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Business Need

Address Business Challenges and Capitalize on Opportunities

Business needs and challenges are a reality for every organization, regardless of size, industry, or location. That’s why Verint offers a broad range of solutions and services, including our Verint Workforce Optimization and Customer Analytics solutions, Business Impact Solutions, and a range of professional services.

Verint solutions help organizations around the world address a variety of business needs, tackle difficult problems, and capitalize on opportunities that might otherwise go unrecognized.  Better still, Verint solutions can work across the entire enterprise, as well as in more targeted areas, such as contact centers, branch operations, marketing and customer care, back-office operations, and financial compliance

With Verint solutions, you can capture and manage information about your customers and performance, then use it to address business needs and drive measurable, sustainable business results.  

Compliance

Compliance and Fraud

Compliance and fraud can pose formidable challenges for many organizations, particularly as the number of regulations—and penalties for noncompliance—escalate steadily around the globe. Verint solutions can provide organizations with the ability to capture, retrieve, and analyze interactions between employees and customers or prospective customers, as well as interactions by employees as they interact with organizational systems.

Faced with the need to address compliance and fraud, enterprises may lack an efficient, effective way to monitor, audit, collect, and report on their activities and processes. Verint’s workforce optimization and Voice of the Customer Analytics solutions can help them do so across multiple channels, including face-to-face, telephone, front and back office, digital channels, and social media.

Verint compliance and fraud solutions can help organizations identify problem areas, interactions with potential regulatory risk implications, opportunities for employee coaching and training, and more.  By acting on the insights revealed by Verint solutions, your organization can help reduce risk while improving the customer experience and overall quality of the service you deliver.   

Verint compliance and fraud solutions include:

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Cost Management

Few organizations operate with unlimited resources, even in the most robust of economies. Verint offers solutions that can address costs at many levels, helping organizations contain costs while continuing to deliver high quality customer service.

Verint solutions can provide organizations with visibility into cost drivers that may span multiple functional areas. This visibility can help organizations evolve cost management initiatives from tactical projects to strategic programs that can yield results across the enterprise. This can be especially valuable to large organizations with multiple or complex lines of business and globally distributed operations.

Verint solutions offer an array of metrics that can help different functional areas within the enterprise objectively quantify costs and share data with key decision makers.  

Verint cost management solutions include:

  • Verint Desktop and Process Analytics  for gaining insight into processes and employee desktop activities.
  • Verint Speech Analytics   for mining recorded calls and surfacing potential cost drivers.
  • Verint Workforce Management for forecasting workload and scheduling the appropriate staff to handle it.
  • Verint Time and Attendance for managing staff time more effectively and facilitating compliance with labor laws by collecting, approving, and reporting on employee time automatically across the enterprise.

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Customer Experience and Retention

Customer retention is often a direct result of the quality of the customer experience.  That’s why Verint offers solutions to address these areas holistically, as well as at more focused level.   Our solutions can help organizations gain the insight they need to develop enterprise strategies for building lasting customer relationships while helping minimize customer churn.

Verint solutions can help organizations cultivate customer relationships and address potential customer defections proactively, while offering insight into processes and practices that can play a significant role in influencing the customer experience. 

Our solutions can offer insight that goes far beyond the contact center and extends into other areas of the organization that can profoundly impact customer satisfaction and the overall customer experience, including  branch operations, marketing and customer care, and back-office operations. 

Verint customer experience and retention solutions include:

  • Verint Branch Experience Survey for understanding customer satisfaction with their retail branch bank experiences.
  • Verint Enterprise Feedback Management for providing customer survey capabilities that can be used across the enterprise.
  • Impact 360 Desktop and Process Analytics - for gaining insight into processes and employee desktop activities that may enhance or detract from the overall customer experience.
  • Impact 360 Speech Analytics for mining recorded calls and surfacing customer praise, concerns, and dissatisfaction.
  • Impact 360 Text Analytics for analyzing customer comments and sentiments expressed in text-based interactions, including social media, email, and online reviews.

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Operational Efficiency

Operational efficiency can be the key to higher profit margins and deeper shareholder satisfaction, but it can also require a continual reprioritization to balance quality of service with costs, staffing, and other resources.  Verint offers a wide range of solutions that can automate and provide insight into time-consuming processes while helping organizations make better use of their resources. 

Since operational efficiency is generally a moving target, Verint solutions can help enterprises continually monitor workload, activities, events, and staffing and adjust plans quickly to achieve efficiency goals and service-level agreements (SLAs).   Robust reporting functionality can help organizations quantify processes and other aspects of their operations, facilitating better, more informed decision making.

Verint solutions can help organizations can implement a continuous cycle of improvement and move toward a culture of operational excellence.

Verint operational efficiency solutions include:

  • Verint Personalized Guidance for providing real-time guidance to help identify the root cause of suboptimal customer/agent interactions, offer in-the-moment guidance to agents, and surface and analyze insights from those calls.
  • Verint Enterprise Workforce Optimization for enhancing service and performance across the areas of the organization that impact the customer experience.
  • Impact 360 for Back-Office Operations for automating and simplifying many activities in the back office while providing unprecedented visibility into—and data about—operations processes, staffing, and tasks.
  • Verint Branch Operations for helping bank branches better forecast workload and schedule the appropriate number of staff to handle it.
  • Verint Workforce Management for automating and simplifying the labor-intensive process of forecasting workload and scheduling the appropriate number of staff to handle it
  • Verint Desktop and Process Analytics for gaining insight into processes and employee desktop activities.
  • Verint Quality Management for ensuring the quality and consistency of customer interactions.
  • Verint Call Recording  for capturing calls and screens for compliance, sales verification, and dispute resolution.
  • Verint Voice of the Customer Analytics for examining customer interactions and sentiment across a broad range of channels and applying this intelligence across the enterprise to drive enhancements and efficiencies.
  • Verint Time and Attendance for managing staff time more effectively and facilitating compliance with labor laws by collecting, approving, and reporting on employee time automatically across the enterprise.
  • Verint Work Allocation Manager helps keep employees focused on the most important work items, while enabling managers to better monitor completion.

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Employee Performance and Engagement

Employee Performance and Engagement

Employee performance and engagement are critical to organizational success—not only in direct interactions with customers, but also in activities that can impact products, services, processes, and the overall customer experience.

Verint offers solutions to help organizations address employee performance and engagement. Our solutions range from traditional monitoring and measuring to innovative approaches to coaching, training, and desktop application usage.

Verint employee performance and engagement solutions include:

  • High-Efficiency Performance Management for helping employees gain insight into their areas of strength and weakness.
  • Voice of the Employee for engaging and listening to employees on an ongoing basis, and using this insight to cultivate a loyal, committed staff. 
  • Verint Quality Management for helping ensure the ongoing quality of customer service.
  • Verint Coaching for automating the coaching process.
  • Verint eLearning for bringing targeted lessons right to the employee desktop.
  • Verint Desktop and Process Analytics for gaining insight into processes and employee desktop activities.

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Sales Effectiveness

Many organizations struggle with leveraging their sales resources effectively. Is the right staff in place at the right time? Are the employees who sell properly coached and trained to do so? Are they focused on the appropriate activities, and are they using systems and applications correctly? Do they follow the correct processes? Verint solutions for sales effectiveness can help you answer each of these questions.

Verint solutions work across the enterprise, including the contact center and branch offices, where many sales activities take place. Our solutions offer insight and metrics that you can use to enhance processes, deploy sales staff more effectively, encourage better performance, and identify and manage the activities that may be hindering employees from reaching sales goals.

Verint sales effectiveness solutions include:

  • Verint Branch Sales Effectiveness for helping financial institutions address a range of productivity concerns, such as determining how sales associates and universal bankers spend their time within each branch.
  • Verint Desktop and Process Analytics for gaining insight into processes and employee desktop activities.
  • Verint Quality Management for ensuring the quality and consistency of customer interactions.
  • Verint Call Recording for capturing voice and screen data for sales verification purposes.
  • Verint Speech Analytics for capturing customer conversations for compliance and sales verification.
  • Verint Text Analytics for analyzing text-based interactions, including social media, email, and online reviews.
  • Verint Workforce Management for forecasting sales workload and scheduling the appropriate staff to handle it.
  • Verint Performance Management for helping employees gain insight into their areas of strength and weakness.
  • Verint Enterprise Feedback Management for capturing and aggregating customer feedback in surveys, for use in refining sales processes and techniques.

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Productivity Visualizer

Organizations struggle with lack of visibility into how their employees are managing their workday—challenging managers to translate the activity data of their employees into actionable intelligence in order to better understand how overall capacity is being used, and how they can balance production and non-production activities.

Verint offers solutions to organizations that can help managers improve their productivity visibility into daily operations and resource utilization. Verint Productivity Visualizer, enabled by Verint Services, helps organizations to improve employee skills, balance workloads and resources, track work items against service goals, analyze and improve quality and process in a timely manner.

Verint Productivity Visualizer solutions include:

  • Verint Advanced Desktop Analytics for App Analysis to capture data on employee actions and performance.
  • Verint Advanced Scorecards for specifically targeted set of KPIs configured into advanced scorecards for branch operations, back-office operations or contact center operations.

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