Verint Launches Automated Verification, a Robotics Process Automation Solution to Eliminate Manual Testing of Communications ...
December 05 2018 - 4:00PM
Business Wire
New Automation Solution is Designed to Reduce Costs, Improve
Compliance and Customer Experience
Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement
Company™, today announced the launch of its patent-protected
Automated Verification™ solution to monitor the end-to-end health
of communications systems. The solution is part of the company’s
broader set of Workforce Engagement offerings.
Verint Automated Verification is a new, advanced robotic process
automation (RPA) application that brings to customers a large team
of “virtual engineers” to help eliminate time-consuming and
incomplete manual testing of communications systems. Today’s
communications infrastructure environment is complex, and many
organizations don’t have the highly-skilled technical resources
that are required to proactively manage it. When a problem is
eventually discovered, accurate diagnosis requires skilled
employees to examine the installation, configuration and
maintenance of multiple systems. Verint’s solution proactively
alerts the organization to possible issues, potentially saving
man-weeks of time and effort often experienced with today’s manual
processes.
“In many organizations, the contact center is the strategic
nerve center that drives customer engagement and loyalty,” said
Dick Bucci, Principal, Pelorus Associates. “IT teams have invested
heavily in communications systems across multiple sites, including
the cloud. The end result is a complex system that requires
constant testing and monitoring, but it’s all piecemeal and manual.
Verint Automated Verification can monitor and test the entire
system—from the switch, to the audio quality in the handset, to
recording—enabling the IT team to focus on more strategic
initiatives that drive customer satisfaction and regulatory
compliance.”
In addition to contact center applications, the new solution can
improve compliance in back office and financial trading
applications. Using Verint Automated Verification, a financial
services organization improved its adherence to voice recording
regulations, reduced fines and saved more than 10,000 hours of
manual effort by automating the monitoring of its communications
infrastructure.
“Successful conversations between customers and agents are
critical to maintain customer satisfaction. This solution automates
the monitoring process to ensure calls are received, routed and
recorded properly,” said Verint’s John Goodson, senior vice
president and general manager, products. “Verint’s Automated
Verification saves time and reduces costs by reducing the number of
system issues that occur, the time it takes to diagnose issues, the
risks of legal and financial penalties and helps ensure consistent,
positive customer experiences across cloud, on-premises and hybrid
environments.”
Verint’s solution uses intelligent automation to eliminate some
of the most common inefficiencies that drain IT resources in the
contact center. Features include:
- Automated System Check – Begins
each day automatically identifying the products and versions across
the telephony system and applies the correct tests to ensure that a
call that comes in on the switch travels across applications and is
recorded as expected. It then surfaces the changes and provides
alerts to software issues on the system dashboard. This eliminates
the need for highly-skilled resources to continually monitor
applications, rewrite tests to reflect upgrades, update alerts or
identify potential root causes for failures.
- Efficient Operations Check –
Provides “walk-the-floor” audio quality testing at the last stop on
a call’s journey, ensuring individual platforms, recorders and
handsets are delivering calls in an auditable fashion. It enhances
the efficiency of what was a completely manual and incomplete
process, moving from spot checks to automatic testing of each
line.
- Real-Time Policy Check –
Monitors and compares every live call with the recording,
identifying configuration issues in real-time, surfacing any errors
early for quick remediation and ensuring compliance with SLAs or
regulations.
For more information about Verint’s Automated Verification
solution to monitor the end-to-end health of contact center
communications systems, click here. And, to register for the
webinar titled, “Solving Top 5 IT Inefficiencies in the Contact
Center”, on Thursday, December 6, 2018 at 2:00pm, ET, click here.
To learn more about the company’s Workforce Engagement offerings
that empower employees with modern, cloud or on-premises tools to
help deliver exceptional customer experiences,
click here.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable
Intelligence® solutions with a focus on customer engagement
optimization, security intelligence, and fraud, risk and
compliance. Today, over 10,000 organizations in more than 180
countries—including over 85 percent of the Fortune 100—count on
intelligence from Verint solutions to make more informed, effective
and timely decisions. Learn more about how we’re creating A Smarter
World with Actionable Intelligence® 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, uncertainties and assumptions, 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 fiscal year ended January 31, 2018, our Quarterly
Report on Form 10-Q for the quarter ended July 31, 2018, and other
filings we make with the SEC. 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, Verint assumes no
obligation to update or revise them or to provide reasons why
actual results may differ.
VERINT, ACTIONABLE INTELLIGENCE, THE CUSTOMER ENGAGEMENT
COMPANY, NEXT IT, OPINIONLAB, TERROGENCE, SENSECY, CUSTOMER
ENGAGEMENT SOLUTIONS, CYBER INTELLIGENCE SOLUTIONS, EDGEVR,
RELIANT, VANTAGE, STAR-GATE, SUNTECH, and VIGIA are trademarks or
registered trademarks of Verint Systems Inc. or its subsidiaries.
Other trademarks mentioned are the property of their respective
owners.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20181205005820/en/
Media RelationsAmy CurryVerint Systems
Inc.amy.curry@verint.com
Investor RelationsAlan RodenVerint Systems
Inc.alan.roden@verint.com
Verint Systems (NASDAQ:VRNT)
Historical Stock Chart
From May 2024 to Jun 2024
Verint Systems (NASDAQ:VRNT)
Historical Stock Chart
From Jun 2023 to Jun 2024