Verint Real-Time Work

Create positive outcomes for your customers by giving your employees the answers and guidance they need – when they need it.

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What is Real-Time Coaching?

Today’s workforce is expected to handle complex interactions across a variety of topics with speed, accuracy and empathy. Traditionally, supervisors could only help agents by coaching them on a small sample of interactions several days after they occurred.

With Real-Time Coaching, agents can receive in the moment advice, targeted to the KPIs where they are struggling. This coaching is immediately actionable and available on all interactions.  When KPIs improve, the targeted coaching can be removed.

Real-Time Coaching improves the quality of interactions across channels and gives agents the assistance they need to drive positive outcomes.

Read the Executive Perspective
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Real-Time Work Product Line-up

  • Real-Time Agent Assist

    Today’s agents need real-time assistance to drive positive outcomes for complex customer calls. Help your agents in the moment.
  • Real-Time Coaching

    Don’t wait until an interaction is over to coach your agents. Reduce average handle time, improve service quality, enhance customer experience, and achieve better compliance.

What is the Interaction Wrap Up Bot?

In many contact centers, agents are required to create a manual summary of an interaction once the call is complete. This requires the agent to remember the various aspects of the conversation, and accurately and succinctly document them before moving on to the next task. Often agents will create handwritten notes on their desk to remember details of the interactions, which can pose a serious security risk. This manual call summary process can take several minutes – minutes that could be better spent helping the next customer.

Further, manual agent summaries can be incomplete and inconsistent. Verint Interaction Wrap Up Bot changes this process completely by automatically generating a consistent, accurate, and secure summary of the interaction upon completion.

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AI-Powered Bots Working for You

Verint Platform is powered by specialized bots that help drive CX automation to make your customer engagements smarter and faster. These bots are continually trained on your unique engagement data to drive the best results for your business. Each bot performs one specific task, and is injected directly into your workflows, putting AI at your agents’ fingertips.

For instance, the Interaction Wrap-Up Bot uses generative AI to automatically craft a call summary at the conclusion of an interaction, eliminating after-call work. By removing the time agents spend manually summarizing a call, organizations can save millions on their bottom line.

The right knowledge without searching

By combining Verint Real-Time Agent Assist with Verint Knowledge Management, organizations can deliver contextually relevant knowledge articles to agents in real-time.

The application analyzes the words spoken as a call is occurring, and automatically presents knowledge articles relevant to the words in the conversation. With Real-Time Agent Assist and Knowledge Management, you can deliver:

  • Reduced handle time
  • Improved first contact resolution
  • Decreased agent training time

Both solutions are available as part of Verint’s Customer Engagement platform.

Watch Real-Time Agent Assist in Action
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Modern tools for at-home workers

Real-time assistance for agents is more critical now than ever before. With many contact center agents working from home, it is more difficult to monitor them and more difficult for them to summon assistance when needed.

Verint Real-Time Work provides the monitoring and assistance your agents need, so you can:

  • Present relevant knowledge without searching
  • Proactively guide agents through compliant workflows
  • Reduce handle time, improve first contact resolution, and more
Read the Executive Perspective
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Using Verint Real-Time Agent Assist to keep the needs of customers at the center of every engagement and transaction

When Florius, a leading financial services company in the Netherlands set out to digitally transform their customer service, they knew that being able surface intelligent insights from calls and offer assistance in real-time would provide the key to success.

Read the Case Study
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'While an employee is talking to a customer, [Verint Real-Time Agent Assist] directly provides them with up-to-date information based on what is being discussed.”

Targeted assistance for complaints and escalations

Verint Real-Time Agent Assist for Complaints and Escalations helps organizations identify and respond in real-time to calls with escalations or complaints.

Our innovative Speech Analytics engine automatically detects words and phrases indicating these call types. Employees and managers receive automated assistance and guidance in real-time with a customized popup and or email notification that can impact the outcome of the call.

Explore Real-Time Agent Assist
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Be Proactive about Compliance

Verint Compliance Triggers is an innovative, cloud-based solution that provides contact centers assurance that they are staying in compliance during their interactions. The solution can trigger actions based on real-time desktop events to help ensure compliance, such as:

  • Automatically pausing and resuming a call or interaction while credit card information is being shared
  • Generating real-time perfectly timed pop-up alerts on agent desktops with process step reminders
Learn More About Compliance Solutions
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