Improve Recording to Elevate CX and Lower Costs
Organizations have long been recording interactions between their customers and employees for liability protection, compliance, and quality management purposes.
While these recordings can contain massive amounts of useful information, extracting actionable intelligence from them quickly can be challenging.
Verint Interaction Recording is a single, prepackaged solution that couples call recording with the power of speech processing, helping you realize more value from captured interactions.
Cloud-based Interaction Recording across Channels
Verint Cloud offers Interaction Recording to capture, index, archive and retrieve interactions across voice, video, chat, social media, face-to-face and other unified communication platforms. Moreover, it can automate call tagging using out-of-the-box call disposition topics, as well as topics that you define.
An omnichannel interaction player presents all interaction attributes in one place making it easier to listen, view, analyze and take action. Verint Interaction Recording is easy to maintain, with proven reliability, and many redundancy options.
Because our interaction recorder is cloud-based, it can be easily extended to seamlessly capture across all types of engagement as your communication platforms change through your digital transformation initiatives.
Capture Rich Contextual Data for Better Decision Making
Along with managing interaction data, Verint also captures rich contextual data, providing an omnichannel view of your customers’ journey.
You can easily search and replay captured interactions and the associated digital data, regardless of where they were recorded in your enterprise.
What’s more, you can share these interactions throughout your business, providing insight into customer and staff behaviors to help drive decision making.
Integration with the broader Verint Portfolio
Verint Interaction Recording is unified with other products within the portfolio, such as Speech Analytics, Quality Management, voice biometrics-based Identity Authentication and Fraud Detection and Real-Time Speech Analytics.
It also supports Enterprise Workforce Management and Desktop and Process Analytics. The unification simplifies administration and delivers unique, pre-built, business process workflows, to quickly show why and how interactions are being handled by employees.
To secure sensitive and private interaction information, Verint Encryption Management is available. This optional solution offers a FIPS-compliant key management server that supports AES-256 in true end-to-end encryption to protect data as it’s recorded, moved to archive, or retrieved during replay.
Verint Interaction Recording is also a proven, full-time compliance recording solution designed for modern enterprise environments.
Other Verint Recording Solutions
In addition to Interaction Recording, Verint offers a variety of recording solutions, including:
- Face-to-Face Voice Interaction Recording – A scalable, robust recording solution that can capture face-to-face interactions between employees and customers at distributed business locations.
- Recording for Public Safety – A full-time, multichannel recording and archiving solution for public safety compliance, driving better citizen experiences, and managing liability more effectively.
- Verint for Financial Compliance – An enterprise, multichannel solution designed to help trading compliance officers ensure compliance with financial regulations, adhere to internal procedures, and demonstrate best practices to regulators.
These solutions can be deployed on premises or in cloud environments.