Advanced Strategic Desktop

Advanced Strategic Desktop provides reports on completed processes, how long they took, who performed them, and the steps involved. You can view incomplete processes, transaction values, and account data at given steps.

Application Visualizer

This capability captures application and web usage data for each employee directly from the desktop without screen captures or video, eliminating potential distractions and protecting employee privacy. Application Visualizer also groups the applications into predefined categories, such as production-related, non-production, idle, and inactive time.

Automated Quality Management

You can automate the entire contact center quality process, from scoring evaluations to assigning coaching. This capability can automatically score up to 100 percent of calls across all recorded interactions.

Compliance Trigger

Compliance Trigger ensures that the contact center is complying with the appropriate rules, regulations, and processes. It can trigger actions based on real-time desktop events, such as pausing and resuming recordings, generating pop-up alerts with process step reminders for employees.

Da Vinci Speech Transcription

The Da Vinci Speech Transcription service can accurately transcribe calls in more than 75 languages and dialects and offers high transcription accuracy, including human-readable, term-level, and utterance-level formats. Transcripts include rich metadata, such as the speaker, start and stop timestamps, confidence level, and word placement.

Experience Management

You can capture, analyze, and act on your customer and employee feedback. You can manage multichannel surveying and multimodal campaigns for deploying surveys and apply conditional logic to allow specific interactions with the audience.

Interaction Data Export Manager

You can use Interaction Data Export Manager to export all interactions and metadata outside of Verint Workforce Engagement in a non-proprietary format for analysis, archiving, or storage.

Interaction Wrap-Up Bot

Interaction Wrap-Up Bot is an AI-driven automated summarization tool that automatically summarizes the conversation between the agent and the customer in real time to automate the wrap-up. Interaction Wrap-Up Bot provides precise summary notes after the call ends. Agents can review, edit, and approve the summaries.

PII Redaction Bot

PII Redaction Bot is an AI-driven, cloud-based compliance solution. The bot leverages the Da Vinci Transcription Engine to achieve an accurate transcription of Avaya Experience Platform™ Public Cloud voice interactions and generate an accurate redaction of the sensitive PII information.

Quality Management

You can evaluate all the attributes of a customer interaction from a single screen, including voice conversations and associated screen data, messaging and chat interactions. Quality Management can help your contact center make the transition to omnichannel customer engagement.

Real-Time Agent Assist

Real-Time Agent Assist (RTAA) is a cloud-based solution that analyzes calls and desktop activities in real time and automates workflows. It automatically identifies opportunities to guide employees and provides in-context assistance and work automation solutions when certain criteria are met.

Screen Recording

Verint Workforce Engagement can capture the entire screen of the agent in a video, while the agent has an active voice interaction. Supervisors can watch which tools the agents used during the voice interaction, how the tools were used, and how quickly the agents were able to provide the information to the callers.

Speech Analytics

You can quickly build categories that reflect current customer issues across a large number of calls and instantly take action. Speech Analytics can identify themes automatically, continually refine them, and add new themes over time.

Voice Recording

You can quickly search, replay, and report on calls by topic, which reduces cost and time required for call reviews. Verint Workforce Engagement can also apply multiple tags to a single call, which is useful for working with long and complex calls.

Workforce Management

This capability helps simplify hiring, forecasting, and scheduling, even with a large number of employees and complex scheduling periods. Workforce Management uses AI and virtual interviewing to automatically assess applicants. It also helps elevate candidate quality, accelerate time-to-hire, and enhance employee retention.