Contact Center Integrations

Enriching your recorded customer interactions

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.

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

Improve agent performance and the quality of customer care

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.

Enriching communication recordings

Extract new data from your contact center interactions

By recording your contact center conversations, Verint Verba can obtain additional metadata – such as Agent IDs, Service Line, Application Name and more – for each conversation and store it in the Verint Verba Database allowing users to base their search filters on contact center specific information. In case of UCCX and UCCE, based on that data you get additional functionality in Verint Verba:

  • Dialed number searches– search for customer calls that came through a specific phone number into your contact center
  • Contact center queue-based QM projects– you can automatically add all calls coming from a queue to a certain quality management project
  • Identifying calls of an agent– you can focus on the calls of a certain agent, you will know their identity regardless of where they are placed in the contact center
  • Search in Interactive Voice Response (IVR) input– additional customer information collected from IVR are available (customer IDs, zip codes and more)
  • Additional CDR input – get more insight into the history of your recorded interactions

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.

Supporting collaborative customer care

Powering a wealth of integrations

Cisco

 Cisco Unified Contact Center Express (UCCX)
 Cisco Unified Contact Center Enterprise (UCCE)
 Cisco Finesse

Lync/Skype for Business

 Luware LUCS
 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.

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