Compliance Assessments & Silent Monitoring

In front-office and back-office environments, there is a constant need to track and assess workforce conduct and adherence to policies. It takes significant time and effort to monitor ethical behavior, detect areas that pose risk to your business, and mitigate conduct risk across your teams. Verint provides supervisors, compliance officers and administrators with the ability to run project-based compliance assessments and evaluate their teams based on multiple indicators to ensure they meet standards and perform at their best.

Streamlined Compliance Assessments

Trader Voice Recording for Financial and Trade Compliance
Compliance Evaluations

By using smart evaluation forms and scoring, managers can assess client interactions, sales practices and techniques and adherence to rules and policies. This solution allows users to select interactions randomly or by using a sample rate for an employee or group of personnel. Users can create effective evaluation forms for assessing the skills of their staff by using drag and drop functionalities accessible through the web interface. Using closed questions, multiple choice questions, text or numerical based questions, weighting and skill assignment features, your users can effortlessly design and customize evaluation forms to suit your specific requirements.

Using Verint’s scorecard functionality, you can gain an effective and easy-to-use method to measure the performance levels of your workforce. Scoring happens in evaluation projects and can be conducted consistently, defined by a set of conversations and an evaluation form used by the supervisors for scoring. The feature allows users to select interactions for evaluation and scoring with configurable access control.

Monitoring for Real-Time Insights

Silent Monitoring

Verint provides a robust silent monitoring solution for front-office, branch and back-office operations, augmented by group view and whisper coaching functionalities to help you boost quality management and track compliance in real time. Silent monitoring provides the ability for supervisors and administrators to monitor their personnel during ongoing interactions. It helps users verify that employees handle conversations in adherence to policies and allow them to detect signs of misconduct.

By tracking employee performance in real time, managers and supervisors can easily detect areas of improvement and identify potential areas of non-compliance to enable continuous improvement across your operations. Silent Monitoring is a standard, built-in function of the platform, providing a robust solution with extremely low latency during the monitoring process. Users can activate the recording of silent monitored interactions at any time, share evaluations and best practices with their team, all within one platform. Being able to track conversations while they occur will empower your users with advanced insights to help your staff handle critical conversations in a professional manner while following your internal policies.

Compliance Assessments

Don’t Compromise on Compliance

Secure Enterprise Archive

Store, control, and process recorded voice and eComms data securely and efficiently in a single, consolidated archive.

Benefit from an Integrated System

Unify your recordkeeping efforts by using a single platform while automating retention policies.

Robust Data Management

Export, import, validate or erase records when further retention is no longer legally required.

Enable Complete Call Recording Compliance

Automatically monitor the functionality of the recorder estate and validate the quality of the recorded data.

A Variety of Third-Party Integrations

Offering integration with a broad range of compliance storage and WORM archive solutions.

Improved Oversight and Efficiency

Automate compliance processes, use intuitive dashboards and robust compliance reporting for actionable intelligence.
Case Study

Saudi Arabian Bank Reduces Costs and Strengthens Compliance with Verint

A Saudi Bank records over 7,300 voice and chat interactions per day from Cisco UC and trader voice systems. Using Verint, their organization facilitated compliance with Saudi Arabian anti-money laundering laws while reducing hardware footprint, maintenance efforts, and operating costs.

Enhance Coaching & Training

Whisper Coaching & Dashboard View

In Cisco Collaboration environments, Verint also supports whisper coaching which allows the coaching party to talk to the monitored employee during an ongoing interaction, without the other participant(s) hearing the comments.  This allows organizations to implement real-time monitoring and coaching into their toolset in a very cost-effective way.

Moreover, Verint provides a deshboard view feature designed for compliance officers and administrators to monitor their staff’s real-time conversation status on a single dashboard, see individual employee desktop screen activity in a grid view and directly start silent monitoring sessions for selected members of their team.

Secure

Increased data security through powerful access control, audit logs, and secure workflows.

Versatile

Comprehensive evaluation and quality management framework designed for front and back-office operations.

Scalable

Scalable technology for single, multi-site, regional and global deployments

Cloud-ready

Can be deployed on premises, as cloud-based multi-tenant or virtual service provider solution

Automated

Automated workflows, best practice sharing, data visualization, and enhanced reporting.

Redundant

Offering recording redundancy and high availability options to ensure seamless recording.

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