Verint® Systems Inc. (NASDAQ: VRNT) today
announced the availability of the latest version of Audiolog™ for
Contact Centers—its advanced, digital multimedia recording,
evaluation, archiving and quality assurance solution. Expressly
designed for today’s small and mid-sized (SMB) contact centers, the
software supports and facilitates multichannel customer interaction
service delivery and introduces new security and risk management
capabilities, enabling businesses to excel in serving customers
across communications channels, while adhering to compliance
requirements and evolving industry standards.
Supporting the Multimedia Customer Across Sales/Service
Channels
Traditional audio, call-based service—while still a popular
channel, particularly in certain demographics—is starting to give
way to multichannel sales and support, driven largely by consumer
demand to do business with organizations at the time, place and
channel of their choosing. To equip today’s SMB contact centers to
respond to the rise in multimedia communications channels and
devices, Verint® Witness Actionable Solutions® has added a host of
enhancements to its Audiolog for Contact Centers software--which
became generally available in December 2010.
The solution, backed by Verint’s industry-leading workforce
optimization (WFO) and recording patent portfolio, operates on a
single platform and features robust, new, advanced multimedia
recording, storage, retrieval and playback capabilities. For
businesses, this translates into the ability to more effectively
capture, analyze and respond to audio interactions, screen data and
now other popular multichannel systems and channels—ranging from
digital, analog and IP phones; to PBXs, ACDs and dialer systems; to
SMS/text, email, web chat and even pictures and videos.
Contact center managers can use Audiolog’s new multimedia replay
interface to select and playback—in a timeline—multiple
communications from a customer or group of customers across media
types, such as calls in addition to emails and chat sessions. These
multiple communications, as related to a specific issue of concern,
can then be saved as a single case, for example, to facilitate more
effective investigation and service/complaint follow up.
“Whether small or large in size, today’s contact centers require
forward-thinking and sound strategies backed by solutions that
provide a singular view of customers’ experiences, enable
multichannel sales and service, and support companies as they
redefine their customer experience-shaping metrics to focus on such
measures as first contact resolution,” notes Ken Landoline,
principal analyst, Unified Communications and Contact Centers,
Current Analysis. “Verint is well equipped to help today’s small-
and mid-sized centers achieve just that with the latest
enhancements to its advanced SMB recording and quality assurance
solution.”
Together the software’s functionality supplements the industry’s
most robust workforce optimization solution for SMB contact
centers. Part of Verint’s market-leading workforce optimization
solution set, Audiolog’s core multimedia recording and quality
management capabilities can be supplemented with robust
functionality for workload forecasting, staff scheduling, employee
coaching and training, and customer feedback surveys to enhance
sales and service delivery, quality and compliance requirements,
internal business processes and the customer experience.
By leveraging Audiolog’s proven recording, quality assurance and
training capabilities, managers can help ensure consistent and
appropriate customer service response and delivery by channel, as
well as provide coaching and training to their agents as they work
to master sales and service in today’s Web 2.0 world. They also can
capitalize on core Audiolog functionality that enables users to
place alerts on interactions, attach comments, and share them with
appropriate departments, groups and individuals company-wide to
collaborate on product/service issues, process fixes, rising
business trends and more.
Advancing Security and Compliance; Supporting Evolving
Industry Standards
In addition, Audiolog for Contact Centers features enhancements
designed to help smaller and mid-sized centers meet their
compliance, risk management and quality management requirements
with such newly available functionality as encryption
management.
Protecting customer data and sensitive information is a complex
process for which privacy is a top concern. In most centers, calls
are recorded for quality, compliance, third-party verification, and
training and development. As a result, requirements exist for
organizations to broaden and enhance their data security
strategies, processes and technologies with privacy measures
designed to protect sensitive consumer information. A driving force
behind these mission-critical security efforts is the Payment Card
Industry Data Security Standard (PCI DSS)—a worldwide information
security standard assembled by the Payment Card Industry Security
Standards Council (PCI SSC), a global forum for the ongoing
development, enhancement, storage, dissemination and implementation
of security standards for account data protection.
With Audiolog, users can now benefit from the ability to add
AES-256 encryption to protect audio, screen and related data when
recorded, in transit and archived. The addition of encryption
management further enhances the options Audiolog users have in
complying with the PCI DSS for their call recordings. Via Verint
patent-protected Advanced Desktop Analytics, Audiolog users have
had the ability to pause and resume recording via user-defined
triggers activated based on activities on the agent’s screen,
enabling seamless real-time avoidance of the capture of sensitive
information, such as the entire payment transaction or just the
CVV2 code. Further, with Advanced Desktop Analytics, recordings can
be automatically appended with important, transaction-related data
pulled from the agent’s screen, such as transaction value, customer
identifier or account type, for easy search and replay. Now that
Audiolog customers also have the option of strong, end-to-end
encryption in addition to recording pause and resume that can be
desktop event-, application- or manually-triggered, the compliance
options offered with Audiolog are among the strongest available
anywhere in the call center recording market.
“Today’s contact centers, regardless of their size, need robust,
advanced tools to help them use customer service as a core
differentiator, respond to consumer demand for sales/service across
multiple channels, and protect themselves and their customers with
advanced security and risk management capabilities,” says Gary
Trudo, vice president, public safety and mid-market solutions,
Verint Systems. “Capturing, analyzing and responding to the
multichannel ‘voice of the customer’ is vital in today’s business
environment, as is the need for a multi-dimensional view into
customer service operations, further reinforcing the benefits
Audiolog for Contact Centers brings to the market.”
About Audiolog for Contact Centers
Featuring multimedia full-time, on-demand, scheduled and
criteria-driven recording, along with rapid access to captured
interactions to help identify opportunities for improved customer
service, expedited dispute resolution and reduced liability,
Audiolog for Contact Centers helps optimize service quality,
heighten customer experiences, adhere to compliance and security
requirements, and improve operational effectiveness—reliably,
securely, and cost-effectively. Built on thousands of successful
implementations, it can be further enhanced with such powerful
workforce optimization functionality as workforce management,
speech analytics, performance scorecards and eLearning. Click here
to learn more.
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the leader in workforce
optimization software and services. Its solutions are designed to
help organizations of all sizes capture customer intelligence,
uncover business trends, discover the root cause of employee and
customer behavior, and optimize the customer experience. From
contact centers to remote office, branch and back-office
operations, its award-winning, next-generation Impact 360®
Workforce Optimization™ suite is the industry’s most unified
solution set—featuring quality monitoring and recording, workforce
management, customer interaction analytics (speech analytics, text
analytics, data analytics and customer feedback surveys), desktop
and process analytics, performance management, eLearning and
coaching. Impact 360 helps improve the entire customer service
delivery network, powering the right decisions to help ensure
service excellence and transform organizations into
customer-centric enterprises.
About Verint Systems Inc.
Verint® Systems Inc. is a global leader in Actionable
Intelligence® solutions and value-added services. Our solutions
enable organizations of all sizes to make timely and effective
decisions to improve enterprise performance and make the world a
safer place. More than 10,000 organizations in over 150
countries—including over 80 percent of the Fortune 100—use Verint
solutions to capture, distill, and analyze complex and underused
information sources, such as voice, video, and unstructured text.
Headquartered in Melville, New York, we support our customers
around the globe directly and with an extensive network of selling
and support partners. Verint is listed on the NASDAQ Stock Market
under the symbol “VRNT.” Visit us at our website at
www.verint.com.
This press release contains forward-looking statements,
including statements regarding expectations, predictions, views,
opportunities, plans, strategies, beliefs, and statements of
similar effect relating to Verint Systems Inc. These
forward-looking statements are not guarantees of future performance
and they are based on management's expectations that involve a
number of risks and uncertainties, any of which could cause actual
results to differ materially from those expressed in or implied by
the forward-looking statements. For a detailed discussion of these
risk factors, see our Annual Report on Form 10-K for the year ended
January 31, 2010 and our Quarterly Report on Form 10-Q for the
quarter ended October 31, 2010. The forward-looking statements
contained in this press release are made as of the date of this
press release and, except as required by law, the Company assumes
no obligation to update or revise them or to provide reasons why
actual results may differ.
VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING
ACTIONABLE INTELLIGENCE, INTELLIGENCE IN ACTION, ACTIONABLE
INTELLIGENCE FOR A SMARTER WORKFORCE, VERINT VERIFIED, WITNESS
ACTIONABLE SOLUTIONS, STAR-GATE, RELIANT, VANTAGE, X-TRACT,
NEXTIVA, EDGEVR, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT
360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY,
CONTACTSTORE, and CLICK2STAFF are trademarks or registered
trademarks of Verint Systems Inc. or its subsidiaries. Other
trademarks mentioned are the property of their respective
owners.
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