Verint Real-Time Work
Your employees need answers and guidance in the moment to create positive outcomes for your customers.
What is Real-Time Work?
Today’s workforce is expected to handle large volumes of interactions across a wide variety of topics, and customers expect their answers to be immediate and accurate.
Verint Real-Time Work solutions empower your contact center agents with the right information in the moment to provide fast, accurate, and compliant information.
From the simplest question to the most complex, Real-Time Work helps connect work, data, and experiences to guide interactions toward better outcomes for your customers and organization.
Modern Tools for At-Home Workers
Real-time assistance for agents is more critical now than before. With many contact center agents working from home, it is more difficult to monitor them and more difficult for them to summon assistance when needed.
Verint Real-Time Work provides the monitoring and assistance your agents need, so you can:
- Present relevant knowledge without searching
- Proactively guide agents through compliant workflows
- Reduce handle time, first contact resolution, and more
The Right Knowledge without Searching
By combining Verint Real-time Speech Analytics with Verint Knowledge Management, organizations can deliver contextually relevant knowledge articles to agents in real-time.
The application analyzes the words spoken as a call is occurring, and automatically presents knowledge articles relevant to the words in the conversation. With Real-time Speech Analytics and Knowledge Management, you can deliver:
- Reduced handle time
- Improved first contact resolution
- Decreased agent training time
Both solutions are available as part of Verint’s Customer Engagement platform.
Targeted Assistance for Complaints and Escalations
Verint Real-Time Agent Assist for Complaints and Escalations helps organizations identify and respond in real-time to calls with escalations or complaints.
Our innovative Speech Analytics engine automatically detects words and phrases indicating these call types. Employees and managers receive automated assistance and guidance in real-time with a customized popup and or email notification that can impact the outcome of the call.
Be Proactive about Compliance
Verint Compliance Triggers is an innovative, cloud-based solution that provides contact centers assurance they are staying in compliance on their interactions. The solution can trigger actions based on real-time desktop events to help ensure compliance, such as:
- Automatically pausing and resuming a call or interaction while credit card information is being shared
- Generating real-time perfectly timed pop-up alerts on agent desktops with process step reminders