Verint Launches Automated Verification, a Robotics Process Automation Solution to Eliminate Manual Testing of Communications Systems

New Automation Solution is Designed to Reduce Costs, Improve Compliance and Customer Experience



Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company, today announced the launch of its patent-protected Automated Verification solution to monitor the end-to-end health of communications systems. The solution is part of the company’s broader set of Workforce Engagement offerings.

Verint Automated Verification is a new, advanced robotic process automation (RPA) application that brings to customers a large team of “virtual engineers” to help eliminate time-consuming and incomplete manual testing of communications systems. Today’s communications infrastructure environment is complex, and many organizations don’t have the highly-skilled technical resources that are required to proactively manage it. When a problem is eventually discovered, accurate diagnosis requires skilled employees to examine the installation, configuration and maintenance of multiple systems. Verint’s solution proactively alerts the organization to possible issues, potentially saving man-weeks of time and effort often experienced with today’s manual processes.

“In many organizations, the contact center is the strategic nerve center that drives customer engagement and loyalty,” said Dick Bucci, Principal, Pelorus Associates. “IT teams have invested heavily in communications systems across multiple sites, including the cloud. The end result is a complex system that requires constant testing and monitoring, but it’s all piecemeal and manual. Verint Automated Verification can monitor and test the entire system—from the switch, to the audio quality in the handset, to recording—enabling the IT team to focus on more strategic initiatives that drive customer satisfaction and regulatory compliance.”

In addition to contact center applications, the new solution can improve compliance in back office and financial trading applications. Using Verint Automated Verification, a financial services organization improved its adherence to voice recording regulations, reduced fines and saved more than 10,000 hours of manual effort by automating the monitoring of its communications infrastructure.

“Successful conversations between customers and agents are critical to maintain customer satisfaction. This solution automates the monitoring process to ensure calls are received, routed and recorded properly,” said Verint’s John Goodson, senior vice president and general manager, products. “Verint’s Automated Verification saves time and reduces costs by reducing the number of system issues that occur, the time it takes to diagnose issues, the risks of legal and financial penalties and helps ensure consistent, positive customer experiences across cloud, on-premises and hybrid environments.”

Verint’s solution uses intelligent automation to eliminate some of the most common inefficiencies that drain IT resources in the contact center. Features include:

  • Automated System Check – Begins each day automatically identifying the products and versions across the telephony system and applies the correct tests to ensure that a call that comes in on the switch travels across applications and is recorded as expected. It then surfaces the changes and provides alerts to software issues on the system dashboard. This eliminates the need for highly-skilled resources to continually monitor applications, rewrite tests to reflect upgrades, update alerts or identify potential root causes for failures.
  • Efficient Operations Check – Provides “walk-the-floor” audio quality testing at the last stop on a call’s journey, ensuring individual platforms, recorders and handsets are delivering calls in an auditable fashion. It enhances the efficiency of what was a completely manual and incomplete process, moving from spot checks to automatic testing of each line.
  • Real-Time Policy Check – Monitors and compares every live call with the recording, identifying configuration issues in real-time, surfacing any errors early for quick remediation and ensuring compliance with SLAs or regulations.

For more information about Verint’s Automated Verification solution to monitor the end-to-end health of contact center communications systems, click here. And, to register for the webinar titled, “Solving Top 5 IT Inefficiencies in the Contact Center”, on Thursday, December 6, 2018 at 2:00pm, ET, click here. To learn more about the company’s Workforce Engagement offerings that empower employees with modern, cloud or on-premises tools to help deliver exceptional customer experiences, click here.

About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, over 10,000 organizations in more than 180 countries—including over 85 percent of the Fortune 100—count on intelligence from Verint solutions to make more informed, effective and timely decisions. Learn more about how we’re creating A Smarter World with Actionable Intelligence® at

This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management’s expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2018, our Quarterly Report on Form 10-Q for the quarter ended July 31, 2018, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.

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