Desktop and Process Analytics
Improve Operational Efficiency, Reveal Hidden Resource Capacity, Automate Actions and Alert Notifications
Many organizations have little to no visibility into how employees use different systems, applications, and processes to perform their work, especially in the back office. This lack of information can make it difficult to identify issues, recognize effective behaviors, and gain insights for delivering quality customer service and improving operational efficiency.
Even in contact centers, where visibility is greater, increasing regulations around data privacy and security restrict the types of information that can be recorded. Organizations need solutions to help them adhere to these requirements and manage the accompanying risks.
Verint Desktop and Process Analytics provides visibility into how employees use different systems, applications, and processes to perform their work. The cloud solution can help you identify opportunities to enhance compliance and the overall efficiency, cost, and quality of customer service.
Branch Desktop and Process Analytics helps organizations with branch networks make better operational decisions by understanding how employees spend their time. The solution can help managers leverage hidden resource capacity and identify behaviors and activities that do not comply with regulatory requirements or operational policies, as well as processes that need to be redesigned.
Contact Center Desktop and Process Analytics helps contact centers protect data privacy, limit liability, and gain visibility into non-phone activities by avoiding the capture of sensitive data to adhere to PCI Compliance and other regulations, tagging recordings to facilitate easy retrieval, and identifying employee and system behaviors that do not comply with industry regulations and company practices.
Back-Office Desktop and Process Analytics helps back-office operations (such as accounting, payment processing, and order fulfillment) capture time spent in applications, identify opportunities to increase resource capacity, and map processes to streamline them and reduce variability.