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Verint

Name: Verint
Rating: 4.5 (2 reviews)

By Verint

894 Interested

Highlights : About Verint

Workforce optimization tools

Quality management tools

Workforce management/ strategic planning

Desktop & process analytics

About Verint

Verint Workforce Optimization is an integrated suite of tools to help call centers and customer service-driven organizations to analyze and evaluate operational performance, individual workflows, and customer service levels. The software offers a number of employee training and learning management tools to optimize performance based on these analyses and evaluations. Verint Workforce Optimization forms part of Verint's family of workforce management products and is a combination of products and services from their other solutions. Features include call & screen recordings, desktop process analysis to capture how employees are using desktop applications, eLearning lesson management, coaching workflows, scorecards and performance management tools and multi-channel quality assessment. Verint Workforce Optimization also includes identify authentication and fraud prevention tools such as passive voice biometrics and predictive analytics to identify fraudulent callers. In addition to optimizing performance, the solution also includes workforce management tools, such as employee scheduling and forecasting, to strategically plan and utilize resources.

Specifications

Business Size

Mid-Market

Customization

Yes

Deployments

Cloud

Language Support

English

Platforms

Product Details

Features

Workforce optimization tools

Quality management tools

Performance management tools

Desktop & process analytics

Speech analytics

Customer feedback surveys

Fraud prevention & identity authentication

Benefits

Workforce management

Plan, forecast, and schedule employees in the contact center, back office, and branch operations.

Quality management

Evaluate large samples of all attributes of customer interactions across multiple channels from one screen.

Performance management

Track, manage and improve individual, team, department, and organizational performance using scorecards and custom KPIs.

eLearning lesson management

Automate and plan training to develop employee skills. Deliver training at any time by making lessons available on agent desktops.

Coaching tools

Out-of-the-box workflows for assigning, delivering & tracking coaching based on performance analysis & evaluations.

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