Verint Quality Bot
Extend automated quality scoring to back-office tasks and desktop activity – not just audio interactions.
See How Work Actually Gets Done – Automatically
Verint Desktop Intelligence
Your contact center generates enormous amounts of data every day. But until now, one critical piece has always been missing: what actually happens on the desktop.
Verint Desktop Intelligence gives you complete, automatic visibility into every step your agents take – every application, every field, every workflow – without any setup, triggers, or manual configuration required. It’s the missing layer that transforms invisible desktop activity into actionable intelligence.
The problem every operations leader knows
You can listen to calls. You can review transcripts. But when it comes to what actually happens on your agents’ desktops – which applications they use, how long each step takes, where work breaks down and bottlenecks occur – you’ve been flying blind.
That blind spot has real costs. Inefficient processes go undetected. Errors reach customers before anyone notices, and it happens at scale. Automation initiatives stall because no one truly understands how work gets done today.
Desktop Intelligence changes that.
Process Discovery Bot: Automated process mining and optimization
Complete desktop visibility. Zero configuration required.
Most desktop analytics tools require you to define triggers and map workflows before you get any data – which means you only see what you already knew to look for. Desktop Intelligence is different.
Verint Desktop Activity Bot captures everything automatically, from the moment an agent starts working. No triggers. No templates. No setup. Just a complete, structured record of every interaction with every application – ready for AI to analyze and act on. And it doesn’t stop there. Automatic classification of processes provides data that wasn’t possible before without an immense amount of manual work.
Key features to drive AI Business Outcomes, Now
See everything from day one
Triggerless desktop capture means you don’t miss a single step. Get a complete picture of how work flows across applications, teams, and task types – without months of configuration.
AI-powered process discovery
Verint Process Discovery Bot automatically identifies what tasks are being performed, maps how they’re being done, surfaces variations across agents and teams, and delivers specific recommendations for improvement – complete with estimated time savings.
Built for the whole platform
Desktop Intelligence is a data foundation, not a point solution. The desktop activity it captures can provide data to Verint Quality Bot, Coaching Bot, and other AI capabilities – so one deployment unlocks value across your entire operation.
Discover how work actually gets done
Process Discovery Bot takes the data captured by Desktop Activity Bot and does the analysis for you. While Desktop Activity bot has already classified each process, and identified where processes vary from agent to agent, Process Discovery Bot generates visual process maps, and surfaces the highest-impact opportunities for improvement.
Give supervisors real coaching data
Traditional coaching is based on random call samples and gut feel. Desktop Intelligence gives supervisors something better: observable data about exactly how each agent works.
See where agents navigate efficiently and where they struggle. Identify the approaches your top performers use – and share them across the team. Coach based on what actually happened, not what you happened to review.
Built with privacy first
Desktop Intelligence is designed so that sensitive data never leaves the desktop. PCI-scoped data is handled entirely at the endpoint and excluded from output. Common PII patterns are automatically detected and redacted before any data is transmitted. What reaches the platform is structured, intelligence-ready data – not raw personal information.
No analyst. No workshop. No manual process mapping. Just clear answers to the questions that matter:
- What tasks are your back-office teams actually performing?
- How many different ways are your employees performing the same task…and which one is the most efficient?
- How long does each step take – and where do agents get stuck?
- What’s the most efficient way to complete each process?
- Where are the biggest opportunities to reduce handling time or errors?
Desktop Intelligence works seamlessly with the full Verint platform to deliver outcomes across your operation
Verint Coaching Bot
Give agents personalized, data-backed coaching based on what they actually do on screen.
Verint Agent Copilot
Surface real-time guidance and next-best actions powered by full desktop context.
Frequently asked questions
Desktop Intelligence is Verint’s solution for capturing and analyzing what happens on agent desktops. It automatically records every application interaction, field entry, and workflow step – without any triggers or manual configuration – and transforms that activity into structured data that AI can analyze and act on.
Desktop Activity Bot is the foundational layer that captures all desktop activity automatically, classifies each process, and determines variants across similar tasks. Process Discovery Bot is built on top of it – it uses AI to analyze that captured activity and generate specific recommendations for improvement. Together, they make up Desktop Intelligence.
No. Unlike traditional desktop analytics tools, Desktop Intelligence requires no upfront trigger configuration or workflow mapping. It captures everything automatically from the start, which means you can analyze any process retroactively and won’t miss activity that falls between predefined steps.
Desktop Intelligence is built for any organization with contact center or back-office teams – particularly where agents work across multiple applications to complete multi-step tasks. It’s especially well-suited to insurance, banking, healthcare, and telecommunications organizations where process complexity and compliance requirements are high.
PCI-scoped data is never written to disk or transmitted – it is excluded from Desktop Activity Bot output at the endpoint. Common PII patterns are automatically redacted before data leaves the desktop. Organizations with specific data requirements can extend redaction configuration to match internal policy or regulatory requirements.
Desktop Activity Bot is designed as a data foundation for the Verint platform. The desktop activity it captures can power Quality Bot, Coaching Bot, Wrap-Up Bot, and other Verint AI capabilities – meaning a single deployment of Desktop Intelligence extends the intelligence of your entire operation.
Contact us about Verint Desktop Intelligence today!
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