Verint Workforce Management

Organizations have long been recording interactions between their customers and employees for liability protection, compliance, and quality management purposes. While these recordings can contain massive amounts of useful information, extracting actionable intelligence from them quickly can be challenging. Verint Interaction Recording is a single, prepackaged solution that combines call recording with the power of speech processing, helping you get more value from captured interactions.

Verint Cloud offers Interaction Recording to capture, index, archive and retrieve interactions across voice, video, chat, social media, face-to-face, and other unified communication platforms. Moreover, it can automate call tagging by using out-of-the-box call disposition topics, as well as topics that you define.

An omnichannel interaction player presents all interaction attributes in one place, making it easier to listen, view, analyze and take action. Verint Interaction Recording is easy to maintain, with proven reliability, and many redundancy options.

Because our interaction recorder is cloud-based, it can be easily extended to seamlessly capture all types of engagement as your communication platforms change through your digital transformation initiatives.

Along with managing interaction data, Verint also captures rich contextual data, providing an omnichannel view of your customers’ journey. You can easily search and replay captured interactions and the associated digital data, regardless of where they were recorded in your enterprise. What’s more, you can share these interactions throughout your business, providing insight into customer and staff behaviors to help drive decision-making.

Today, many contact centers are doing more than traditional quality monitoring – they’re using ‘voice of the customer’ intelligence captured across multiple channels to help them engage customers more effectively and drive better decisions on products, services, and processes. 

Verint Quality Management can help your contact center make the transition to omnichannel customer engagement. With this proven solution, you can efficiently select and evaluate large numbers of interactions across communication channels based on business relevance, employee performance, and customer input. It’s a practical way to gain insight that would be difficult, if not impossible, to achieve by randomly sampling a small number of interactions and evaluating them against inwardly focused metrics and processes.

With Verint Quality Management, you can evaluate all of the attributes of customer interaction, including voice conversations, associated screen data, text-based interactions (such as chat), and video, right from a single screen. The solution’s omnichannel interaction player provides personalized access to speaker-separated audio waveforms, speech analytics categories, emotions, keywords, interaction tags, annotations, screen recording, applications used by employees, and employee profile information.

Verint’s Smart Inbox feature automatically delivers the desired type and number of interactions to be evaluated for each employee based on business rules. Evaluators can review interactions from multiple channels in a channel-agnostic, consistent manner – a benefit to help you deliver a true omnichannel experience to customers.

We’ve reimagined how to make Workforce Management software easy to use in an increasingly complex environment. You can trust that the right people are scheduled at the right time and maintain the focus on the needs of the customers.

With Verint Workforce Management, you can have flexibility, ease, and empowerment without sacrificing customer experience. With fewer clicks to make a full-featured cloud deployment, more flex scheduling options, a simpler way to manage work across the enterprise, and a single schedule across locations, channels, and telework, you can improve both customer and employee satisfaction.

Our Verint Workforce Management solution includes mobile apps for agents and supervisors. Within these, employees can manage their schedules while on the go. Agents are empowered to quickly make schedule adjustments from their devices with automated approval rules. Verint Workforce Management includes Flex Time Off Requests, Task and Channel Switching, and Innovative Shift Swaps.

Verint Workforce Management Scorecards will provide insight into what employees are doing, how effectively they are performing, and where they need to sharpen their skills. Our solution provides automatically triggered coaching sessions, insight into productivity metrics by channel type and comparison to goal, out-of-the-box workflows for alerting outlier performance, automation workflows to update shift and vacation bidding based on performance, and pre-built integrations into multiple third-party sources for external KPIs.

Although consumers have embraced digital channels for many types of interactions, they often turn to contact centers as their channel of choice for difficult or complex issues. This means that contact center agents require the tools to help them deliver service in multichannel and omnichannel environments.

Verint Employee Desktop™ is a dynamic, easy-to-use, multichannel, and knowledge-based desktop that provides unified access to the applications and information required by employees handling customer cases. Combining knowledge management, case management, and channel management technologies into a single platform, the solution allows employees to work with customers and cases across a variety of channels, including telephone, email, chat, and mobile. It can empower your employees and support their decision-making to help people provide differentiated and personalized customer service.

Knowledge management within the Verint Employee Desktop helps your employees gain a 360-degree view of the customer and all the information relevant to the context of the customer’s interaction (customer’s profile, previous interactions, and the products and services used by the customer), thus empowering the agent to provide a highly personalized experience. Process and case management tools can help employees handle interactions easily, efficiently, swiftly, and correctly.

The solution’s process management capability helps ensure that all customer cases are logged and monitored in accordance with service-level agreements. A rich integration framework integrates customer service case management processes to legacy systems, such as CRM, ERP, and ECM, helping eliminate the application switching that can cause frustration for the employees and delays for the customer.

Verint Employee Desktop also includes an activity stream viewer that provides real-time notification and discussion features to facilitate collaboration between employees and supervisors. It can help organizations address the limitations of email-only employee communication while supporting the collaboration needs of today’s contact center workforce.

 Managing performance and productivity is no easy task, given the multiple functions, disparate systems, and complex processes typical of today’s customer service teams across the enterprise. A robust and unified performance management program can help organizations reimagine workforce management and work toward their goals of optimizing cost, quality, and service. Through a continuous loop, data-driven process, you can set and communicate goals across the organization. 

Verint Performance Management provides a single, standardized framework for tracking, managing, and improving individual and team performance across the organization – from contact centers to back-office operations. It can help your organization implement a continuous process for managing performance across your business. With improved performance, you can lower costs and boost productivity while improving the customer experience.

As part of the solution, Verint Performance Management also includes:

• Verint eLearning: Deliver web-based functionality to provide lessons and training to employees directly on their desktop
• Verint Coaching: Provide out-of-the-box workflow for scheduling, delivering, and tracking coaching. This is integrated with individual quality monitoring evaluation scores to help your organization provide employees with better guidance on how to develop and enhance their skills.

A wealth of insights reside on the employee desktop. Verint can help you capture employee activity directly from the desktop to understand how employees are spending their time, even if they work from home. This can help identify if an agent needs coaching or share the best practices of your top performers.

Verint Application Triggers can tag interactions and processing points with descriptive data, such as work type, customer ID, work item identifier, and more. This data can be used to enhance your quality management programs by enabling both random quality sampling as well as targeted reviews and audits. Interactions can also be tagged for Personally Identifiable Information (PII) to help ensure PCI compliance (Payment Card Industry Data Security Standards)

In addition to government and industry regulations and compliance, you have your own internal processes and protocols you want your agents to follow. With Verint Application Triggers, events on the desktop can trigger an alert to the agent that a specific action is needed. Application Triggers help to power Verint Real-Time Agent Assist, a solution that provides in-the-moment, contextual guidance to help novice agents learn on the job and give veteran agents confidence in their job skills and knowledge.

Nothing can tell you more about your business than analyzing your customer calls. Call recordings are a gold mine of rich insights about customer satisfaction, customer churn, competitive intelligence, service issues, agent performance, and campaign effectiveness. 

However, the sheer volume of phone calls exceeds the contact center’s ability to manually review and analyze them. Manual review can process only a fraction of calls using unsophisticated analysis. 

Verint Speech Analytics is the most-used and highest-rated speech analytics application on the market. By transcribing 100% of recorded calls, it can automatically discover and analyze words, phrases, categories, and themes. With Speech Analytics, you can enhance contact center performance with insights to reduce agent handle time and repeat calls, discover customer insights regarding satisfaction, business issues, competitive intelligence, and marketing campaigns, reduce churn through contact center recordings, and improve your quality monitoring by reviewing large samples and specific call types.

Powered by Verint DaVinci AI & Analytics, we put unmatched transcription and comprehension accuracy at your fingertips. With Verint, you can accurately process voice with complete speaker-separated transcription for 100% of customer interactions.