Verint Systems
Verint(r) (Nasdaq: VRNT) helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. More than 10,000 organizations in 180 countries—including over 85 of the Fortune 100 companies—are using the Verint Customer Engagement Platform to draw on the latest advancements in AI, analytics, and an open cloud architecture to elevate customer experience.
Products by Verint Systems
Verint Back-Office Workforce Management
The Verint® Back-Office Workforce Management suite of solutions helps boost the speed, accuracy, and efficiency of back-office customer-support functions by capturing real-time data to promote visibility across teams and optimize work, processes, and the workforce – both human and bots. Managers can quickly see where there are opportunities improve focus and to capture unrealized capacity. Employees can see how they are performing against goals using role-specific scorecards, allowing them to self-correct behaviors.
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Verint Workforce Management Branch Data Analytics
Verint® Workforce Management Branch Data Analytics™ enables banks and credit unions to harness their Verint Workforce Management Branch Forecaster™ and Verint Workforce Management Branch Scheduler™ data lake in Amazon Web Services to gain insights into branch performance. It provides a built-in business intelligence tool that allows users to query branch staffing and scheduling data for the creation of custom dashboards, reports, and visualizations, which can help identify patterns, trends, or outliers.
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Verint WFM Branch Scheduler
Verint® Workforce Management Branch Scheduler™ is a cloud solution that can automate the creation of optimized schedules for bank and credit union branches. It was designed for the unique needs of branches, including physical layout and queue configuration (sales, universal, teller, drive up, etc.); forecasts for both customer-facing demand and non-customer-facing work; labor rules for breaks, lunches, and hours; employee skills and availability; and paid time off.
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Verint WFM Branch Forecaster
Verint® Workforce Management Branch Forecaster™ enables banks and credit unions to align their staffing plans, helping to drive sales and revenue growth and boost efficiency. The solution can assist with determining the right staffing levels for each branch, reallocate staff across branches to lower costs, run what-if scenarios to analyze the FTE impact of operational and strategic changes, and create strategic staffing plans that align with branch transformation initiatives.
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Verint Intelligent Interviewing
Verint® Intelligent Interviewing™ speeds up the hiring process, using predictive analytics to determine which candidates are most likely to be high performers, likely to stay longer, and likely to achieve higher levels of KPI achievement.
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Verint Automated Quality Management
Verint Automated Quality Management (AQM) helps increase the efficiency of contact center quality and compliance workflows, with features ranging from the scoring of 100% of interactions to assigning agent coaching when necessary. It enables organizations to gain insights that would be difficult to achieve with traditional call sampling practices that usually monitor only a small number of interactions.
Out-of-the-box, AQM includes three common compliance measures:
Ensuring that CVC codes aren’t recorded when taking card payments.
Informing customers of call recording
Following the correct procedure for confirming identity
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Verint Channel Automation
Verint’s Channel Automation offering enables organizations to unify customer interactions across channels in a single-pane agent view while helping deploy staff and bots more effectively. Industry-specific natural language models handle common customer inquiries, and agent handoff is just a step away.
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Verint Real-Time Coaching
Verint® Real-Time Coaching is a software solution designed to analyze contact-center conversations as they occur, offering advice that can guide interactions to better outcomes in real time. The solution’s AI technology can assign coaching based on specific KPIs where agents are struggling, and it can provide contextual knowledge, offer behavioral advice, and recommend next best actions when it detects process issues or negative customer sentiment.
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Verint Real Time Agent Assist
Verint® Real-Time Agent Assist™ is designed to analyze contact-center calls and desktop activities in real time and can automatically identify opportunities to guide interactions toward better outcomes for your customers and organization. When specified linguistic, acoustic, and application criteria are met, employees receive automated assistance and guidance in a centralized notification center—helping improve CX, reduce cost and handle time, decrease employee churn, and create a smoother employee onboarding process.
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Verint Text Analytics
Verint® Text Analytics™ is an innovative software solution that helps CX teams gain enhanced insight into their customer experience across web chat, social, email, call notes, and more. The solution uses artificial intelligence and machine learning technologies to automatically identify relations, trends, and topics and identify customer sentiments through recorded interactions. This can be used as an effective tool for identifying high-value customers before issues arise.
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Verint Speech Analytics
Verint® Speech Analytics™ is a cloud-based solution that enables customer experience (CX) teams to transcribe and analyze live or recorded calls. It helps professionals identify market trends by analyzing customer feedback received via interactive voice response (IVR) systems, SMS, or online surveys. The solution allows managers to analyze customer service agents’ performance, calculate customer churn rate, generate custom reports, and run online campaigns. Additionally, supervisors can use the application to provide coaching to customer service agents based on their performance and customer feedback.
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Verint Experience Management
Verint® Experience Management™ is a suite of solutions designed to unify and improve the customer experience at scale by enabling cross-functional teams to capture, analyze and act on customer feedback across all channels. The solution incorporates voice-of-the-customer data across web, mobile, and social, so company stakeholders, including marketing and conversion owners, can tap into a unified data model and glean insights quickly, enabling them to take immediate actions and make strategic decisions that drive the customer experience. Core capabilities include digital feedback, survey management, predictive modeling, speech and text analytics, and digital behavior analytics.
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Verint Intelligent Virtual Assistant (IVA)
Verint® IVA™ enables organizations to create virtual assistants in a self-service manner to automate conversations through voice and digital channels. Equipped with AI, off-the-shelf NLP models, multi-language support, and more, Verint IVA understands customer intent, suggests accurate responses, offers personalized customer experiences, and assists agents with guided resolutions to improve productivity.
Verint IVA offers prebuilt modules, top intent libraries and entity types for a broad range of industries, and AI algorithms to provide insights into customers' top intents in order to determine which journeys to automate.
The low-code environment deployed on the Verint Customer Engagement Platform allows you to build workflows with multi-turn conversations, quickly fine tune the bot, easily integrate with back-office, front-office and 3rd party applications, add new languages and channels as business needs evolve, and measure and manage actions in real-time across endpoints.
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Verint Messaging
Verint® Messaging™ is a customer engagement solution that enables companies to provide personalized, rule-based messaging across multiple channels. The cloud-based product helps organizations to create and manage private messaging channels, enabling them to communicate with customers in a way that is more effective and efficient than a traditional support ticket system. It also provides actionable insights based on the data it collects from these interactions.
Verint Messaging can be used as a channel for personalized interaction with each customer, whether they want to resolve their queries or report issues. These interaction channels also act as a way to capture feedback on provided services or product offerings.
Verint Messaging facilitates integration with several third-party applications including WhatsApp, Twitter, and more.
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Verint Community
An online social collaboration platform and communication tool, Verint® Community™ can be used by either customers or employees. As an employee collaboration tool, Verint Community helps employees share information and knowledge that can be beneficial to others now and in the future. Users can deepen relationships and drive engagement within the organization with tools to help bridge common interests both within and outside the company. For customers, Verint Community supports discussion forums, question and answer forums, blogs, wikis, moderation, gamification, and more, allowing organizations to create engaging online community experiences.
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Verint Knowledge Management
Verint® Knowledge Management™ is an artificial intelligence enabled solution designed to help businesses create knowledge bases and interact with clients via a unified knowledge platform. It enables organizations to automate workflows, manage digital content, and resolve customers’ queries.
Verint Knowledge Management offers a host of features such as cataloging, collaboration, full-text search, a self-service portal, analytics, and more. The application allows administrators to capture and store information related to organizations' policies and procedures in a centralized repository.
Verint Knowledge Management also helps employees ensure compliance with industry regulations, build decision tree models, generate custom reports, and share files with team members.
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Verint Workforce Management
With its AI-powered forecasting and scheduling solutions, Verint® Workforce Management™ helps organizations to optimize human and bot resources across all engagement channels, maximizing efficiency across the enterprise. Whether in the office or working remotely, thoughtful automation and simple workflows provide employees with flexible scheduling options to drive employee wellbeing while ensuring business policies are met. And as a full featured cloud solution, it can free businesses from the burden of complex infrastructure and administration and easily extend to applications to support employees with tools to do their job.
Verint Workforce Management is used in the contact center to schedule agents to match expected workload without overstaffing. These tools use data from historical transactions or traffic information to forecast the required resources to meet call demand. WFM is suitable for organizations where there are multiskilled employees, time priorities to answer customer queries, and different volumes of transactions depending on the time of day or seasonality. It helps managers schedule employees across different sites and understand how each location operates. WFM solutions include a combination of technologies: time and attendance, scheduling, forecasting and planning, absence management, monitoring and analytics, performance and task management, and hiring and HR tools.
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Verint Systems
The Verint Cloud can help you simplify, modernize, and automate the customer experience. Whether you're an enterprise, small and medium-sized business, or an organization focused on the public sector or public safety, we can help you transform customer service while reducing the cost and complexity of customer operations.
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