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Verint Workforce Optimization Suite Adds New Features



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Verint Systems has announced a new version of its solution for workforce productivity and performance. The new Verint Workforce Optimization (WFO) delivers key feature enhancements across the suite of applications. It integrates secure mobile access into WFO applications, enabling employees and managers to get work done from anywhere, anytime. It also expands automatic call distributor (ACD) neutrality—supporting on-premises and cloud ACD suppliers—with an open application programming interface (API) library.

Helping to evaluate and enhance customer interactions and improve compliance, the suite now offers capabilities that enable organizations to interact with customers across many different channels—including a consolidated platform for recording calls, texts, Skype audio, chat and video—in which real-time analytics are embedded.

Key features and qualities of the new release include: a single platform recording solution that allows organizations to capture interactions from telephones, to video, to radio dispatch units, as well as face-to-face interactions on a tablet. The release also features embedded omnichannel real-time search and evaluation, enabling organizations to seamlessly search and evaluate all interaction types (voice, text, social and video), shortening the time it takes to get the complete picture.

Additional capabilities include the ability to record, play and evaluate video-based interactions by displaying synchronized audio, video and screen playback; recording that captures and analyzes text-based customer interactions to support regulatory requirements and quality management; and visibility into both customer and employee dialogue within chat interactions.

The new release also features more open APIs that continue to expand access to data, such as the ability to replay captured interactions directly from CRM systems, tap into adherence data, trigger real-time events during recording, and import additional interaction media, including chat and email.

More information is available about Verint Workforce Optimization from Verint


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