Verint Systems, a provider of actionable intelligence solutions and value-added services, claimed that Verint analytics-driven recording and quality monitoring solutions are being widely deployed across the globe, reaffirming the company’s top position in the contact center software and services market.
In fact, the company has long been recognized as an innovator in recording and quality monitoring applications supported by its possession of over 300 patents in this area and thousands of customers around the world who use its patented recording capabilities for quality and compliance.
Its Voice of the Customer Analytics solutions offer a complete set of analytics for examining customer interactions and comments across a broad range of channels including phone, social media, surveys, e-mail, chat, and more. Moreover, Verint analytics solutions can be deployed by companies to receive early warning signs and detect specific interactions for: emotions and sentiments to record strong attitudes consumers emanate; trending terms, including those associated with unfavorable experiences; personalized guidance opportunities; complaints by using speech analytics to automatically send alerts and categorize calls; and more.
Research firm Pelorus Associates acknowledged, “Verint has long been a leader in driving recording and other WFO applications to improve the speed and accuracy of certain back-office work processes”.
The Verint Workforce optimization (WFO) suite includes software and services that are capable of enabling businesses to leverage customer insights to their benefit. The products and services are designed to help organizations of all sizes reduce operating costs, identify revenue opportunities and competitive advantages, as well as improve performance, profitability and the customer experience.
Compliance is said to be one of the major drivers behind enterprise purchases of interaction recording solutions. Verint can help companies overcome associated challenges by playing back recorded interactions on multiple screens, reviewing desktop analytics, and even running back recorded video from ATMs, bank branches and retail stores if so desired.