Verint® Systems, Inc. today announced the availability of the latest version of Audiolog™ for Contact Centers—its advanced, digital multimedia recording, evaluation, archiving and quality assurance solution. Expressly designed for today’s small and mid-sized (SMB) contact centers, the software supports and facilitates multichannel customer interaction service delivery and introduces new security and risk management capabilities, enabling businesses to excel in serving customers across communications channels, while adhering to compliance requirements and evolving industry standards.
Supporting the Multimedia Customer Across Sales/Service Channels
Traditional audio, call-based service—while still a popular channel, particularly in certain demographics—is starting to give way to multichannel sales and support, driven largely by consumer demand to do business with organizations at the time, place and channel of their choosing. To equip today’s SMB contact centers to respond to the rise in multimedia communications channels and devices, Verint® Witness Actionable Solutions® has added a host of enhancements to its Audiolog for Contact Centers software—which became generally available in December 2010.
The solution, backed by Verint’s industry-leading workforce optimization (WFO) and recording patent portfolio, operates on a single platform and features robust, new, advanced multimedia recording, storage, retrieval and playback capabilities. For businesses, this translates into the ability to more effectively capture, analyze and respond to audio interactions, screen data and now other popular multichannel systems and channels—ranging from digital, analog and IP phones; to PBXs, ACDs and dialer systems; to SMS/text, E:, web chat and even pictures and videos.
Contact center managers can use Audiolog’s new multimedia replay interface to select and playback—in a timeline—multiple communications from a customer or group of customers across media types, such as calls in addition to E:s and chat sessions. These multiple communications, as related to a specific issue of concern, can then be saved as a single case, for example, to facilitate more effective investigation and service/complaint follow up.
“Whether small or large in size, today’s contact centers require forward-thinking and sound strategies backed by solutions that provide a singular view of customers’ experiences, enable multichannel sales and service, and support companies as they redefine their customer experience-shaping metrics to focus on such measures as first contact resolution,” notes Ken Landoline, principal analyst, Unified Communications and Contact Centers, Current Analysis. “Verint is well equipped to help today’s small- and mid-sized centers achieve just that with the latest enhancements to its advanced SMB recording and quality assurance solution.”
Together the software’s functionality supplements the industry’s most robust workforce optimization solution for SMB contact centers. Part of Verint’s market-leading workforce optimization solution set, Audiolog’s core multimedia recording and quality management capabilities can be supplemented with robust functionality for workload forecasting, staff scheduling, employee coaching and training, and customer feedback surveys to enhance sales and service delivery, quality and compliance requirements, internal business processes and the customer experience.
By leveraging Audiolog’s proven recording, quality assurance and training capabilities, managers can help ensure consistent and appropriate customer service response and delivery by channel, as well as provide coaching and training to their agents as they work to master sales and service in today’s Web 2.0 world. They also can capitalize on core Audiolog functionality that enables users to place alerts on interactions, attach comments, and share them with appropriate departments, groups and individuals company-wide to collaborate on product/service issues, process fixes, rising business trends and more.
Advancing Security and Compliance; Supporting Evolving Industry Standards
In addition, Audiolog for Contact Centers features enhancements designed to help smaller and mid-sized centers meet their compliance, risk management and quality management requirements with such newly available functionality as encryption management.
Protecting customer data and sensitive information is a complex process for which privacy is a top concern. In most centers, calls are recorded for quality, compliance, third-party verification, and training and development. As a result, requirements exist for organizations to broaden and enhance their data security strategies, processes and technologies with privacy measures designed to protect sensitive consumer information. A driving force behind these mission-critical security efforts is the Payment Card Industry Data Security Standard (PCI DSS)—a worldwide information security standard assembled by the Payment Card Industry Security Standards Council (PCI SSC), a global forum for the ongoing development, enhancement, storage, dissemination and implementation of security standards for account data protection.
With Audiolog, users can now benefit from the ability to add AES-256 encryption to protect audio, screen and related data when recorded, in transit and archived. The addition of encryption management further enhances the options Audiolog users have in complying with the PCI DSS for their call recordings. Via Verint patent-protected Advanced Desktop Analytics, Audiolog users have had the ability to pause and resume recording via user-defined triggers activated based on activities on the agent’s screen, enabling seamless real-time avoidance of the capture of sensitive information, such as the entire payment transaction or just the CVV2 code. Further, with Advanced Desktop Analytics, recordings can be automatically appended with important, transaction-related data pulled from the agent’s screen, such as transaction value, customer identifier or account type, for easy search and replay. Now that Audiolog customers also have the option of strong, end-to-end encryption in addition to recording pause and resume that can be desktop event-, application- or manually-triggered, the compliance options offered with Audiolog are among the strongest available anywhere in the call center recording market.
“Today’s contact centers, regardless of their size, need robust, advanced tools to help them use customer service as a core differentiator, respond to consumer demand for sales/service across multiple channels, and protect themselves and their customers with advanced security and risk management capabilities,” says Gary Trudo, vice president, public safety and mid-market solutions, Verint Systems. “Capturing, analyzing and responding to the multichannel ‘voice of the customer’ is vital in today’s business environment, as is the need for a multi-dimensional view into customer service operations, further reinforcing the benefits Audiolog for Contact Centers brings to the market.”
About Audiolog for Contact Centers
Featuring multimedia full-time, on-demand, scheduled and criteria-driven recording, along with rapid access to captured interactions to help identify opportunities for improved customer service, expedited dispute resolution and reduced liability, Audiolog for Contact Centers helps optimize service quality, heighten customer experiences, adhere to compliance and security requirements, and improve operational effectiveness—reliably, securely, and cost-effectively. Built on thousands of successful implementations, it can be further enhanced with such powerful workforce optimization functionality as workforce management, speech analytics, performance scorecards and eLearning. Click here to learn more.
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the leader in workforce optimization software and services. Its solutions are designed to help organizations of all sizes capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization™ suite is the industry’s most unified solution set—featuring quality monitoring and recording, workforce management, customer interaction analytics (speech analytics, text analytics, data analytics and customer feedback surveys), desktop and process analytics, performance management, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.
About Verint Systems, Inc.
Verint® Systems, Inc. (verint.com) is a global leader in Actionable Intelligence® solutions and value-added services. Our solutions enable organizations of all sizes to make timely and effective decisions to improve enterprise performance and make the world a safer place. More than 10,000 organizations in over 150 countries—including over 80 percent of the Fortune 100—use Verint solutions to capture, distill, and analyze complex and underused information sources, such as voice, video, and unstructured text. Headquartered in Melville, New York, we support our customers around the globe directly and with an extensive network of selling and support partners. Verint is listed on the NASDAQ Stock Market under the symbol “VRNT.”
This press release contains forward-looking statements, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the year ended January 31, 2010 and our Quarterly Report on Form 10-Q for the quarter ended October 31, 2010. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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