Engagement Data Hub
Capture and manage contact center interaction data across any channel. Easily connect screen and audio recordings into a single repository.
Google ChromeOS
Want to securely capture and manage contact center interactions from Chromebooks? You’ve come to the right place.
About Google ChromeOS
ChromeOS is a cloud-first solution built to support modern workforces. Cloud profiles, regular background updates, and access to popular productivity and video conferencing apps helps employees work effectively from anywhere. Lower total cost of ownership, multiple layers of security, and ease of management free IT to have more impact. With updates every four weeks that happen in the background, devices stay up to date and secure without causing employee downtime. ChromeOS keeps modern workers connected and productive, whether they’re a frontline worker or knowledge worker, in office or remote.
ChromeOS Screen Recording with Verint
Many contact centers are turning to Google Chromebooks to arm their agents with a low-cost, secure system to interact with customers. However, it is still important to ensure you can capture, aggregate, and manage interaction data from these devices. Using ChromeOS with the Verint Engagement Data Management (EDM) recording solution, you can record and manage your contact center interactions from Chromebooks to increase service quality and customer satisfaction, improve operational efficiency and ensure compliance. Verint brings market-leading capabilities for storage, replay, access control, archival, and more to recordings across channels and devices.
How does ChromeOS Screen Recording work?
The Verint Engagement Data Management (EDM) recording solution can auto capture screen activity from Google Chromebooks for use in evaluation, coaching, archival, and compliance. Key capabilities include:
- Captures screen recording from the agent’s primary monitor running ChromeOS
- Admins can add and remove recorded users dynamically
- Supports TLS 1.2 or higher encryption for data in transit
- Supports all standard Verint recording features – search & replay, export, and archive
ChromeOS Screen Recording benefits
Screen recording used in conjunction with audio recording provides a full picture of your contact center interactions, so you can ensure they are efficient, accurate, and compliant. By leveraging ChromeOS screen recording capabilities with Verint, you can:
- Monitor At-Home Agents: Allows managers to monitor ‘at home’ or distributed workplace agent’s activities.
- Monitor Email and Chat: Managers and agents can now review usage and agent performance in these channels.
- Improve Post-Call Coaching: Provides a record of what happens after a phone conversation ends. Managers can help agents improve efficiency through monitoring of work habits and post-call coaching.