Yorkshire Water Customer Services Arm Deploys Impact 360 Quality Monitoring Software from Verint Witness Actionable Solutions, Extending Investment and Adding New Capabilities

Verint^® Systems Inc. today announced that Loop Customer Management Ltd – the sister company and customer services arm of Yorkshire Water – has deployed the next-generation Impact 360^® Quality Monitoring solution from Verint^® Witness Actionable Solutions^®. Loop provides contact center operations for Yorkshire Water, a major provider of water and sewage services to 4.7 million people and 140,000 businesses across Yorkshire, U.K.

Yorkshire Water is an existing Verint customer and user of the company’s quality monitoring (QM) and call recording technology at its Regional Operational Control Center located in Bradford. Its sister company and customer services provider, Loop Customer Management Ltd, which has a 500 seat contact center, implemented the Impact 360 software to capture, evaluate and learn from customer interactions. As part of the implementation, Yorkshire Water and its customers will benefit from the encryption capabilities within Verint’s unified, analytics-driven Impact 360 Quality Monitoring solution. Encryption delivers enhanced compliance and support for PCI (Payment Card Industry) customer data security regulations.

Loop Customer Management is using Verint’s QM solution to capture both customer conversations and associated agent desktop activities, providing a complete record of each interaction. Callers to the Loop contact center benefit from an added layer of encryption and secure storage environment, supporting the PCI Data Security Standard for the protection of sensitive cardholder and credit card details for Yorkshire Water customers.

Further, Yorkshire Water’s Regional Operational Control Center handles environment agency and police emergency calls, which also are recorded and stored by Impact 360 for compliance purposes.

According to John Beresford, Senior IT Professional on Yorkshire Water’s Contact Center Technology Team, "In addition to advanced features, such as PCI compliance, Yorkshire Water can benefit by using Impact 360 to help unlock significant productivity savings within the business. For example, retrieving archived interactions used to take at least half an hour, but with Impact 360 the whole process is fully automated. Thanks to Impact 360, specific calls can be retrieved simply and quickly, freeing up our team leaders to spend more time on essential activities, such as quality monitoring and coaching.”

Beresford adds, "We also use Impact 360 Quality Monitoring to listen to customer interactions and identify ways to enhance our customer service, as well as evaluate and improve staff performance and training. Being able to capture both voice and data helps us assess not only what agents and customers are saying, but also the specific context for those interactions, with full details of the applications used and processes completed. This provides invaluable support for our IT function in responding to incidents. With Impact 360, we have a powerful mechanism for capturing and learning from our customer interactions.”

"Yorkshire Water is committed to analyzing all its interactions, not just to meet its compliance obligations, but also to understand the reasons why customers are calling and to identify emerging trends. Thanks to Impact 360’s robust recording of voice and screen activity, fast retrieval of historical calls for queries, and training capabilities that support agent development, Yorkshire Water is ideally placed to take advantage of the wider business benefits that result from a unified quality monitoring/recording approach,” says David Parcell, managing director, EMEA for Verint Systems.

About Yorkshire Water

Yorkshire Water is the main subsidiary of The Kelda Group and provides water and sewage services to 4.7 million people and 140,000 businesses in Yorkshire. Its turnover in 2006/7 was £876m, and it employs 2,198 people. Its business strategy is to be clearly the best water company in the U.K. and to focus on striking the right balance between service, compliance, value, people, partners and society. For more information www.yorkshirewater.com.

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 April 16, 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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