The business need for branch recording can vary by organization, but often it is driven by regulatory compliance, quality concerns or a focus on sales effectiveness. Banking and other industry regulations can be very different by region, and global efforts to protect consumer rights make it important for organizations to use technology to ensure the right procedures are followed. Having an electronic record of each customer conversation can help organizations monitor and evaluate the performance of their staff to ensure they are following required regulations and policies.
Verint Face-to-Face Voice Interaction Recording captures face-to-face interactions between employees and customers, in an open-plan environment or conference room. It helps ensure that employees in distributed locations comply with regulations and policies while offering deeper insight into how effectively they handle sales opportunities and other customer interactions. You can:
When deployed with Quality Management, Verint Face-to-Face Voice Interaction Recording can enable managers to centrally review audio and screen recordings and evaluate the quality and effectiveness of their interactions with customers.
The solution can also be augmented with Speech Analytics to provide sophisticated conversational analytics for automatically identifying, grouping, and organizing words and phrases spoken during face-to-face branch recordings into themes, helping to reveal rising trends and areas of opportunity or concern. You can also preconfigure specific categories based on keywords, helping you monitor trends regarding product and service perceptions and be alerted to critical interactions.