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Verint Recording

Verint Recording

Verint Intelligent Call Recording automates manual tagging and call dispositioning methods, helping to enhance and accelerate search and replay.

It incorporates the power of speech processing for automatic call disposition with faster, more accurate serach, repaly and reporting by key call topic. 

Workforce Optimization (WFO) in Contact Centres

Make better decisions, increase productivity and improve customer experience via recording, coaching and performance solutions.

Empower your workforce to deliver an exceptional customer experience while also reducing costs.

Workforce Optimization (WFO) in Contact Centres

Workforce Management (WFM)

Workforce Management (WFM)

Verints cloud-based interface is optimised to make common tasks easy. Streamlined visualisations allow workforce managers to see all they need without toggling screens. 

Verint makes workforce management easy: 

Fewer clicks to make a schedule
Full-featured cloud deployment
More flex scheduling options
Simpler way to manage work across your company
A single schedule across locations, channels and telework

With Verint, you can have flexibility, ease and empowerment without sacrificing customer experience or operational efficiency. 

Verint Speech Analytics for Contact Centres


Right out of the box, Verint Speech Analytics can provide sophisticated conversational analytics and can transcribe and analyse 100 percent of your recorded calls to help surface valuable intelligence.
The solution automatically discovers and analyses words, phrases, categories and themes spoken during calls to reveal rising trends and areas of opportunity or concern. With Speech Analytics you can:

Enhance contact centre performance with insights to reduce agent handle time and repeat calls.
Discover customer insights regarding satisfaction, business issues, competitive intelligence and marketing campaigns.
Reduce customers leaving you by discovering root cause and predicting at rish customers via your contact centre recordings.
Improve your quality monitoring by reviewing large samples and specific call types.
Provide targeted coaching to your agents by analysing their relative performance.

With Verint, you can have flexibility, ease and empowerment without sacrificing customer experience or operational efficiency. 

Verint Speech Analytics for Contact Centres

Verint Quality Management

Verint Quality Management

Verint Quality Management can help your contact centre transition to smarter customer engagement. You can efficiently select and evaluate a large number of interactions across business channels based on business relevance, employee performance and customer input. You can evaluate all of the attributes of a customer interaction, including voice conversations and associated screen data, email, web chat sessions and more fright from a single screen.
The solutions omnichannel interaction player provides personalised access to speaker-separated audio waveforms, speech analytics categories, emotions, keywords, interaction tags, annotations, screen recording, applications used by employees and employee profile information. 

Contact centres evolve from traditional quality monitoring and random call sampling toward insightful, focused quality programs that incorporate the voice of the customer.

Automates quality assurance while revealing the types of calls that may be the most important. 

Ties analytics, coaching, scorecards, and training together to help employees develop and extend their skills

Verint® Automated Quality Management

Verint® Automated Quality Management

Verint Automated Quality Management can automate the entire contact centre quality process, from scoring evaluations through assigning coaching. This innovative solution can automatically score up to 100 percent of calls across all recorded phone interactions. It offers much greater insight than you’d receive from a small sample of calls while enabling you to focus your quality team on other activities that can add greater value to your business, such as analysing calls, evaluating compliance, and providing targeted coaching.

Verint Contact Centre Desktop and Process Analytics

This is an innovative, cloud-based solution that gives contact centre leadership insight into processes and workflows that employees perform. The solution captures desktop events that signify key execution points in processes. It helps organisations to create a repository of actions taken on any work item. This collection of data points (voice, screen, desktop actions) can then be reviewed for quality and processing compliance. Managers can review a piece of work from beginning to end.
Verint Desktop and Process Analytics can help address data privacy requirements while capturing employee desktop activity. By enabling the processes associated with customer service operations to be tracked, measured, analysed, and refined, the solution can help your contact centre improve efficiency, reduce costs and liability, and enhance the customer experience. 

nables organizations to create a repository of actions taken on any work item. This collection of data points (voice, screen, desktop actions) can then be reviewed for quality and processing compliance. Managers can review a piece of work from beginning to end.

Verint Contact Centre Desktop and Process Analytics

Verint Interactions Analytics

Verint Interactions Analytics

Verint Interaction Analytics automatically categorizes data, identifies trends and helps you perform root cause analysis on voice and text-based communications — including call recordings, survey verbatims, social media posts, email, and customer service chat sessions.


With Verint Interaction Analytics, you can proactively identify trends, themes, and the root causes driving customer behaviour.  Our solutions can automatically categorise, identify trends and perform root cause analysis on voice and text-based communications –including call recordings, survey verbatims, social media posts, email and customer service chat sessions –according to your organisation’s unique objectives and challenges. Armed with this insight, you can take specific actions to help improve performance, optimise processes, and enhance customer experiences. 

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Verint Monet

Verint Monet Workforce Management is an integrated cloud solution that delivers value to your entire contact centre operation, helping to improve service levels and reduce costs while improving employee morale through more predictable, flexible, and efficient scheduling and staffing.