In order to operate effectively, contact centers strive to constantly monitor and measure the productivity of customer care agents. Therefore, capturing your customer interactions is crucial from a quality management perspective, however, your recordings without precise contact center information are very hard to navigate. Here is where Verint Verba’s contact center integrations come into play.
Enriching your recorded customer interactions
Verint Verba provides deep integration with a set of market-leading contact center solutions to enrich your recorded customer communications. Verint Verba teamed up with various partners to enhance the collaborative customer care experience through omni-channel recording and quality management capabilities.
Meet your defined quality standards and industry regulations
Increase customer satisfaction and strengthen brand loyalty
Explore new data specific to your contact center interactions
Contact center integrations
Verint Verba provides deep integration with Cisco Unified Contact Center Express (UCCX), Cisco Unified Contact Center Enterprise (UCCE), Luware LUCS, Mitel MiContact Center, Workstreampeople Anywhere 365, Altigen MaxUC Contact Center, ComputerTalk ICE Contact Center, Geomant Contact Expert, Competella and other contact center environments.
These integrations come built-in within the Verint Verba platform available within the Verint Verba Improve module. 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. Besides automated data enrichment, Verint Verba users can also add additional information using manual annotations and markers through our phone, desktop and web apps.
Cisco Finesse integration
Verint Verba integrates seamlessly with Cisco’s next-generation agent and supervisor desktop, Cisco Finesse, that integrates traditional contact center functions into a thin-client desktop. The Verint Verba Gadget provides enhanced functionalities and enriches the collaborative experience within your customer service organization.
The carefully designed Verint Verba Gadget incorporates unique functions to search and retrieve conversations while displaying ongoing conversations. The platform also offers Cisco Finesse users with the ability to diversify their recording toolset by fine-tuning capturing modes with mute, on-demand and start/stop manual conversation recording, based on their specific needs.
Powering a wealth of integrations
Cisco Unified Contact Center Express (UCCX)
Cisco Unified Contact Center Enterprise (UCCE)
Lync/Skype for Business
Mitel MiContact Center
Workstreampeople Anywhere 365
Altigen MaxUC Contact Center
ComputerTalk ICE Contact Center
Geomant Contact Expert
Competella Contact Center
Enhance the quality of your customer care
Verint Verba brings future-proof unified communications recording and quality management capabilities to enrich your customer interactions through multi-modal recording, agent evaluation, scoring, silent monitoring, screen capturing and reporting with customizable dashboards. Using one unified platform that’s easy to set up, quick to search, and accessible from anywhere, Verint Verba is the only platform to provide quality management for integrated instant messaging, voice, video, and desktop screen recording.
Moreover, built on a robust single recording platform, Verint Verba offers centralized or multi-site recording. Easy to manage and highly secure, recording resources can be shared among multiple tenants to maximize cost-effectiveness. Empower your supervisors and managers with the right tools to meet and exceed quality performance objectives.