Desktop and Process Analytics
Verint Desktop and Process Analytics captures employee desktop activity and transforms this behavioral data to improve employee behavior by 5% to 10%, to trigger actions, like real-time agent prompts, or pausing/resuming recording for compliance, and to map employee activity to processes to improve efficiencies.
AI Business Outcomes from Verint Customers
$1.25M Saved
A healthcare insurer saved $1.25M in year 1 by increasing employee productivity by 16% with Verint Application Visualizer.
$3M Recovered
A business process outsourcer recovered more than $3 million worth of hours of agent productivity and capacity with Verint Desktop & Process Analytics.
Transform desktop activity into business outcomes
Improve employee productivity
Convert desktop application usage into real-time insight into employee behavior to increase time in customer support activities with Verint Application Visualizer.
Increase quality and compliance
Trigger actions based on desktop activities to guide employees and meet PII and PCI call recording compliance with Verint Application Triggers.
Increase capacity and efficiency
Map desktop activity to processes to identify bottlenecks, deviations, and handle times to increase capacity and efficiency with Verint Process Discovery & Analytics
Create a complete picture of your interaction and behavioral data
Screen, voice, and text recordings produce a wealth of information on customer interactions. You can understand customer sentiment and identify issues before them become systemic problems, and more.
However, many organizations have a data blind spot when it comes to understanding interactions, and that’s agent behavioral data. What the agent does on their desktop during a customer call gives an added layer of context and practical insights. This data can help organizations understand:
- Is the agent actively engaged?
- What applications is the agent using?
- Does the agent know how to navigate screens and applications?
- How does the agent’s behavior compare with peers?
- Is there a coaching or training need?
Desktop activity data completes the picture and gives you greater insights into interactions and how to improve agent behaviors for faster, more accurate and compliant service.
Compliment call and screen recording with Desktop Activity Data
Verint Desktop and Process Analytics solutions
Application Visualizer
Transform employee behavioral data into actionable insights
- Monitor employee desktop activity in real-time to keep employees focused on work-related activities
- Create a virtual walkaround capability to understand how both onsite and remote workers are spending their time
- Uncover hidden capacity to improve utilization and take on more work with the same resources
Improve employee productivity by 5% to 15%!
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Application Triggers
Trigger actions based on employee desktop events
- Trigger real-time prompts to give contextual guidance to help ensure compliance and quality standards are met
- Trigger actions, like call recording pause and resume and redaction to comply with PII and PCI regulations.
- Tag interactions with metadata for easy retrieval and quality audits, and analysis of interaction types for greater insights.
Increase quality and compliance.
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Process Discovery & Analytics
Use Desktop Activity to Map and Improve Processes
- Tie application usage to processes and use triggers to create real-time maps of key processes
- Calculate actual handle times for multi-step processes by product type, customer type, and more to increase capacity plan accuracy
- Identify outliers for coaching and opportunities to automate steps or remove process bottlenecks
Increase capacity and processing efficiency
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“The site where we deployed Application Visualizer reduced transaction backlog year-over-year by 25% to 60% with the same headcount, even while overall volumes increased by 3% to 5%.”
"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.”
“DPA showed us that two employees who were trained by our Six Sigma team were processing the work completely differently! Applied more broadly, we realized we had a lot more areas for improvement!”
“I couldn’t run my back-office without DPA.”
Capture off-phone employee tasks and activities
Capturing employee activity and triggering actions based on phone and live interactions with customers helps improve quality, compliance and customer experience. But what about all the “off-phone” work that occurs to support the customer?
Today many contact center agents are executing post-call tasks to complete customer requests. And employees in your back-office customer support functions largely work on their desktops. These tasks and areas can become a blind spot in your efforts to maximize productivity and ensure processing consistency and compliance.
Desktop and Process Analytics can fill your data gaps in these areas to help you understand how employees are spending their time across your entire enterprise. For example, Guardian Life deployed DPA across their contact center and back-office operations. With DPA, Guardian increased productivity by 20%, reduced overtime by 30% and reduced contact center call volumes by 20%.
Health Insurer saves $1.25 million in the first 12 months
Learn how a large health insurer used Verint Applications Visualizer and Verint Performance Management to increase capacity, improve employee productivity, and reduce idle time.
Check Out Their Story"Verint Workforce Engagement has helped us create a holistic management & reporting structure across our entire customer service operations - both contact centers and back office - to drive operational efficiencies and improve the customer experience." - Director, Operational Performance Management
Desktop and Process Analytics success stories
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Contact a Verint specialist about Desktop & Process Analytics today!
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