Verint
Contact Center Recording, Quality Monitoring, Analytics, and Performance Management
Verint offers a broad portfolio of recording, QM, analytics, and performance solutions for contact centers of virtually any size and configuration !X from small to midsize contact centers with fewer than 100 agents to large, multi-site implementations, virtual contact centers, and outsourced or offshore operations.
Audiolog
Audiolog is a powerful call recording, retrieval, archive, and qualitymanagement solution for midmarket contact centers and public safety organizations. Audiolog features highly reliable and flexible recording, rapid access to recordings with instant recall and incident-based or call data-based retrieval, remote live monitoring and playback from the desktop, and powerful interactive assessment tools. Audiolog facilitates regulatory compliance, expedites dispute management, and helps to reduce both risk and customers churn.
Avaya Aura® Communication Manager
Highly reliable and flexible recording
Rapid access to recordings with instant recall and incident-based or call data-based retrieval
Remote live monitoring and playback
Flexible storage of large volumes of calls using industry-standard storage technologies
Powerful interactive quality assessment tools
Secure and easy to use, with playback audit trail and user rights assignable by channel, agent, or radio talkgroup
Verint® Impact 360
Recording for Compliance and Dispute Resolution in Large Contact Centers
Verint® Impact 360® Recording provides full-time recording and compliance recording to help larger contact centers increase operational effectiveness, reduce liability, comply with the Payment Card Industry Data Security Standard (PCI DSS) and other industry standards, and expedite dispute resolution. Flexible and easy to use, Impact 360 Recording enables contact centers to capture, index, and retrieve customer interactions in traditional time-division multiplex (TDM), Internet Protocol (IP), mixed telephony, and mobile phone environments.
Functionality for a Range of Contact Center Requirements
Impact 360 Recording is an enterprise recording solution. Its functionality is designed to meet the needs of large, multi-site, virtual, and outsourced contact centers.
Audio and Screen Recording
Captures, stores, analyzes, and manages contact center interactions to facilitate compliance with industry regulations while helping to reduce liability and loss. Contact centers can record and play back calls in their entirety, including audio and agent screens, and can make recordings available to the appropriate people within the enterprise. Through computer-telephony integration (CTI), Impact 360 Recording can provide real-time control over recording and call indexing. The solution also supports VOX recording and can be configured to run in this mode, or as a fall-back to CTI.TDM and IP Recording
Leverages the same common architecture for IP recording as for traditional TDM telephony. This can enable contact centers to use today's TDM hardware investment to support IP investment in the future. TDM and IP recorders can coexist seamlessly and be managed from the same interface.Mobile Phone Recording
Captures calls and associated data from mobile phones.Selective Retention and Archiving
Retains contact center recordings in accordance with corporate and legal mandates, helping to ensure that recordings are available when needed.PCI and Recording Encryption
Uses AES 256-compliant encryption to protect data when it's recorded, in transit, and archived. This optional functionality includes a separate key management system, enabling you to move, archive, and store customer data while protecting it from unauthorized access.Flexible, Service Oriented Architecture (SOA)
Helps reduce the cost of ownership by using a non-proprietary, industry-standard platform and a service-oriented architecture (SOA).Centralized Administration and Reporting
Staff information can be administered from a single point in the system, helping to reduce administrative overhead. Impact 360 Recording includes an extensive set of pre-configured reports while supporting ad-hoc inquiries for more sophisticated analysis of contact center operations.Extend the Value of Recording with Customer Interaction Analytics
Because Impact 360 Recording works with the customer interaction analytics and other solutions in the Verint® Impact 360 Workforce Optimization suite, it can help contact centers go beyond full-time recording and compliance recording. By incorporating speech analytics, data analytics, and customer survey functionality, for example, contact centers can gain insight into customer interactions and sentiments. This can help them make informed decisions that can impact costs, revenue, customer satisfaction, and competitive advantage.