Verint’s Digital First Engagement Management Solution · Risk based scoring during a live call...

© 2014 Verint Systems Inc. All Rights Reserved Worldwide.

Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

Steve CarterSr Director Public Sector Key Accounts

April 2016

Verint’s Digital First Engagement Management SolutionGovernment and Public Sector


Verint at a Glance

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Customer Engagement Optimization

Fraud, Risk and Compliance

SecurityIntelligence

4,300+Verint professionals worldwide, plus a network of global partners

600+Global patentsand patent applications

Top 20%Member of the Global Software 500

10,000+ customers in

over 180 countries

of Fortune 100 companies count on Verint solutions


Customer Engagement Optimization

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Smarter Engagement with Actionable Intelligence®

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Customer Analytics

Engagement Management

Workforce Optimization

Engaged Workforce

Smart WorkforceSmart Moments


Identity

Risk based scoring during a live call performed via voice biometric screening against voiceprints on record.

Speech

Trend analysis delivers insights from a large amount of interactions on a daily basis and presents it in an intuitive manner.

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Customer Analytics

Feedback

Analytics reporting can be customized with Dashboard elements by user role, allowing real-time access to relevant data.

Social

The Social Engagement view enables you to actively monitor your Twitter and Facebook content and respond directly or route to a customer service agent

Engagement

The dashboard gives you a single customer view and allows different stakeholders to evaluate the KPI’s most important to them.


Desktop and Processing Analytics

The Application Activity Percentage by User report allows managers to understand if employees are using the correct applications, how effectively applications are used, and amount of productive / non-productive time spent.

Scorecards, Coaching and eLearning

Managers can identify KPIs that an employee may need to improve on and take action by setting up coaching sessions for these KPIs. Furthermore, managers can check if the employee has completed previous coaching sessions on these KPIs.

Workforce Management

Managers can gain operational visibility with the Calendar for schedule planning based on anticipated capacity to meet SLAs.

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Workforce Optimization

Recording

The unified omnichannel interaction player can display categories and keywords from Speech Analytics, CTI-driven events (such as holds, transfers or retrieves) and agent desktop interactions from Desktop and Processing Analytics.

Quality Monitoring

Perform evaluation with omnichannel interaction player and evaluation forms in a single screen.

Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 7

Engagement Management

Digital Self-Service

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Web Chat & Co-BrowseMobileAssisted Service

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Knowledge Management

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Case Management

The desktop has powerful search tools to aid agents in responding to citizen questions.


Verint’s Digital First Engagement Management Solution

Built for Government

Designed for Your Needs Today and the Future

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Flexible Deployment

Web Content Management

Online FormsCustomer ‘My Account’ Portal

Social Engagement Co-Browse

Employee Desktop

Knowledge Base

Assisted-Serve

Self-Serve

Analytics

Customer Management

Search Online community

Case Management IntegrationCore

Applications


Online Forms - Configure Once / Use Everywhere

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Knowledge Management – Author Once / Use Everywhere

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Agent Desktop - Scripting + Online Forms

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Agent Desktop - Search Authored and Spidered Content

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Department User Desktop – Manage Request Queues

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Agent Desktop - Multi-Screen Support

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Customer ‘My Account’ Portal – Citizen Logged In

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Responsive

Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 17

Community Engagement – Citizen Channel of Choice

Supports different user profiles including customers, partners and employees in both public and private communities.

Incorporates a collection of seamlessly integrated capabilities including question and answer forums, blogs, wikis, ideation, activity streams and more.


Delivering Your Digital First Strategy

Customer Journey Mapping, UX Research, Channel Shift Plan, Integration Plan, Solution Design, Communication Plan,

Customer Feedback Plan

Solution Configuration, Integration Adaptor Development, Testing (Unit, Integration, System, Penetration, etc.), Communication Plan

Execution Support, Staff Training, Recruitment Support

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Analyze – Web Analytics, Customer Feedback,Speech (Call Recordings)

Implement

Design

Optimise

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Find out more

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Thank You!

Verint’s Digital First Engagement Management Solution

Verint’s Digital First Engagement Management Solution · Risk based scoring during a live call...

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