Verint® Systems Inc., The Customer Engagement Company™, 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.
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“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.