Desktop and Process Analytics
Optimise processes to improve employee productivity and capacity. Help ensure compliance.
Analyse desktop activity
Gain operational intelligence. A wealth of insights resides on the employee desktop. Verint desktop analytics capture real-time, objective data to help you address three common challenges:
- Ensuring compliance
- Improving employee productivity
- Optimising processes
How can I ensure that agents are following compliance steps?
Keeping up with privacy, industry and government regulations is an ongoing battle for contact centres. Being able to take actions in real time to ensure that steps to meet compliance requirements are taken can give your contact centre a competitive advantage and reduce the risks of penalties and fines.
Verint Compliance Triggers can help contact-centre managers and compliance officers be confident they are meeting regulatory requirements.
How can I improve agent focus and productivity?
Today’s multi-channel, multi-site contact centres make it increasingly difficult for agents to work efficiently. So how do you keep your agents focused and performing at maximum productivity?
Verint Application Visualizer leverages desktop-application usage to help contact-centre managers understand how agents are spending their time, identify whether an agent needs coaching and share the best practices of their top performers. This real-time insight can help improve employee productivity and increase overall capacity.
How can I optimise my processes?
Optimising processes to remove bottlenecks and unnecessary steps, or to automate steps can help contact centres increase employee productivity, speed up processing times, and improve the agent and customer experience. But how do you identify the opportunities for improvement?
Verint® Desktop and Process Analytics™ (DPA) is an innovative, cloud-based solution that provides contact-centre leadership with real-time insight into the processes and workflows that employees perform. The solution can capture desktop events that signify key execution points on processes. This data can be used to:
- Visualise process workflows and volumes
- Analyse handle times for processes and process steps
- Create a repository of actions taken for individual work items for quality and compliance reviews.
Are employees following the right process steps/workflows?
Using real-time desktop activity, Verint Desktop and Process Analytics can create visual maps of the actual paths employees take to execute a process. The solution quickly shows process variations, bottlenecks, the number of employees following each path and where key steps are being skipped. Managers, business analysts and business process executives can use this data to:
- Analyse workflows for opportunities to streamline and support Lean or Six Sigma methodologies
- Identify outliers for coaching and/or retraining
- Drive processing consistency and adherence
- Identify opportunities to automate process steps.
Organisations can act on this insight to improve operational efficiency and customer experience by ensuring processing consistency and compliance, increasing processing speed, improving quality and reducing rework.
How can I determine and measure employee performance against a standard handle/resolution time for each process type?
To effectively balance efficiency and customer service, organisations need to understand how long the work actually takes to execute. If you estimate handle times incorrectly, you can end up overstaffed and incurring unnecessary costs or understaffed and deliver a poor customer experience.
Verint Desktop and Process Analytics automates the collection of process step handle times for more accurate capacity planning and to identify coaching or retraining needs. The solution captures process level detail based on employee executed desktop events, reducing or eliminating the need for costly manual observations, compilation and analysis to determine process handle times.
How can I assess the quality of work items across multi-touch processes?
Traditional quality-management solutions are designed to evaluate the performance of an individual on a single transaction. But what happens when a work item is complex and moves across multiple people and departments. If there’s a quality issue, how do you trace the error back to the source?
Verint Desktop and Process Analytics enables organisations to create a repository of actions taken on any work item. This collection of data points (voice, screen, desktop actions) can then be reviewed for quality and processing compliance. Managers can review a piece of work from beginning to end.
The solution can tag interactions and processing points with descriptive data, such as work type, customer ID, work item identifier, which enables both random quality sampling as well as targeted reviews.
We also offer Verint Operations Visualizer, a solution that can enable you to quickly assess employee performance, identify atypical behaviours and provide staff with visibility into their performance against goals. Read the Non-Profit Health Insurer case study.
Verint Robotic Process Automation can provide your organisation 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.
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