Andrew Lamb, Director of Business Development at Verint explains how automation is transforming companies and opening up new avenues for growth and innovation.
Stringent regulations, legal oversight, and increased competition pose new challenges for today’s organizations. Especially in heavily regulated industries such as financial services, insurance and utilities. Companies face increased compliance costs and in the event of non-compliance, they risk reputational damage and hefty fines.
Designed to deliver deep operational oversight, Verint Automated Verification incorporates a comprehensive set of automated offerings that can help foster compliance assurance and deliver improved operational value for your business.
Today’s contact centers are built on a complex communication infrastructure with thousands of lines, handsets, interaction recorders and more. A failure at any point in this network can cause severe issues for your business, yet individually testing each element is virtually impossible.
Now you can:
Operation Check proactively simulates the use of critical communication paths with automated “walk-the-floor” functional and audio quality testing to help ensure workstation, voice platform and call recorder availability and assure that calls can be retrieved correctly.
Even a short period of downtime, reduction in resource availability, or misconfiguration can cause enormous problems –resulting in poor customer service, reputational damage, loss of customers and even fines.
Now you can:
System Check automatically tests the entire voice communications and recording infrastructure to indicate areas such as whether configurations are correct, software versions are synchronized, back-ups are completed successfully, and services are running consistently. Alerts highlight where failures have occurred.
Many organizations record contact center conversations for future use in audits or for quality management and compliance. In some industries – such as financial services, insurance and telecommunications – these recordings are required by law. Failure to record regulated conversations can carry heavy fines and penalties that will affect your business. Checking if all relevant calls are recorded often requires manual testing of a complex infrastructure and that can be a difficult, if not impossible task.
Now you can:
Policy Check examines every live call – inbound or outbound – to make sure that conversations are successfully recorded and are policy compliant, while reporting anomalies in near real-time.