatically Assign Learning Increase Productivity Improve Adherence Focus QM on the Calls that “Matter Most” Streamline Quality Monitoring Track and Analyze Agent/Group KPI Performance Determine Root Cause of KPI Performance Decrease Costs Reduce Adminstrative Overhead and Save Money Less Agent Training Required Automatically Quality scores to F&S for scheduling Pass F&S and Adherence stats to Scorecards Automatically send learning and coaching assignments to F&S for scheduling Pass evaluation scores to Scorecards Unified interface for agent Schedule/Scorecard/eLearning/Coaching access Pass survey scores to Scorecards Pass survey scores to evaluation form Pass competencies and training scores to Scorecards Drill to interaction from survey Pass Speech Analytics categories to the Scorecards Pass call details to data analytics Drill to interactions from Scorecards Pass QM scores to data analytics Drill to Adherence from Scorecards Automatically prioritize calls for review based on speech category Performance-driven learning and coaching Drill to interactions from analytics results Immediately assign lessons from evaluations Alerts & Notifications Pop-up alert to agents on upcoming eLearning and Coaching events Single Sign-on Pop-up alert to agent on schedule change Exit Unifications Central Add, Change, Remove Drill to call/live monitor and record from Adherence

16. Verint’s Analytic Tools • Provide actionable intelligence from customer interactions • Deliver a 360 degree view of customer experience • Automatically surface trends without predefinition • Drive workflow through the organization

17. Verint’s Enterprise Enabled Solutions • Help determine if root cause of problems are outside the contact center • Provide a workflow to leverage findings outside the contact center • Extend WFO beyond the contact center - into the back office, branches, remote workers and customer service operations • Offer enterprise-scale architecture;no matter how many sites you have or how virtual your organization is

18. WFO in Back Office Operations Productivity improvement • Reduce variance between best/worst staff process times • Ensure staff stays on-task throughout the day • Reduce over/under staffing costs/penalties Accuracy & reduced rework • Use “Black Box” evidence to improve process • Target training at just those needing it , when needed • Base task standard effort on hard, objective data Better, timely decisions • Identify performance trends and respond quickly • Base actions on hard facts, not best guesstimates • Track post-decision progress and organizational buy-in

19. Industry Validation of Verint WFO “Verint's vision for WFO spans the front and back office and is, by far, the most executed on through the creation of a dedicated enterprise division…” “The depth and breadth of Verint’s integrated Impact 360 portfolio merges the best from Witness Systems and Verint’s product lines…” “Verint’s desire for true WFO solution unification creates a strong value proposition...” Source: Gartner, “Magic Quadrant for Contact Center Workforce Optimization,” Jim Davies, September 26, 2008

20. Verint WFO Delivers ROI • Decreased call volume by 22 percent • Doubled contact center recurring revenue over previous year • First contact resolution increased 33 percent to 85% from low of 63% • An additional 10,000 minutes of productivity per week (equivalent of 4 FTEs) • Approximately $1 million in headcount cost savings through more optimized scheduling • Adherence of 94% across departments and lowering attrition by 55% • Reduced headcount by 30 percent

21. Industry Leadership and Awards Magic Quadrant for Contact Center Workforce Optimization “Leader” – Highest Issued WFO Rating MarketScope for Contact Center Quality Management MarketScope for Contact Center Workforce Management “Strong Positive” – Highest Rating for Each Workforce Optimization Technologies Decision Matrix Highest Technology Assessment; Top “Short List” Rating

22. The market for WFO

23. 2009 Market Drivers IP recording exceeds TDM for the first time Strongest WFO add-ons: Speech, survey, performance management and coaching Speech analytics becomes expected WFO component and potential driver for back office WFM adopted outside contact center in back office operations DMG Consulting 2009

24. WFO Market Growth Projections

26. The Product

27. Manage Risk and Ensure Compliance Compliance Recording Analytics-Driven WFO Data Analytics Speech Analytics Customer Feedback Traditional WFO Performance Mgt eLearning Enterprise Value WFM Quality Monitoring Record, Store & Playback Compliance and Liability Agent/Center Performance Customer Experience Operational Effectiveness Complexity of Objective

28. Strategic Application for Contact Centers Quality Monitoring Analytics-Driven WFO Data Analytics Speech Analytics Customer Feedback Traditional WFO Performance Mgt eLearning Enterprise Value WFM Quality Monitoring Record, Store & Playback Compliance and Liability Agent/Center Performance Customer Experience Operational Effectiveness Complexity of Objective

29. Rules-based recording easy to set up Random Schedule-based Event-based Easy playback of recorded sessions Evaluation forms are simple to create and auto-populate with information Evaluation screens are easily created and modified Comprehensive built-in reports and ad-hoc report writer Searches are easy to perform Easy to Use and Intuitive Reduces admin & training costs

30. WFM - a key Building Block of WFO WFM includes eLearning and Performance Management Analytics-Driven WFO Data Analytics Speech Analytics Customer Feedback Traditional WFO Performance Mgt eLearning Enterprise Value WFM Quality Monitoring Record, Store & Playback Compliance and Liability Agent/Center Performance Customer Experience Operational Effectiveness Complexity of Objective

31. WFM – More Than Forecasting and Scheduling • Workforce Management • Sophisticated and flexible techniques for accurate forecasts and schedules • Patented algorithms targeted at inbound and/or outbound scheduling that manage unique differences in call activity • Individual Skill and proficiency-based scheduling • Advanced Adherence management tools • ‘What-If’ scenarios with Agent Profiles (Phantom agents) • Strategic Planning • Long term strategic planning – Trending and Special Event handling • Unique Workforce Optimization Integrations include • Unified Interface • Scheduling of eLearning • Drill to Interaction from Adherence and Scorecards • Quality Scores in Scheduling

32. Optimize Forecasts and Schedules • Individual agent skill and proficiency • Single, multi, virtual and outsourced sites • Inbound and Outbound • Multi-media – phone, e-mail, & chat • Back Office work • Outsourcer coordination • Events and training • Powerful work patterns and rules • Multi-week scheduling • Agent-defined preferences • Easy to use Outbound Service Level goals are easy to set

33. eLearning Optimally Schedule Learning Breaks • Minimize training getting delayed or cancelled • Immediately correct and improve agent skills Learn with Minimal Impact on Service Levels

34. Customer Feedback & Speech Analytics deliver the Why factor! Analytics Driven WFO Analytics-Driven WFO Data Analytics Speech Analytics Customer Feedback Traditional WFO Performance Mgt eLearning Enterprise Value WFM Quality Monitoring Record, Store & Playback Compliance and Liability Agent/Center Performance Customer Experience Operational Effectiveness Complexity of Objective

35. Customer Feedback • How it works: • Customer calls Contact Center • At end of call, two options: • agent asks for feedback and transfers caller to automated Customer Feedback system • Program “return vector destination” in VDN to auto transfer upon agent disconnect (blind transfer) • CF System asks dynamic questions about the customer interaction • Customer uses keypad to provide feedback • Customer can also leave verbatim feedback • Business acts on real-time feedback through alerts

36. Getting a Complete View of Customer Experience Bring insights to the surface from interactions that would otherwise be ignored SPEECH ANALYTICS & CUSTOMER FEEDBACK Can analyze all calls EVALUATED FOR AGENT QUALITY

37. Speech and Data Analytics Customer Complaints • Brings the root cause of key business issues to the surface • Continuously mines all calls surfacing top drivers • No need to predefine terms or reprocess calls • Non-categorized calls are used as a reference group delivering true root cause for every category or search results Change policy Technician didn’t show Activity fees Wrong information