Verint Essential

Verint Essential is a fully scalable and customizable product line, offering communication recording, quality management and workforce management solutions for small and medium businesses looking to capture interactions, evaluate and improve as well as forecast, schedule and monitor adherence in their branch, back-office and contact center.

Boost engagement through actionable intelligence

From the branch to back-office to formal and informal contact centers, Verint Essential records, evaluates and improves on all modalities for businesses who understand the risk associated with every customer interaction. 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.

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 Essential, a set of streamlined packages created for the specific needs of small and medium businesses.

Verint Essential for SMBs

Essential IM Archiving
Capture instant messages

    Instant Message Capture

    Voice Capture

    Web interface with View/Playback

    Pause/Resume

    Conversation Search

    Full Text Search

    Role-based Access Control

    Automated Data Retention

    Audit Logging

    Conversation Import/Export

    Active Directory Synchronization

    Integration APIs

    Contact Center Integration

    Silent Monitoring

    Whisper Coaching

    Desktop Screen Capture

    Agent Evaluation

    Forecasting and Scheduling

    Adherence

Essential
Call Recording
Capture voice

    Instant Message Capture

    Voice Capture

    Web interface with View/Playback

    Pause/Resume

    Conversation Search

    Full Text Search

    Role-based Access Control

    Automated Data Retention

    Audit Logging

    Conversation Import/Export

    Active Directory Synchronization

    Integration APIs

    Contact Center Integration

    Silent Monitoring

    Whisper Coaching

    Desktop Screen Capture

    Agent Evaluation

    Forecasting and Scheduling

    Adherence

Essential
Quality
Management
Assure service quality

    Instant Message Capture

    Voice Capture

    Web interface with View/Playback

    Pause/Resume

    Conversation Search

    Full Text Search

    Role-based Access Control

    Automated Data Retention

    Audit Logging

    Conversation Import/Export

    Active Directory Synchronization

    Integration APIs

    Contact Center Integration

    Silent Monitoring

    Whisper Coaching

    Desktop Screen Capture

    Agent Evaluation

    Forecasting and Scheduling

    Adherence

Essential
Workforce
Management
Foster efficiency

    Instant Message Capture

    Voice Capture

    Web interface with View/Playback

    Pause/Resume

    Conversation Search

    Full Text Search

    Role-based Access Control

    Automated Data Retention

    Audit Logging

    Conversation Import/Export

    Active Directory Synchronization

    Integration APIs

    Contact Center Integration

    Silent Monitoring

    Whisper Coaching

    Desktop Screen Capture

    Agent Evaluation

    Forecasting and Scheduling

    Adherence

Essential
Workforce
Optimization
Gain operational excellence

    Instant Message Capture

    Voice Capture

    Web interface with View/Playback

    Pause/Resume

    Conversation Search

    Full Text Search

    Role-based Access Control

    Automated Data Retention

    Audit Logging

    Conversation Import/Export

    Active Directory Synchronization

    Integration APIs

    Contact Center Integration

    Silent Monitoring

    Whisper Coaching

    Desktop Screen Capture

    Agent Evaluation

    Forecasting and Scheduling

    Adherence

Package features

Essential IM
Archiving

Essential Call
Recording

Essential Quality
Management

Essential Workforce
Management

Essential Workforce
Optimization

Capture instant
messages
Capture
voice
Assure
service quality
Foster
efficiency
Gain operational
excellence
Instant Message Capture
Voice Capture
Web interface with View/Playback
Pause/Resume
Conversation Search
Full Text Search
Role-based Access Control
Automated Data Retention
Audit Logging
Conversation Import/Export
Active Directory Synchronization
Integration APIs
Contact Center Integration
Silent Monitoring
Whisper Coaching
Desktop Screen Capture
Agent Evaluation
Forecasting and Scheduling
Adherence

Professional services

Leverage world class consultancy services to  make the most of your Verint Essential investment.

Essential IM
Archiving

Essential Call
Recording

Essential Quality
Management

Essential Workforce
Management

Essential Workforce
Optimization

Capture instant
messages
Capture
voice
Assure
service quality
Foster
efficiency
Gain operational
excellence
End User Training
Quality Supervisor Training
WFM System Administrator
Training
WFM Unified User Management
Training
WFM Forecast and Scheduling
Training
WFM Application Admin
Training
WFM Monitoring and
Management Training

Add-ons

Your business can enrich the basic set of features with other add-on applications such as advanced compliance features, speech analytics, mobile recording, text/voice redundancy and more, a la carte for an additional fee.

Features

Description

Voice Capture Complements the IM Archiving plan with voice recording
Encryption and Legal Hold Includes encryption, legal hold and announcements
Voice/IM Redundancy Offers voice and text redundancy
Speech Transcription Gives the ability to convert audio and video communications into written text
Carrier Mobile Capture Record, archive and analyze mobile interactions
Screen and Content Capture Complements the Call Recording plan with desktop screen capturing
Video Conference Capture Record and archive conference room video
Ethical Wall (Regulate) For end-to-end communication governance efforts

Verint Essential
IM Archiving

Easily record and retrieve instant messaging, regardless of where were they recorded in your company. Verint Essential IM Archiving securely captures, indexes, archives and retrieves IM interactions across multiple channels for easy search and review, to 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 Essential IM Archiving, you can confidently meet strict compliance demands and capture value from your IM interactions in a searchable repository.

Our solution provides a unified search experience, where IM conversations are presented in the same view as your voice and video calls. Verint Essential IM Archiving currently supports the following environments:

  • Cisco Jabber
  • Skype for Business
FULL TEXT SEARCH

Run secure search across millions of instant message to capture real value from text-based conversations. Our solution provides a single search experience for voice, video and IM conversations.

SECURE ACCESS CONTROL

Verint Essential IM Archiving provides a highly customizable role-based user access control policy framework to tackle the most complex access control scenarios at your company.

IMPROVED USER EXPERIENCE

IM sessions are presented in a smart conversation viewer, which shows the entire conversation. The solution stores the entire clear text / rich text or HTML formatted conversation for complete session recall.

Explore the features

Instant Message Capture

Securely capture instant messaging across multiple Unified Communications platforms (Cisco, Skype for Business, etc.) 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

It’s easier than ever before to locate and replay 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

Take full control over what actions are available and who can view and 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

Change log histories and full audit trails also assist in detecting security violations, performance issues and any application flaws. Verba presents extensive activity logging, providing 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

The software can 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.

Secure Web Interface with View/Playback

The solution’s omnichannel interaction player provides personalized access to speaker-separated audio waveforms, speech analytics categories, confidence score, keywords, markers, screen recording, applications used by employees, and more. You can easily review interactions and activities conducted on or off the phone, without the need to toggle between multiple screens to complete evaluations. The solution’s intuitive, customizable interface allows you to arrange your workspace to meet your individual needs and preferences.

Full Text Search

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

Automated Data Retention Policies

Verba provides a sophisticated storage policy framework allowing your business to define rules for data retention. 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

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

Integration APIs

The platform 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 Essential
Call Recording

Embrace a proven solution to seamlessly record any voice conversation within your mid-sized contact center, back office or trading floor. Verint Essential Call Recording captures, indexes, archives and retrieves voice conversations across multiple Unified Communications channels for easy search and playback.

Record voice from multiple platforms

Verint Essential Recording offers a conversation and collaboration recording solution for small and medium-sized businesses. It is built on our award-winning recording system serving the most common conversation scenarios with a variety of recording modes and methods. We are able to monitor conversations in the background without interfering with call performance or impacting caller experience.

Regardless of the channel or the device, you can choose from always-on, selective or on-demand recording modes, that adapt to your recording needs with flexibility. The infinite recording technologies allow for passive SIP and  Skinny Recording,  network recording, gateway forking, dial-in recording, proxy-based recording and dual-stream recording. Add significant value and functionality to your existing UC deployment with Verint Essential Recording.

RECORDING REDUNDANCY

We provide redundancy options for various modalities ensuring that all conversations get into the recorded database to avoid costly disruptions and ensure high availability of your recordings.

CUSTOMIZABLE DEPLOYMENT OPTIONS

Built on a robust recording platform, we offer centralized or multi-site recording. Share your recording resources easily and securely among multiple tenants to maximize cost-effectiveness.

FLEXIBLE RECORDING SCENARIOS

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

Explore the features

Voice Capture

Securely capture voice-based conversations across multiple Unified Communications platforms (Cisco, Skype for Business, etc.) to meet your regulatory compliance requirements and financial quality management objectives. Apply your recorded calls in key business applications such as legal compliance management, quality assurance, risk mitigation, dispute resolution and more.

Conversation Search

It’s easier than ever before to locate and replay 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

Take full control over what actions are available and who can view and 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

Change log histories and full audit trails also assist in detecting security violations, performance issues and any application flaws. Verba presents extensive activity logging, providing 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

The software can 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.

Secure Web Interface with View/Playback

The solution’s omnichannel interaction player provides personalized access to speaker-separated audio waveforms, speech analytics categories, confidence score, keywords, markers, screen recording, applications used by employees, and more. You can easily review interactions and activities conducted on or off the phone, without the need to toggle between multiple screens to complete evaluations. The solution’s intuitive, customizable interface allows you to arrange your workspace to meet your individual needs and preferences.

Full Text Search

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

Automated Data Retention Policies

Verba provides a sophisticated storage policy framework allowing your business to define rules for data retention. 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

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

Integration APIs

The platform 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 Essential
Quality Management

Verint Essential Quality Management can help your back office, trading floor and contact center operations transition to smarter customer engagement. With this proven solution, you can efficiently select and evaluate a large number of interactions across business channels based on business relevance, employee performance, and customer input. It’s an essential tool to gain insight into a wide spectrum of communications and customer interactions.

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 Essential Quality Management, 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.

DRIVE AGILE EVALUATION

Design flexible, intelligent evaluation forms quickly and tailor them to specific interaction types. Quality scores can feed KPIs in scorecards, which in turn can drive performance-based coaching and eLearning.

A WORLD OF INTEGRATIONS

Leverage deep integration with a set of market-leading contact center solutions through Cisco and Skype for Business environments to enrich your recorded communications and collect valuable metadata about each interaction.

LEVERAGE SCREEN CAPTURING

Record your agents’ desktop screen for vital context and a complete view of performance. Analysts and quality assurance specialists can monitor interactions and use recordings for in-depth analysis and general feedback on your personnel’s regulatory adherence.

Explore the features

Voice Capture

Securely capture voice-based conversations across multiple Unified Communications platforms (Cisco, Skype for Business, etc.) to meet your regulatory compliance requirements and financial quality management objectives. Apply your recorded calls in key business applications such as legal compliance management, quality assurance, risk mitigation, dispute resolution and more.

Conversation Search

It’s easier than ever before to locate and replay 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

Take full control over what actions are available and who can view and 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

Change log histories and full audit trails also assist in detecting security violations, performance issues and any application flaws. Verba presents extensive activity logging, providing 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

The software can 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.

Secure Web Interface with View/Playback

The solution’s omnichannel interaction player provides personalized access to speaker-separated audio waveforms, speech analytics categories, confidence score, keywords, markers, screen recording, applications used by employees, and more. You can easily review interactions and activities conducted on or off the phone, without the need to toggle between multiple screens to complete evaluations. The solution’s intuitive, customizable interface allows you to arrange your workspace to meet your individual needs and preferences.

Silent Monitoring

Verba provides silent monitoring capabilities seamlessly for contact center supervisors or other administrators. List the ongoing calls and activate the silent monitoring function directly from the web-based user interface.

Desktop Screen Capture

Recorded voice and desktop screen recordings are merged together to form a unified media file for synchronized playback. Streamline customer interactions with a holistic view of agents’ performance. Use captured screen activity for in-depth analysis and general feedback of your agents’ performance to help you foster integrity and improve efficiency.

Instant Message Capture

Securely capture instant messaging across multiple Unified Communications platforms (Cisco, Skype for Business, etc.) 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.

Full Text Search

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

Automated Data Retention Policies

Verba provides a sophisticated storage policy framework allowing your business to define rules for data retention. 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

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

Integration APIs

The platform 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.

Contact Center Integration

Verba provides deep integration with Cisco UCCX, Cisco UCCE, Luware, Mitel, Workstreampeople, Altigen, ComputerTalk, Geomant, Competella and more. While recording audio or video-based conversations or your agent’s desktop screens, our platform communicates with your contact center solution and collects additional meta information and parameters about each interaction. Enrich conversations with contact center and other external business information using our extensive integrations and APIs.

Whisper Coaching

Improve your service on the go. Listen into ongoing phone conversations and talk to the agent, without the customer hearing the conversation. Fine-tune your interaction with customers with real time guidance for your agents.

Evaluations

Increase customer satisfaction and improve agent performance with customizable agent evaluation forms. Use multiple question types, weighing and skill assignments to ensure alignment with your quality standards in each interaction.

Verint Essential
Workforce Management

Leverage a single, unified solution to balance customer and employee satisfaction and engagement across customer-serving departments. This module helps simplify the complex task of forecasting and scheduling as well as reducing costs by staffing appropriately to meet your workload, monitor adherence, drive business growth and operational excellence, and improve employee effectiveness and retention.

Schedule and manage your staff effectively

In today’s customer service operations, contact and work volumes can be moving targets. And when you factor in multiple sites, expanded media options, staff proficiencies and preferences, complex work rules and types, and customer expectations, the task of forecasting and scheduling can become difficult to manage without sophisticated analysis.

Verint Essential Workforce Management 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.

Since staffing can account for up to 70 percent of your contact center, branch, and back-office operating costs, it’s important to schedule and manage employees effectively. Verint Workforce Management 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.

EFFORTLESS FORECASTING

Forecast daily and long-term workload, monitor adherence to schedule and enable intraday trends to be tracked against forecasts for quick action.

SMART SCHEDULING

Create employee schedules to help meet service levels consistently and cost-effectively, while accommodating employee proficiencies, quality scores, skills, preferences, and performance.

DRIVE EMPLOYEE ENGAGEMENT

Use a single, unified solution to help your organization balance customer and employee satisfaction and engagement with cost constraints across customer-serving departments.

Explore the features

Forecasting and Scheduling

Forecasting and scheduling take into account work areas and different employee positions as well as customer-facing and non-customer-facing activities to build a model. The forecasting module can also consider team characteristics or attributes like regional demographics, physical team layout, and revenue potential to further refine the results.

Adherence

Adherence uses application monitoring to compare employee schedules to employee activity, tracking customer-facing activities, idle time, and non-customer-facing activities and notes exceptions. Reporting can quickly show managers the schedule adherence — and variance — between forecasted, scheduled, and actual agents in a given location at fifteen minute intervals.

Verint Essential Workforce Optimization

Capture, evaluate, enrich, manage, and analyze omnichannel interactions across your environment to optimize engagement, drive revenue and enhance compliance. Verint Essential Workforce Optimization combines conversation recording, quality management and workforce management to enable your organization to capture interactions and manage employee performance, so they can make better, faster, and easier decisions.

Get the most out of your workforce and streamline operations

One of the keys to effective customer engagement is the ability to manage the performance and productivity of your employees who are part of the service delivery process. Small and medium businesses need to be able to drive workforce and operational efficiency, take advantage of quality management and workforce management processes, and share intelligence with other areas of the enterprise.

Verint Essential Workforce Optimization 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 Essential Workforce Optimization to capture and store interactions, heighten quality, ensure compliance and help manage the availability and performance of employees in targeted areas of their businesses.

Verint Essential Workforce Optimization comprises a suite of features and services that address a variety of functions, including communication capturing, playback controls, text and speech search, data retention policies, security mechanisms, scheduling and forecasting, and more, combined with a myriad of integrations.

ENGINEERED FOR IMPROVED RESULTS

Use Verint Essential Workforce Optimization to benefit from simplified system administration and maintenance, real-time enterprise collaboration, intuitive interfaces and navigation, and reduced total cost of ownership.

SCALE AND EXTEND YOUR CAPABILITIES

Apply optional building blocks, like speech transcription and mobile recording, for helping you make better business decisions and record an even wider spectrum of channels.

ONE UNIFIED, OPEN SUITE

Each solution stands as best-of-breed and comes with out-of-the-box APIs, making it easy to integrate into your existing environment.  The intelligence created is also easily shared with solutions outside the portfolio, driving actionable intelligence that enables quick decision-making.

Explore the features

Voice Capture

Securely capture voice-based conversations across multiple Unified Communications platforms (Cisco, Skype for Business, etc.) to meet your regulatory compliance requirements and financial quality management objectives. Apply your recorded calls in key business applications such as legal compliance management, quality assurance, risk mitigation, dispute resolution and more.

Conversation Search

It’s easier than ever before to locate and replay 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

Take full control over what actions are available and who can view and 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

Change log histories and full audit trails also assist in detecting security violations, performance issues and any application flaws. Verba presents extensive activity logging, providing 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

The software can 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.

Secure Web Interface with View/Playback

The solution’s omnichannel interaction player provides personalized access to speaker-separated audio waveforms, speech analytics categories, confidence score, keywords, markers, screen recording, applications used by employees, and more. You can easily review interactions and activities conducted on or off the phone, without the need to toggle between multiple screens to complete evaluations. The solution’s intuitive, customizable interface allows you to arrange your workspace to meet your individual needs and preferences.

Silent Monitoring

Verba provides silent monitoring capabilities seamlessly for contact center supervisors or other administrators. List the ongoing calls and activate the silent monitoring function directly from the web-based user interface.

Desktop Screen Capture

Recorded voice and desktop screen recordings are merged together to form a unified media file for synchronized playback. Streamline customer interactions with a holistic view of agents’ performance. Use captured screen activity for in-depth analysis and general feedback of your agents’ performance to help you foster integrity and improve efficiency.

Forecasting and Scheduling

Forecasting and scheduling takes into account work areas and different employee positions as well as customer-facing and non-customer-facing activities to build a model. The forecasting module can also consider team characteristics or attributes like regional demographics, physical team layout, and revenue potential to further refine the results.

Instant Message Capture

Securely capture instant messaging across multiple Unified Communications platforms (Cisco, Skype for Business, etc.) 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.

Full Text Search

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

Automated Data Retention Policies

Verba provides a sophisticated storage policy framework allowing your business to define rules for data retention. 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

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

Integration APIs

The platform 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.

Contact Center Integration

Verba provides deep integration with Cisco UCCX, Cisco UCCE, Luware, Mitel, Workstreampeople, Altigen, ComputerTalk, Geomant, Competella and more. While recording audio or video-based conversations or your agent’s desktop screens, our platform communicates with your contact center solution and collects additional meta information and parameters about each interaction. Enrich conversations with contact center and other external business information using our extensive integrations and APIs.

Whisper Coaching

Improve your service on the go. Listen into ongoing phone conversations and talk to the agent, without the customer hearing the conversation. Fine-tune your interaction with customers with real time guidance for your agents.

Evaluations

Increase customer satisfaction and improve agent performance with customizable agent evaluation forms. Use multiple question types, weighing and skill assignments to ensure alignment with your quality standards in each interaction.

Adherence

Adherence uses application monitoring to compare employee schedules to employee activity, tracking customer-facing activities, idle time, and non-customer-facing activities and notes exceptions. Reporting can quickly show managers the schedule adherence — and variance — between forecasted, scheduled, and actual agents in a given location at fifteen minute intervals.