Real-Time Monitoring Solutions for Exceptional Customer Experiences
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.
Emerging developments assisting with real-time monitoring are shaping the future of customer engagement and transforming AI ideas and analytics.
Verint Real-Time Work solutions empower your contact center agents with the right information at 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 monitoring 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.
With real-time management, agents have access to a reliable source for accurate answers for customer questions which improves their efficiency in each customer interaction.
Verint Real-Time Work provides the real-time 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 Agent Assist with Verint Knowledge Management, organizations can deliver contextually relevant knowledge articles to agents in real-time.
The application uses real-time monitoring to analyze the words spoken as a call is occurring, and automatically presents knowledge articles relevant to the words in the conversation. With Real-time Agent Assist 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 to improve the overall customer interaction.
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. This will allow easy search and retrieve options for interactions based on compliance. The solution can trigger actions based on real-time management of desktop events to help ensure compliance, such as:
- Automatically pausing and resuming a call or interaction while credit card information is being shared
- Using real-time monitoring to generate perfectly timed pop-up alerts on agent desktops with process step reminders