Verint unveils engagement data management solution

Verint Systems has launched an engagement data management solution, part of the Verint Cloud Platform. Verint EDM is the first solution to enable organizations to gain a uniform and cohesive view of interaction data across the organization’s many data silos created by the growing number of communication and collaboration platforms.  

The  growth in the number and variety of customer interactions extends far beyond the traditional contact center—into the back office and branch, online digital channels, and self-service channels. The interaction data may reside in disparate systems, departments or even fragmented segments—creating silos which undermine the effectiveness of data mining, AI, or business intelligence initiatives. Therefore, Verint says, crucial business insights go unrevealed, hurting decision-making. Exponential data management costs, complexity, and effort also exact a heavy toll on organizations.

Today, many organizations understand the tremendous value locked within their data and are building a variety of data hubs that feed into the enterprise data lake. Building an interaction data hub is especially difficult given the unstructured nature of the data, the types of modalities, and the wide range of communication channels and systems. 

“We are proud to be launching the industry’s first offering specifically designed to enhance the management and value of engagement data in its many forms,”  said David Singer, Verint's vice president, product strategy. “Bringing together interaction data is something that IT organizations have struggled with for years. With Verint EDM, we see tremendous possibilities for IT organizations and systems integrators to more easily uncover the value of interaction data that has been locked in disparate systems and silos to provide useful and meaningful insights for stakeholders across the organization.”

Verint EDM provides the following capabilities:

• Enterprise-wide Interaction Data Hub—normalizes interaction data, including multimedia and extensible metadata, and organizes it in a consistent way to make it easy for applications and other data lakes to consume.
• Ingestion and Capture—provides a broad set of out-of-the box APIs and adaptors to freely bring together interaction data from any customer engagement source including CCaaS, UCaaS and Collaboration platforms.
• Enrichment—supports data enhancement through Verint and third-party analytics, as well as a free enrichment API.
• Data Management—provides granular control of data access and retention and preserves the source of record by safeguarding the integrity, reliability, accessibility, and lifecycle management of all data.Compliance—enforces workflows to support best-practice data governance, security and compliance.

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