How Verint WFO improve your Customer Experience ?

Find the answers inside Verint WFO Solutions

Recording Management

Recording Management interaction, seamlessly integrate with all major vendor of conventional and modern IP-based unified communication. It will record multimedia channels such as voice, desktop screen capture, video, text conversation, simultenously.
Conversation Recording reliability is 100% guaranted with three layers of simultaneously recording methods, which are duplicate media streaming from PBX, desktop screen capture, and SPAN ports.
No more loss of crucial recording because of application and system failed or other human errors of maintenance.

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Automated Quality Management

With Verint Automated Quality Management, you can automate the entire quality management process, from scoring evaluations to assigning coaching.

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Performance Management

It provides a single, standardized framework for tracking, managing, and improving — from contact centers and branches to back-office operations.

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Voice Biometrics

Verint Identity Authentication recognizes the unique vocal characteristics, or “voiceprint,” of enrolled customers seconds into a live call, helping to reduce the number of security questions—and average handle times.

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Text Analytics

Verint Text Analytics can help your organization uncover actionable insights from written customer interactions, including email, web, chat, social media, surveys, and customer forums.

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Highlight Advantages of Verint Workforce Optimization

High Availability

WFO Deployment Support Server, as web-based management and database application for High Availability composition is consisted up to 2 nodes of Application/Database in one Cluster to ensure 24/7 availability

Scalability

Implementation from small-medium size of recording until enterprise size of recording could be delivered with the same platform of Verint WFO.
A delivery of recorder from single site up to multi site can be controlled by single Enterprise Manager at Data Center site.

Coaching

Verint Coaching is a practical solution to help make employee coaching a part of daily operations. It provides out-of-the-box workflow for scheduling, delivering, and tracking coaching that’s integrated with individual quality monitoring evaluation scores and key performance indicators (KPIs).
By tying coaching together with scorecards and training and making this information available right on the desktop, Verint Coaching can help your organization provide employees with better guidance on how to enhance their skills.

Gamification

Gamification uses game mechanics and behavior science to clearly present role-specific goals in the form of key performance metrics (KPIs), and offer next best actions to improve their skills or knowledge in a specific area.
Employees are awarded points and badges for reaching performance targets. Gamification can help: Accelerate the onboarding of new hires; Drive “on the job learning” by presenting quizzes, surveys, polls, embedded videos, and presentations in a dynamic and engaging format; Increase collaboration and knowledge sharing.

Knowledge Management

Verint Knowledge Management is a central repository for organizations to store policy and procedure information to ensure compliance.
Employees interacting with customers across all communication channels leverage the same knowledge base so your compliance needs can be met regardless of how a customer gets in touch. Using context, the applicable knowledge articles needed for an interaction are automatically presented, so no searching is required.

Single Sign On

Under LDAP environment and Microsoft Active Directory, Verint Workforce Optimizaton can be configured to synch with Single Sign on to User Workstation. Therefore Users can login from anywhere, and still can be registered to their profile immediately via windows login