Verint Open Contact Center as a Service Platform

Verint Open Contact Center as a Service (CCaaS) Platform™ is Microsoft-certified on Azure and is commercially available in the Microsoft Azure Marketplace.

Verint’s Open CCaaS Platform draws on the latest advancements in generative AI and analytics — with specialized bots to help drive CX automation to make customer engagements smarter and faster. And, because the Verint CCaaS Platform is open, organizations have the freedom and flexibility to choose the right technology path for their contact centers both now and in the future. This next-generation open platform delivers CX automation while lowering operating costs — ultimately enabling brands to achieve best-in-class contact center operations.

The Verint CCaaS Platform features best-of-breed solutions including:

Workforce Management

With Verint Workforce Management, organizations can leverage advanced AI forecasting techniques to help ensure they always have the right resources on the right channels at the right time while, at the same time, giving employees the flexibility they want and need. Verint Workforce Management’s open architecture and bring your own telephony approach allows organizations to take advantage of these capabilities across all your existing phone and digital communication channels.

Quality Management/Automated Quality Management

Verint® Quality Management™ brings insight into omnichannel customer engagement to enable the selection and evaluation of large numbers of interactions across communication channels based on business relevance, employee and/or bot performance, and customer input. Organizations can evaluate all attributes of a customer interaction, including voice conversations and associated screen data, text-based interactions (such as chat and email), and video, right from a single screen.

With Verint Automated Quality Management, organizations can take advantage of enhanced AI-powered scoring bots that automatically and continuously evaluate all interactions against your scoring rules. In addition, companies can gain performance and compliance insights without manual effort, allow more effective performance management and coaching, and achieve better compliance. With Verint Automated Quality Management, organizations can achieve increases in first call resolution (FCR) and customer satisfaction (CSAT) along with a lower average handle time (AHT).

Performance Management

Verint Performance Management’s single, standardized framework for tracking, managing, and improving individual and team performance across the organization. This solution enables the implementation of a continuous process for managing employee performance across your business.

Verint Performance Management software automatically collects and presents real-time and historical performance data at the agent, group and center levels. Key performance indicators, employee self-service scheduling and service level indicators can be distributed to call center employees through web-based consolidated reporting, giving them the information to do a better job all while freeing up

supervisors and managers to focus on working with agents — coaching, training and planning. The resulting improved performance helps lower coast and improve productivity while simultaneously improving customer experience.

Speech Analytics

Powered by Verint Da Vinci AI & Analytics, Verint Speech Analytics is an enterprise-grade solution that transcribes 100% of recorded calls to automatically discover and analyze words, phrases, categories, and themes.

Verint Speech Analytics enhances contact center performance with insights to reduce agent handle time, and repeat calls as well as customer insights regarding satisfaction, business issues, competitive intelligence, and marketing campaigns. Quality monitoring can also be improved thanks to the ability to review large samples and specific call types.

Among the specialized bots that power the Verint Platform and drive CX automation, the Transcription Bot leverages Da Vinci AI to transcribe spoken contact center conversations with market-leading accuracy in more than 80 languages and dialects. With the insights

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