Verint Updates Customer Engagement Optimization Suite
In addition to the next-generation user experience, advances in analytics run throughout, including an updated speech analytics capability.Verint Systems announced enhancements to its enterprise Workforce Optimization (WFO) system, including a redesigned, customizable user interface. The enhanced WFO application enables users to view customer interactions across channels from a single screen, rather than using multiple, discrete applications. Other enhancements include new speech analytics capabilities, which provide a more accurate way to analyze phone calls, plus richer context of spoken phrases and root causes. New capabilities like embedded voice biometrics technology help improve the customer experience and reduce fraud-related losses and call handle time, according to Verint. "Once a unique customer voice print is created and stored in the database, the customer can be authenticated within the first few seconds of a call, reducing the amount of knowledge-based authentication questions customers sometimes must answer at the beginning of a call," Rajeev Venkat, a senior director at Verint told eWEEK . "Responding to these questions can be an onerous and frustrating experience because customers often do not remember the answers to the arcane questions and their call is stalled. With passive voice biometrics, customers have an express authentication lane that can significantly enhance their customer experience."
Venkat said other system enhancements include better analytics for more targeted customer interactions and employee performance monitoring. For example, desktop analytics enhancements drive improved scripting which, in combination with real-time speech analytics and notifications, provides employees with validated next-best action recommendations during customer engagements.