Verint Systems Inc., of Melville, says its new version of workforce monitoring software has been approved for use with a major telecommunications system provider, Cisco Systems Inc.
The approval comes after interoperability testing, based on Cisco’s criteria for its Unified Communications Manager 8.5 and Unified Contact Center Enterprise 8.0, Verint said Monday.
In early trading Monday shares of Verint were down $0.88 to $30.32; its share prices is down 5.2 percent in the past year. The company showed a $26.2 million profit on $744.8 million revenue in the past year.
“The combination of Cisco infrastructure and Verint’s software and services allows organizations to gain valuable insights into caller issues, guide customer service agents and back-office operations personnel toward timely first-contact resolution, improve staff productivity, and increase customer satisfaction and loyalty," John Bourne, a Verint senior vice president, said in the Monday statement.
In addition to voice analysis software Verint, with a workforce of 2,900 and a market capitalization of $1.18 billion, also makes systems to monitor video feeds.
Verint this fall moved ahead adapting its technology for the retail store marketplace. Using video feeds from store surveillance cameras, Verint's software will analyze customer traffic, cash register lines and waiting times, patterns of shoppers' movements through the aisles and other visual data. It can help create highly accurate shopper volume measurements and compute customer waiting time at the register -- allowing schedulers to improve staffing decisions, the company says.
Also this fall Verint said it has a new contract putting it at the heart of the Port Authority's plans to detect and prevent crime and terrorism at the planned World Trade Center transportation hub. Verint's software will analyze massive video streams from doorways, platforms and key offices such as the electrical and telecommunications rooms. The goal of such computerized video analysis is to give police immediate notice of possible threats or emergencies.