Quality Management

The unparalleled features of Verint Verba Quality Management empowers contact center supervisors with rapid agent evaluation and scoring, real-time monitoring and policy control, conversation and screen capturing, enterprise-level reporting and intuitive dashboards. Identify best practices, design effective trainings, spot service quality irregularities and optimize resource allocation to improve customer experience.

Enhanced Expertise at Every Touchpoint

Gain valuable, advanced insights from collected parameters that are actionable, making it possible for heightened quality assurance activities for overall business improvements, continuity as well as customer relations.

Agent Evaluation

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.

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Scorecards

Score each interaction or certain specific interactions based on the evaluation questions. Identify hidden skills or lacking competencies in your agents with questions categorized by skill.

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Best Practice Sharing

Select recorded best practice calls and share them with comments to any group in the organization. Regular training sessions can be automated for contact center agents to listen to real-life examples and learn from expert comments.

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Screen Capturing

Recorded voice and desktop screen recordings are merged together to form a unified media file for synchronized playback. Streamline customer interactions with a 360-degree view of agents’ performance.

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Gain Real Insights, In Real Time

With increasing customer expectations and ever-growing competition on the marketplace, contact centers have a crucial impact on brands’ reputation. Improve agent performance, boost your customer interactions and ensure the integrity of your communications through a powerful set of real-time monitoring features and proactive communication policy enforcement capabilities.

Silent Monitoring

Verint 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.

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Agent View

The Agent View provides contact center supervisors the ability to see conversation status of all agents on a single screen, view specific agent desktop screens or start monitor sessions.

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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.

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Content Filtering

Enforce internal and industry standard privacy policies, apply profanity filtering and ensure solid PCI DSS compliance via real-time blocking, redacting and alerting any content across instant messages.

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Capture Everything, Whatever the Platform

Today, no business can afford to record only certain channels of their real-time communications. Over the years Verint Verba has developed a full suite of solutions that allows you to record voice. video and other forms of communication from a number of different sources, quality management solutions and communications platforms.

Multiple Modalities

Record not only voice calls, but IM, video, desktop screens, application and screen sharing, whiteboarding, file transfer, Q&A and polls. This ever-increasing list ensures your ability to capture all your customer communications.

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Platform Independent

Verint Verba supports recording across leading Unified Communications environments such as Avaya CM, Cisco UC, Skype for Business and more. Enrich your UC investment with a proven, cross-platform compatible solution.

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Contact Center Integrations

Record your customer service teams and enrich your captured interactions with contact center specific information for new insights. Our set of integrations with industry-leading contact center solution providers is still growing.

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PCI-DSS Ready

Protect cardholder data and stay PCI-DSS compliant throughout your customer communications. Pause and resume conversation recording either automatically or manually to avoid capturing sensitive information.

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Uncover Value From Any Interaction

Being able to capture business intelligence from a vast amount of recorded interactions with speed gives your business unmatched strategic advantage. Detect communications irregularities and let your recordings transform into business level insights.

Phonetic Search

Uncover vital business information hidden in your communications. Detect key words or phrases in voice or video recordings that provide actionable insights into customer trends or communication irregularities.

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Speech Transcription

Available in multiple languages, the voice transcription engine gives you the ability to convert your audio and video communications into written text. Improve the accuracy of your searches and gain new insights with advanced text analytics.

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Automatic Labeling

Work proactively by automating the detection of recurring compliance and customer issues. Automated labeling allows you set up and maintain labeling rules based on Conversation Details and Speech Phrase Hits.

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Voice Quality Check

Improve the quality of the conversations. Detecting voice quality issues, long periods of silence or people talking over each other enables you to uncover network bottlenecks and processing anomalies.

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Preserve What Matters

Verint Verba provides a sophisticated archival policy framework allowing companies to define rules for data retention, validation, access and secure storage. Safeguard your interactions and rest assured that your data is in safe hands.

Digital Signatures & End-to-end Encryption

Prevent your recordings from being tampered with. Both media and file based metadata can be digitally signed and encrypted to ensure full data integrity and to help you avoid non-compliance fines and data breaches.

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Data Retention Policies

Use a sophisticated storage policy framework allowing your administrators to define rules for data retention and control the recorded data lifecycle in the system.

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Storage Integrations

Verint Verba supports the largest set of 3rd party storage integrations in the industry. Chances are you don’t need to change your existing storage solution to take full advantage of Verint Verba’s capabilities.

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Role-based Access Control

Our role-based access control mechanism enables flexible adaptation to your organization’s security and business needs. Configurable password policies, four-eyes principle support and full audit trail ensure authorized access to information.

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Enabling Your Operational Excellence

Verint Verba offers a powerful reporting solution enabling business decision makers, supervisor and IT department members to gain insight into the various metrics of the contact center operation.

Dashboards

See agent performance and other key metrics of the recording system for many individuals in an organization at a glance. Identify anomalies that could turn into significant business issues, and provide you an entry point for digging deeper into root causes.

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Reporting

The easy-to-use Verint Verba reporting module allows to create standard format reports right at your fingerprints. Accessible directly from the web-based user interface, the feature offers advanced visualization and enables fact-based, data-driven business decisions to support your future growth.

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