Engagement Data Management
Interaction data appears in many modalities and is locked up in many systems and silos. Bring it all together. Unlock value and deliver new insights.
Deeper Data for Better Customer Engagement
How can you consolidate data to tell the full story and close the engagement capacity gap? Ventana’s Research “The Science of Managing Interaction Data” explores ways to deploy data strategies that tell the whole story.
Get Serious About Building Your Interaction Data Hub
The number and variety of customer interactions are exploding and extend far beyond the contact center – into your branches, stores, digital and self-service channels and back office. However, this data is unstructured and may be stored in disparate systems and silos.
Building an enterprise-wide interaction data hub used to be complex and expensive. Verint can help. We make it easy. You pay for what you use, so that you can unlock the value of your customer engagement data and create business value.
Introducing Engagement Data Management
Verint Engagement Data Management enables you to gain a uniform and cohesive view of interaction data across the organizational silos as well as your communication and collaboration platforms.
With Verint, you can dramatically reduce the cost, complexity, and time needed to build an interaction data hub. You can create a single view of all interaction data. Our open approach eliminates the hard work via APIs and adapters. We allow free import and export of data to feed your analytics tools and enterprise data lake.
Ingest Interactions and Enrich Data
Verint Engagement Data Management provides a broad set of out-of-the box APIs and adaptors bringing together interaction data from any modality (i.e., voice, video, instant messaging, chat and collaboration data) from all leading CCaaS, UCaaS and Collaboration platforms.
You can enrich data through Verint or use our free enrichment API for…
- Speech Transcription – use ‘speech to text’ to add transcriptions to speech data
- Audio Quality Statistics – identify audio quality issues and gaps in recordings
- Interaction Reconstruction – enrich interaction segments prior to export
You can also enhance your interaction data hub with customer and employee experiences data generated across any channel and customer touchpoint.
Governance, Security & Compliance
Verint Engagement Data Management provides granular control of data access and retention. It preserves the source of record by safeguarding the integrity, reliability, accessibility, and lifecycle management of all data.
Enforcing common compliance guidelines when data resides in multiple silos is difficult. Verint can help. Managing interaction data storage, retention, and compliance in one place, makes it easier to enforce the requirements of PCI, HIPAA, GDPR, CCPA and other regulations. Configurable workflows can control data access across users and APIs so you can preserve data for litigation hold and audits.
Now, you can focus on unlocking new value and insights.
Pay for What You Use
Verint Engagement Data Management is part of the Verint Cloud Platform. Its usage-based pricing model means you pay only for services consumed in the cloud Platform.
It’s an open solution with open access to data. It’s free to ingest data from your systems and historical archives. Exporting data to analytics tools, external systems and data lakes is free of charge. And, if you choose to enrich the data from your other sources, there is no additional cost.
Now you can extend your interaction data hub to more areas of your business.
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