Recording

Use Captured Data to Improve Your Operations

Contact centers of all sizes around the globe rely on Verint^® recording solutions for full-time and compliance recording. Verint's Impact 360^® Recording is a robust, reliable full-time recording solution to help contact centers meet a range of needs including caputring, indexing and retrieving up to 100 percent of customer and caller interactions in traditional TDM, IP, mixed telephony, and mobile phone environments.

Verint and Adtech provide a reliable, scalable turnkey solution for full-time recording and compliance recording to capture, evaluate, and learn from customer interactions seamlessly in TDM, IP, and mixed telephony environments, as well as from text sources, such as email and Web chat.  Supporting thousands of channels and multiple sites centrally, with a single point of administration and open standards storage, Verint call and screen recording offers optional encryption functionality to facilitate compliance with Payment Card Industry Data Security Standards (PCI DSS).

The browser-based solution combines eLearning, coaching, and enterprise reporting capabilities allowing you to determine the root cause of contacts into your center — and take corrective action as necessary. 

A transition to IP telephony with a software-based recording system can coexist with TDM recorders, helping to protect your legacy hardware investment. Adtech can help your organization implement a full-time, enterprise recording solution for compliance and sales verification, with the convenience and lower total cost of ownership of non-proprietary, open standards storage. 

All information is based on Verint's 5th-Generation, Impact 360^® Workforce Optimization Suite.

Features & Benefits

Voice and Screen Recording

Impact 360 Recording provides synchronized voice/data recording and real-time monitoring across traditional TDM, IP, and mixed telephony environments. It not only records conversations between your customers and agents, but can also capture the corresponding activities taking place at agents’ desktops, such as keystrokes, data entry, screen navigation, and after-call wrap-up. 

Data Storage and Retrieval

Audio is stored using standard Windows file storage, enabling it to scale to hundreds of terabytes while reducing or eliminating the need for traditional archiving solutions.

Administration and Reporting

Recording provides centralized workforce optimization administration across multiple sites, helping you make better decisions faster and implement them right away. You can administer staff information from a single point in the system, helping to lower administrative overhead and total cost of ownership.

Contact Visualizer

Recording depicts volumes of captured interactions graphically, helping you quickly identify patterns and trends within your recorded contacts.

Encryption Management

To help you comply with Payment Card Industry (PCI) standards, Verint's Recording uses AES-256 encryption to protect data when recorded, in transit, and archived. This optional functionality includes a separate key management system from RSA, enabling you to move, archive, and store customer data while protecting it from unauthorized access.

Evaluations

With Impact 360 Quality Monitoring, you can design intelligent forms quickly and tailor them to your business objectives, incorporate different types of questions, and display or hide questions based on previous responses.

Additional Functions

In addition to the standard and optional functionality outlined above, Verint Enterprise Intelligence Solutions offers add-on functionality for Impact 360 that can help you address specific requirements of your business. Contact an Adtech representative for more details.

Quality Monitoring

Impact 360 Quality Monitoring includes advanced data storage, retrieval, and presentation capabilities, along with tools to evaluate and enhance staff performance, coaching, and training. Its dashboard-style portal displays contact center metrics in an easy-to-understand format that presents information based on the role and rights of each user.  

Quality Monitoring is a powerful solution for assessing how well your agents interact with your customers — and how effectively your processes and technologies support them.   The Smart Inbox™ delivers recorded interactions directly to the desktop based on criteria you define.  A single system can support tens of thousands of seats across multiple contact centers, sites, lines of business, and time zones while allowing unified, enterprise-wide access to calls, evaluations, and reports. Built-in coaching functionality replaces manual, labor-intensive activities with online management tools that can link to completed calls and evaluation forms. 

Quality Monitoring provides synchronized voice and data recording to capture conversations between your customers and agents, as well as the corresponding activities taking place at agents’ desktops, such as keystrokes, data entry, screen navigation, and after-call wrap-up. Calls can be monitored in real time, or presented automatically for evaluation within and beyond the contact center using the Smart Inbox. Recorded interactions are tagged and stored automatically for easy, intuitive search and replay to enable authorized users throughout your company to view the entire flow of the contact, including transfers, conferences, and hold times.