Verint UC Compliance Essential

Verint UC Compliance Essential is a fully scalable and customizable product line, offering instant message and call recording, ethical wall, quality management, workforce management and workforce engagement solutions for small and medium businesses looking to capture, evaluate and improve interactions as well as forecast, schedule and monitor adherence.

Boost engagement through actionable intelligence

Regardless if an organization is legally required to monitor interactions as a means of managing risk and liability standards set by private companies and self-regulatory groups, monitoring the high volume of interactions that take place on a daily basis is a challenge. Verint UC Compliance Essential records, evaluates and improves on all modalities for businesses who understand the risk associated with every customer interaction.

In order to transition to smarter customer engagement, businesses must implement solutions that can effectively capture, store, monitor, and find their most critical customer interactions. To this end, businesses are choosing Verint UC Compliance Essential, a set of streamlined packages created for the specific needs of small and medium businesses.

Verint IM Recording Essential

Easily record and retrieve instant messaging (IM), regardless of where were they recorded in your company. Verint® IM Recording Essential™ securely captures, indexes, archives, and retrieves IM interactions across multiple channels for easy search and review, to help enable future-proof compliance and boost client relationships.

Capture value from instant messaging

IM interactions play a valuable role in the day-to-day communications of many organizations. While these interactions add value to an organization’s ability to offer quality service, they are also strictly regulated. The ability to capture, archive, and retrieve instant messages is one of the cornerstones of your adherence to regulations such as Sarbanes-Oxley, Dodd-Frank and MiFID II, among others.

With Verint IM Recording Essential, you can confidently meet strict compliance demands, capture value from IM interactions in Cisco Jabber® and Skype® for Business, and store them in a searchable repository. This solution provides a unified search experience, where IM conversations are presented in the same view as your voice and video calls.

FULL TEXT SEARCH

Run secure search across millions of instant messages to capture real value from text-based conversations.

SECURE ACCESS CONTROL

Highly customizable role-based user access control policy framework.

IMPROVED USER EXPERIENCE

IM sessions are presented in a smart conversation viewer, which shows the entire interaction.

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Instant Message Capture

Securely capture instant messaging across Unified Communications to meet your regulatory compliance requirements and financial quality management objectives. Leverage your ultimate IM recording solution in key business applications such as legal compliance management, quality assurance, risk mitigation, dispute resolution and more.

Conversation Search

Locate and replay call recordings or specific events in a recording – all from a single, highly intuitive interface. Quick and easy tools allow users to search and list recordings using advanced call query and any metadata information. With intelligent markers to effortlessly highlight sections of recorded conversations, your business can significantly increase productivity by reducing the time spent finding important and relevant parts of recorded interactions.

Role-based Access Control

Take full control over what actions are available and who can view what in the system. The solution provides a highly customizable, role-based user access control policy framework to help you tackle the most complex access control scenarios your company may face, with fine-tuned and streamlined configuration of users, groups, roles, and permissions.

Audit Logging

Detect security violations, performance issues and any application flaws using change log histories and full audit trails. Extensive activity logging provides a database of all activities in the recording system – from configuration to playback. With the types and levels of logging fully configurable with easy search capabilities, administrators can conduct full trace audits to determine who has accessed any recording in the system for playback, export, or other critical functions.

Active Directory Synchronization

Authenticate users using Microsoft Windows® domain authentication information. If a user is logged into the Windows domain, the same user can access the web application without authenticating again. When the domain user opens the web interface, the system automatically authenticates the Windows user against the Active Directory and seamlessly logs him/her to the recording system.

Full Text Search

Combine full-text search with sophisticated playback controls for a unique user experience. Text-based conversation retrieval is quick and simple using fine-grained conversation query and metadata information. All playback functions are accessible from the web application.

Automated Data Retention

Enable your business to define rules for data retention with a sophisticated storage policy framework. These policies automate storage management and control the recorded data lifecycle in the system. The framework provides flexible options to manage the recorded media in the system by allowing administrators to configure retention rules based on various filter criteria, such as phone numbers, names, extensions, users, groups, date and time values, and more.

Conversation Import/Export

Choose your conversation import source to import your data from external service providers with our wide range of third-party storage integrations (Cloud9, Symphony, RingCentral, CyberTwice, and more). At the same time, the platform supports a vast amount of external storage targets specifically for conversation export purposes.

Integration APIs

Support system architects and developers building integrated solutions, from authentication and business process integration to service provider tools, low-level integration options, and third-party integrations.

Verint Call Recording Essential

Verint® Call Recording Essential™ is a proven solution that can seamlessly record voice conversations within your unified communications or collaboration environment. It captures, indexes, archives, and retrieves voice conversations across multiple unified communications channels for easy search and playback.

Record voice from multiple platforms

Verint Call Recording Essential provides a variety of recording modes and methods, enabling you to monitor conversations in the background without interfering with call performance or impacting the caller experience. Regardless of channel or device, you can choose from always-on, selective, or on-demand recording modes that adapt to your recording needs with flexibility.

Verint Call Recording Essential allows for passive SIP and Cisco® Skinny Client Control Protocol (SCCP), network recording, gateway forking, dial-in recording, proxy-based recording, and dual-stream recording.

RECORDING REDUNDANCY

Ensures all conversations get into the recorded database to help avoid disruptions and ensure high availability.

CUSTOMIZABLE DEPLOYMENT

Offers centralized or multi-site recording built on a robust recording platform.

FLEXIBLE RECORDING SCENARIOS

Features always-on, selective, and on-demand recording modes and supporting methods such as dial-in recording, passive, and RTP forking.

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Voice Capture

Securely captures voice-based conversations across multiple Unified Communications platforms (Cisco®, Skype® for Business, etc.) to meet your regulatory compliance requirements and financial quality management objectives. You can use this intelligence in key business scenarios, such as such as legal compliance management, quality assurance, risk mitigation, dispute resolution and more.

Conversation Search

Locates and replays call recordings or specific events in a recording – all from one, highly intuitive interface. Quick and easy tools allow users to search and list recordings using advanced call query and any metadata information. With intelligent markers to effortlessly highlight sections of recorded conversations, your business can significantly increase productivity by reducing the time spent finding important and relevant parts of recorded interactions.

Role-based Access Control

Provides full control over what actions are available and who can view what in the system. The solution provides a highly customizable, role-based user access control policy framework to help you tackle the most complex access control scenarios your company may face, with fine-tuned and streamlined configuration of users, groups, roles, and permissions.

Audit Logging

Assists in detecting security violations, performance issues and any application flaws with change log histories and full audit trails. The solution provides extensive activity logging, along with a database of all activities in the recording system – from configuration to playback. With fully configurable types and levels of logging and easy search capabilities, Verint Essential Call Recording can enable administrators to conduct full trace audits to determine who has accessed any recording in the system for playback, export, or other critical functions.

Active Directory Synchronization

Authenticate users using Microsoft Windows® domain authentication information. If a user is logged into the Windows domain, the same user can access the web application without authenticating again. When the domain user opens the web interface, the system automatically authenticates the Windows user against the Active Directory and seamlessly logs him/her to the recording system.

Pause and Resume

Pauses recordings when users are collecting sensitive information from callers by muting voice recordings and masking screen recordings. Once the user leaves the data fields where information is entered, the solution will resume recording.

Full Text Search

Combines full-text search with sophisticated playback controls for a unique user experience. The process of text-based conversation retrieval is quick and simple using fine-grained conversation query and metadata information. All playback functions are accessible from the web application.

Automated Data Retention

Enables your business to define rules for data retention with a sophisticated storage policy framework that can automate storage management and control the recorded data lifecycle in the system. The framework provides flexible options to manage the recorded media in the system by allowing administrators to configure retention rules based on various filter criteria, such as phone numbers, names, extensions, users, groups, date and time values, and more.

Conversation Import/Export

Enables you to choose your conversation import source to import your data from external service providers with a wide range of third-party storage integrations (AWS Cloud9, Symphony, RingCentral®, CyberTwice, and more). At the same time, the platform supports a vast number of external storage targets specifically for conversation export purposes.

Integration APIs

Supports system architects and developers building integrated solutions, from authentication and business process integration to service provider tools, low-level integration options, and third-party integrations.

Verint Ethical Wall Essential

The Verint® Ethical Wall Essential™ enables proactive communication policy enforcement by controlling or restricting communications, presence information, and content between groups and/or individuals for ethical, compliance, or privacy reasons. It can provide effortless enforcement of corporate policy and industry regulations, while helping to mitigate risks. With the Ethical Wall, your business can start applying communication policies in real time and think beyond after-the-fact compliance.

Safeguard Your Unified Communications

The powerful, protective technology captured within Verint Ethical Wall Essential works with your UC platform to give you full control over your enterprise communications – including the ability to regulate the access levels of federated parties when extending your unified communications outside company boundaries. It can help take the guesswork out of your compliance efforts and take full control over your UC.

AVOID CONFLICTS OF INTEREST

Separate entities and limit interactions between certain individuals or groups across the organization and control which participants are accessible to certain external parties.

ENSURE LEGAL COMPLIANCE

Ensure compliance by notifying participants about policies, defining who can communicate with whom and allowing only specific modes of communication and content between parties.

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Session Blocking

Avoid conflicts of interest, enforce workplace policies by allowing or blocking communication between users or user groups within your organization. Virtual boundaries will help you stay fully compliant.

Presence Control

Control the visibility of your users with our presence control feature. Verint Verba gives you the power to restrict presence and contact list information and prevent your key personnel from receiving unsolicited communications.

Audit Log

Detailed communication policy audit log allows administrators to track all events and activities that have taken place in the system such as blocked calls, content filtering or when disclaimers were applied – in a timeline view and auditable format.

Content Filtering

Prevent data leakage, filter profanity and protect sensitive business data with our robust instant message content filtering feature. Block, redact or report any IM content based on your business requirements.

Disclaimers

Ensure that your communications adhere to legal requirements, industry standards or corporate policies by applying disclaimers and notifications in instant messaging globally or on demand. Act upfront to avoid penalties and limit liability.

Chaperones

The chaperone feature empowers users to set up real-time permissions that can override existing communication policies in place to activate exception rules – down to a user level and based on select communication channels.

Verint Quality Management Professional

With Verint® Quality Management Professional™, you can efficiently select, replay, and evaluate a large number of interactions across business channels based on business relevance, employee performance, and customer input. Verint Quality Management Professional is licensed as a package. Other services and products can be added a la carte for an additional fee.

Improve performance and mitigate risk

Today, many organizations are doing more than traditional quality monitoring — they’re using “voice of the customer” intelligence captured across multiple channels to help them engage customers more effectively and drive better decisions on products, services, and processes. With Verint Quality Management Professional, you can evaluate all of the attributes of a customer interaction, including voice conversations, instant messaging and associated screen data, and more, right from a single interface.

The solution makes it easy to search large numbers of interactions and focus on the ones that matter the most. It can automatically categorize calls into speech analytics-derived categories focused on situations that can make or break client relationships. The powerful search and filtering capabilities empower your users to spot interactions of interest. The solution can even help you pinpoint and navigate to the critical parts of interactions so that you can review them quickly and take action.

Explore the features

Voice Recording

Captures, indexes, and retrieves interactions such as voice, screen, supporting environments including traditional voice over internet protocol (VoiP), session initiated protocol (SIP) and time-division multiplex (TDM), and more.

Local Archiving

Provides the ability to retain audio/screen recordings in local storage within your organization’s environment.

Encryption

Offers an optional FIPS-compliant key management server, which supports AES-256 in true end-to-end encryption to protect data as it’s recorded, moved to archive, or retrieved during replay.

Screen Recording

Captures desktop audio, providing context for staff behavior during customer interactions. Up to 25 percent of interactions can be recorded with quick retrieval for playback when needed.

Evaluations

Helps your organizations move beyond random sampling of a small number of calls by enabling efficient selection and evaluation of large numbers of interactions across multiple channels based on business relevance, employee performance, and customer input.

Coaching

Provides out-of-the-box workflow for assigning, delivering, and tracking coaching that’s driven by individual quality evaluation and key performance indicator (KPI) scores. Helps you mentor employees on how to develop and enhance their skills and performance.

Verint Workforce Management Professional

Verint® Workforce Management Professional™ helps simplify the complex task of forecasting, scheduling, and monitoring adherence while helping you staff appropriately to meet your workload. It can help you balance customer and employee engagement with cost constraints across customer-serving departments. Verint Workforce Management Professional is licensed as a package. Other services and products can be added a la carte for an additional fee.

Schedule and manage your staff effectively

Verint Workforce Management Professional can help simplify the complex task of forecasting and scheduling through automation and agile functionalities. This easy-to-use, web-enabled software removes the expense and administrative burden of thick-client solutions. By using the solution, you can reduce costs by staffing appropriately to meet your workload, drive business growth and operational excellence, and improve employee effectiveness and retention.

This solution can measure and leverage the talents and preferences of individuals, align their skills and proficiencies with your business objectives and customer needs, and produce optimum schedules. As a result, you can reduce the risk of overstaffing while minimizing overtime.

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Forecasting and Scheduling

Forecasts workload and schedules employees with the appropriate skills to handle it, helping you deliver service consistently while reducing the risk of over/understaffing.

Adherence

Provides insight into how closely employees adhere to their schedules, so you can take action quickly.

Verint Workforce Engagement Professional

Verint® Workforce Engagement Professional™ combines recording, quality management and workforce management to help organizations capture interactions and manage employee performance, so they can make better, faster, and easier decisions. Verint Workforce Engagement Professional is licensed as a package. Other services and products can be added a la carte for an additional fee.

Get the most out of your workforce

Verint Workforce Engagement Professional offers advanced automation to get the most from your workforce. Our software and services can enhance the efficiency of your employees and processes, and enable you to share workforce intelligence in real-time across your business.

Mid-market contact centers, back-office operations, branch operations and financial trading rooms can rely on Verint Workforce Engagement Professional to capture and store interactions, heighten quality, ensure compliance and help manage the availability and performance of employees in targeted areas of their businesses.

Explore the features

Voice Recording

Captures, indexes, and retrieves interactions such as voice, screen, supporting environments including traditional voice over internet protocol (VoiP), session initiated protocol (SIP) and time-division multiplex (TDM), and more.

Local Archiving

Provides the ability to retain audio/screen recordings in local storage within your organization’s environment.

Encryption

Offers an optional FIPS-compliant key management server, which supports AES-256 in true end-to-end encryption to protect data as it’s recorded, moved to archive, or retrieved during replay.

Forecasting & Scheduling

Forecasts workload and schedules employees with the appropriate skills to handle it, helping you deliver service consistently while reducing the risk of over/understaffing.

Screen Recording

Captures desktop audio, providing context for staff behavior during customer interactions. Up to 25 percent of interactions can be recorded with quick retrieval for playback when needed.

Evaluations

Helps your organizations move beyond random sampling of a small number of calls by enabling efficient selection and evaluation of large numbers of interactions across multiple channels based on business relevance, employee performance, and customer input.

Coaching

Provides out-of-the-box workflow for assigning, delivering, and tracking coaching that’s driven by individual quality evaluation and key performance indicator (KPI) scores. Helps you mentor employees on how to develop and enhance their skills and performance.

Adherence

Provides insight into how closely employees adhere to their schedules, so you can take action quickly.

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