Desktop and Process Analytics
Facilitate compliance, address data privacy requirements and gain visibility into agents’ desktop activities to improve efficiency, reduce costs and enhance the customer experience (CX).
Learn how Commonwealth Bank of Australia was recognised by Celent for its use of Verint Workforce Management and Verint Desktop Analytics across its branch network.
Regulatory and PCI Compliance
Any business that wants to process credit card data needs to comply with the Payment Card Industry Data Security Standard (PCI-DSS). To help ensure data privacy and avoid capturing credit card and other sensitive data during a recorded call, employees must pause and then resume the recording at the right time.
This manual practice leaves organizations open to risk due to human error. With Verint Desktop and Process Analytics call centers can automate PCI compliance and many other regulatory required practices.
Read the Executive Perspective: Don’t Risk a PCI Compliance Breach in Your Contact Center: Automate and (Almost) Forget It! to learn how.
Improve Operational Efficiency and Reveal Hidden Resource Capacity
Many organizations have little to no visibility into how employees use different systems, applications, and processes to perform their work. This lack of information can make it difficult to identify issues, recognize effective behaviors, and gain insights for delivering quality customer service and improving operational efficiency.
Even in contact centers, where visibility is greater, increasing regulations around data privacy and security restrict the types of information that can be recorded. Organizations need solutions to help them adhere to these requirements and manage the accompanying risks.
Verint Desktop and Process Analytics provides visibility into how employees use different systems, applications, and processes to perform their work. The cloud solution can help you identify opportunities to enhance compliance and the overall efficiency, cost, and quality of customer service.
Automate Actions and Alert Notifications
With Verint Desktop and Process Analytics you can also automate desktop triggers to:
- Capture specific activities, such as the start/stop of a process or the input of a value in a field.
- Tag records with unique identifiers, such as a customer code.
- Trigger an action, such as generating a pop-up reminder for an employee of a next step, or send an alert to a manager of non-compliant behavior.
Data captured and generated by these triggers can be used to improve quality, increase operational efficiencies, and improve employee performance.
With Verint Desktop and Process Analytics, you can gain insights to help your managers take corrective actions and deliver real-time guidance to help expedite tasks in various areas of the enterprise:
Verint Back-Office Desktop and Process Analytics helps back-office operations (such as accounting, payment processing, and order fulfillment) capture time spent in applications, identify opportunities to increase resource capacity, and map processes to streamline them and reduce variability.
Verint Branch Desktop and Process Analytics helps organizations with branch networks make better operational decisions by understanding how employees spend their time. The solution can help managers leverage hidden resource capacity and identify behaviors and activities that do not comply with regulatory requirements or operational policies, as well as processes that need to be redesigned.
Verint Contact Center Desktop and Process Analytics helps contact centers protect data privacy, limit liability, and gain visibility into non-phone activities by avoiding the capture of sensitive data to adhere to PCI Compliance and other regulations, tagging recordings to facilitate easy retrieval, and identifying employee and system behaviors that do not comply with industry regulations and company practices.
Featured Resources
Verint Robotic Process Automation can provide your organization with additional benefits by enabling you to automate entire tasks or processes, increasing employee performance and quality by automating them around the clock and offloading these manual tasks from employees so that they can focus on more value-added activities.
We also offer Verint Operations Visualizer, a solution that can enable you to quickly assess employee performance, identify atypical behaviors, and provide staff with visibility into their performance against goals. Read the Non-Profit Health Insurer case study.
Another optional add-on, Verint Process Assistant , can guide employees through specific tasks as part of on-boarding and training, or for new or infrequently requested work items.