One of the UK’s Largest Independent Investment Managers for Private
Investors Implements Verint Recording Solution Across 39 UK Offices to
Deliver on FSA Regulatory Obligations
Comprehensive Multi-Site, Front- and Back-Office Call Recording to Provide
Mission-Critical Levels of Compliance
LONDON, UK and MELVILLE, N.Y., October 13, 2009 — Verint® Systems Inc. today
announced that Brewin Dolphin Ltd., one of the UK’s largest independent
private client investment managers, has implemented the next-generation
Impact 360® Recording software from Verint® Witness Actionable Solutions®.
Deployment of the new full-time recording solution serves as an extension to
the company’s current use of Verint call recording technology, which was
selected to support Brewin Dolphin’s front- and back-office operations
across 39 UK regional offices, including its major centers in London,
Newcastle and Edinburgh.
Impact 360 Recording is designed to offer the highest levels of resilience,
supporting Brewin Dolphin’s multi-site contact center and back-office
operations in adhering to the latest UK Financial Services Authority (FSA)
compliance recording guidelines. In selecting the technology, a key
requirement for the company was the ability to record all customer-related
calls from any handset across the organization–front or back-office–in order
to meet the management information demands of the FSA’s Treating Customers
Fairly (TCF) initiative.
Brewin Dolphin previously had approximately 500 Impact 360 Recording
licenses in place. This implementation–secured by Verint partner
Sabio–provides an additional 1,700 licenses, enabling full recording
coverage for all Brewin Dolphin front and back-office staff, irrespective of
location.
“When you’re working with 130,000 different clients and managing significant
funds, it’s essential to have records of all customer interactions,
regardless of where and how the contact was made,” comments Ian Spillett,
Brewin Dolphin’s Head of Voice and Data. “Working with Verint’s
implementation partner, Sabio, we’ve been able to develop a true multi-site,
full-time recording infrastructure using Impact 360 Recording. It provides
the reliability and security we need to ensure our processes and management
information meets the FSA’s Treating Customers Fairly obligations.”
“We wanted a recording approach that would provide complete compliance
protection across our network of UK offices, and we were particularly
impressed by the Impact 360 software based on our past experiences,” adds
Spillett. “Partnering with Verint in this way allows us to leverage a fully
resilient solution that enables each of our regional offices to record at
our central hub backed up by a regional disaster recovery center.”
“We’re delighted that Brewin Dolphin chose to extend its commitment to
Verint and our Impact 360 Recording solution. This contract reinforces our
ability to support the growing number of major organizations–such as Brewin
Dolphin–that need to deploy multi-site, full-time recording across their
entire business. The combination of our award-winning technology and
Sabio’s proven implementation expertise has given Brewin Dolphin exactly the
solution it required,” says David Parcell, managing director, EMEA for
Verint Systems.
About Impact 360 Recording
Impact 360 Recording helps businesses capture, evaluate and store complete
customer interactions. Leveraging the full-time recording solution,
organizations benefit from robust, reliable voice recording, search and
replay, along with real-time monitoring. With Impact 360 Recording, they
can quickly access recorded calls, identify trends and patterns, satisfy
compliance and regulatory requirements, and help deliver high-caliber
customer experiences.
About Brewin Dolphin Ltd.
Brewin Dolphin is one of the largest independent investment managers for
private investors in the UK, and manages over £17 billion of funds for over
130,000 private clients and, of this, £10 billion is on a discretionary
basis. Brewin Dolphin has 40 offices throughout the UK and Channel Islands.
Brewin Dolphin Investment Banking is corporate adviser to 120 corporate and
100 institutional clients, and is a FTSE 250 listed company. Visit
www.brewin.co.uk
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the leader in analytics-driven
workforce optimization software and services. 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,
eLearning and coaching. Impact 360 helps 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 www.verint.com
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 and the Form NT-10Q filed on September 9, 2009. 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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