Application Triggers
Ensure PII, PCI, regulatory, and best practice compliance.
Ensure call recording compliance
Call-recording compliance is increasingly difficult. Regulations protecting consumers are increasing, especially around personal identifiable information (PII), including GLB Act, FTC Act, GDPR, PIPL, CCPA, and HIPAA, and financial information like bank account and credit card numbers (PCI – Payment Card Industry Data Security Standards).
Luckily, Verint offers several solutions that help protect consumer information, including Verint Application Triggers. Based on employee desktop activity, this application enables you to:
- Trigger actions, like call-recording pause and resume and redaction
- Trigger real-time prompts to give procedural guidance
- Tag interactions that contain PII and other sensitive data
Trigger compliance actions based on desktop activity
Key capabilities that drive quality, compliance, and efficiency
Trigger compliance actions
Generate real-time actions based on desktop events to help ensure compliance with various regulatory requirements, most notably PCI and PII regulations.
- Send pause and resume commands to call and screen recorders to prevent PCI and PII data from being captured in recordings.
- Reduce post-call redaction issues.
- Minimize fines and penalties for breach of compliance.
Non-compliance for PCI fines can vary from $5,000 to $100,000 per month, with additional costs required to resolve and repair potential damages.
Check out the Report
Trigger real-time prompts
Create real-time, contextual pop-up prompts for employees based on desktop events and activity.
- Improve CX and EX by providing real-time guidance and process compliance
Speed time to proficiency and reduce QM and employee training costs while increasing operational efficiency
Tag interactions
Tag recordings with metadata based on desktop application content that may not be available in voice/text interaction.
- Expand filter and search capabilities for quality management.
- Analyze application-based metadata for interaction insights.
- Capture metadata based on interaction types, customers, value, content and more for better, post-interaction analysis
Give additional context to an interaction by appending metadata to help support audit requirements.
Continuum recovers +$3 million worth of hours of agent capacity
Continuum Global Solutions, a contact center services provider, uses DPA to conduct detailed analysis of application activity and utilization and to provide agents with in-the-moment guidance.
Check out Their Success Story“With Verint Application Triggers, we can offer agents real-time reminders, which is particularly important for remote workers to ensure they are following the right prescriptive actions.” Dan Carbonnell, VP and CISO, global contact center services provider."
Start capturing desktop activity data on day 1
Verint Desktop & Process Analytics is a small applet that sits on the employee desktop. Organizations can start capturing employee behavioral data from Day 1. Whether on premise, in a hybrid cloud or full cloud environment, Desktop and Process Analytics easily integrates with your CRM and other systems to supply greater insights into customer interactions and employee performance.
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“Verint Workforce Engagement was a solid choice because it would not only help us with PCI compliance, but provide us with a high-degree of integration between applications – meaning more robust performance measurement and analysis and, most important, accurate and actionable data.”
“With Verint Application Triggers, we can offer agents real-time reminders, which is particularly important for remote workers who don’t have a supervisor nearby to ensure they are following the right prescriptive actions. ”
“Before desktop and process analytics, we didn’t have visibility into the diversity of customer interactions or our agents’ work effort. What began as a need for data integration and satisfying PCI compliance requirements ended up transforming how we deliver service and support to our customers.”
Don’t risk PII compliance failures
Failing to meet PII regulations can cost hefty fines and loss of consumer trust. Learn how Verint Application Triggers and PII Redaction Bot can:
- Identify interactions containing PII
- Pause and resume recordings when PII is shared
- Remove or mask PII from voice and digital transcripts.
Contact a Verint specialist about Application Triggers today!
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