Verint recently introduced an enhanced version of the Verint Workforce Optimization (WFO) solution to facilitate smarter engagement, improve employee productivity, and to support real-time guidance.
Verint® solution helps add valuable and immediate context to efficiently manage interactions via Employee QuickView
The enhancements further the company’s Customer Engagement Optimization platform vision with a new intuitive user interface (UI), real-time interaction guidance, sophisticated customer analytics, voice biometrics-based customer authentication, and workflows for KPI-driven coaching.
Paul Stockford, chief analyst with Saddletree Research, believes Verint’s new release “has the potential to redefine WFO in the contact center, because it pushes the boundaries of optimal customer service which may significantly raise the bar in terms of customer expectations in the future.”
A highlight of this release features a redesigned, customizable UI that offers improved flexibility and easier access to analytics that can be leveraged by multiple stakeholders across the organization. This updated UI presents a unified, task-oriented WFO experience that can identify such things as keywords, speakers, escalation points and agent annotations made during the interaction, as well as identify which applications were used. The widget-based UI enables contact center managers to access and review information from a single screen rather than from multiple applications -- helping to improve overall performance. These advances provide a dynamic user experience that can be tailored to meet individual working styles and facilitate greater employee efficiency and productivity.
Updates to Verint’s speech analytics capabilities were also included in this release to provide insight into root causes of phone interactions and richer context of spoken phrases by automatically identifying themes. For instance, the ability to see that words or phrases such as “frequent flier” or “sky miles” are related and belong to the same category of calls is quite useful. The re-architected speech analytics functionality provides smarter, faster and more accurate analysis of phone conversations and is significant in its ability to help organizations respond to customers quickly. By seizing opportunities for improved engagement and being able to take immediate corrective actions, organizations can reduce the potential for missed insights that arise from traditional manual processes.
What is also notable about this release is that Verint embedded voice biometrics technology to improve the customer experience and reduce fraud-related losses and call handle time – all factors that significantly impact customer engagement.
Using Verint’s passive voice biometrics, a unique voice print can be created without disturbing the customer and stored in a database to authenticate the customer within a few seconds of a call. This functionality eliminates the need for customer service agents to ask the long series of authentication questions at the beginning of a call that inevitably frustrates customers. Responding to these questions has historically been a pain point for both customers and agents because customers rarely remember the answers, so the addition of voice biometrics creates a secure and expedited way to improve the interaction. Verint also provides fraud detection solutions to help prevent fraudsters from taking over accounts or committing credit card fraud via the call center.
Rounding out the release are features focused on employee performance monitoring that use analytics for more targeted customer interactions. These include enhancements to desktop analytics that drive improved scripting for agents which, in combination with real-time speech notifications, provide employees with next-best action recommendations during customer engagements. Additionally, employees are empowered to complete self-evaluations with the new updates, while managers can view employee performance as well as learning and coaching history while evaluating interactions. Extending the power of Verint’s unified suite, new performance management reports present managers with a true picture of employee productivity and can surface additional capacity.
This comprehensive WFO and customer analytics suite includes a depth of valuable functionality that allows organizations to create a smarter and more engaged workforce with the tools they need to meet rising customer expectations.