Verint Verba provides your business with unparalleled multi-modal communication recording and quality management capabilities not only based on instant messaging, voice and video conversations, but also by giving you the ability to capture your agents’ desktop screen. And by doing so, our platform delivers everything your customer care managers and supervisors need to exceed quality performance objectives while providing the means for creating and sustaining an empowered and fully engaged workforce.
Capture value from your customer interactions
Gain a new level of insights into your agents’ performance and give valuable feedback on any specific conversation to help your personnel meet quality and compliance standards and perform at their best. For vital context and a complete agent view, Verint Verba records an agent’s or all agents’ desktop screen during or after customer interactions, using a small screen capture application. At the same time, Verint Verba also lets you prevent the recording of sensitive data using flexible APIs that are specifically built to comply with PCI-DSS and other standards.
Meet your defined quality standards and industry regulations
Increase customer satisfaction and strengthen brand loyalty
Gain a holistic view of agent performance
Screen Capturing is an optional module of the Verint Verba Quality Management solution. Contact center supervisors and managers are now able to monitor and evaluate agent performance by recording the content of the agents’ computer desktop screen during customer interactions. This can be used for in-depth analysis and general feedback of your agents’ performance to help you increase the quality of your customer care.
The lightweight screen capture agent module is installed on the agent computer and it automatically records the screen activity during the agent’s calls. The recorded screen capture video files are automatically uploaded to the Verint Verba Media Repository server, where the files are merged with the audio counterparts, providing a single, synchronized media file for playback.
Pause and Resume
Payment Card Industry Data Security Standard (PCI-DSS) or other policies require to control the screen capturing by pausing and resuming the process when certain conditions are met, for instance when card holder PIN code is entered on the screen. With the aim to comply with these requirements, the Verint Verba platform enables your users to trigger the pause/resume functionality manually and automatically using APIs. Verint Verba ensures that your customers’ most sensitive information is always
Verint Verba ensures that your customers’ most sensitive information is always protected and that your business easily and effectively mitigates risk while meeting the high standards of PCI-DSS compliance.
- Automatic recording mode – Automatically starts the screen capturing process when the associated conversation starts and automatically stops the recording process after the conversation ends.
- Invisible mode – The application can be configured to work completely invisible on the client PC.
- Recording of after call wrap-up – Screen recordings can continue for configured amount of time after the end of the conversation.
- Automatic uploads – The screen capture video recordings are automatically uploaded and synchronized with the audio counterparts on the Media Repository server.
- Ability to choose from various recording modes – It is possible to choose from multiple scenarios: record primary screen only, all screens, screen of the current in-focus window or current in-focus window.
Enhance the quality of your customer care
Quality Management extends Verint Verba’s unified recording capabilities to provide full business insight into your service quality and performance, enabling quality standards to be met, training needs identified and fulfilled, and agent performance measured and improved through continuous feedback – all of which drive up customer satisfaction and nurture customer loyalty.
Organizations from all around the world seek to improve their business through increasing customer satisfaction and agent performance in their contact centers. Verint Verba Quality Management was designed with this vision in mind. Integrated with the Verint Verba platform, the comprehensive set of quality management features allow contact centers to develop quality assurance and boost their productivity.