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 Intelligent Call Recording is a single, prepackaged solution that couples call recording with the power of speech processing, helping you realize more value from captured interactions. It can capture, index, archive and retrieve voice, video, and text interactions across multiple channels. 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 Intelligent Call Recording is easy to maintain, with proven reliability, and many redundancy options.
Verint Intelligent Call Recording is unified with other products within the Verint Workforce Optimization portfolio, such as Enterprise Workforce Management, Desktop and Process Analytics, and Speech Analytics. It also supports Real-Time Speech Analytics and voice biometrics-based Identity Authentication and Fraud Detection. 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.
Deployed in combination with Verint Encryption Management and Verint Desktop and Process Analytics, Verint Intelligent Call Recording can facilitate compliance with Payment Card Industry – Data Security Standards (PCI-DSS) mandates.
In addition to Intelligent Call Recording, Verint offers a variety of recording solutions, including:
- Interaction Recording – A full-time, multichannel enterprise compliance recording and archiving solution.
- 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.