Desktop and Process Analytics
Help managers improve employee productivity, quality and compliance
Gain visibility into employee desktop activity
You can now capture employee activity directly from the desktop to understand how employees are spending their time, even if they work from home.
Learn MoreAnalyze employee desktop activity
Gain operational intelligence. A wealth of insights resides on the employee desktop. Verint desktop analytics capture real-time, objective data to help you address these common contact center challenges:
- Gaining visibility into employee desktop activity
- Ensuring quality and compliance
- Tagging interactions for enhanced quality and analytics
- Improving employee productivity in real time
- Optimizing processes
Featured Products
Improve agent focus and employee productivity
How do you keep your agents focused and performing at maximum productivity in today’s complex environments?
Verint Application Visualizer leverages desktop application usage to help managers:
- Understand how agents are spending their time
- Identify if an agent needs coaching
- Share best practices of their top performers
Provide real-time process guidance
In addition to government and industry regulations and compliance, you have your own internal processes and protocols you want your agents to follow. With Verint Application Triggers, events on the desktop can trigger an alert or reminder to the agent that a specific action is needed.
Learn how Application Triggers helps power Verint Real-Time Agent Assist, a solution that provides in-the-moment, contextual guidance to help novice agents learn on the job and give veteran agents confidence in their job skills and knowledge.
Layer desktop activity into your quality equations
Verint Desktop and Process Analytics brings a vital piece of data into a Total Quality program. Capturing employee desktop activity data enables you to:
- Tag recorded interactions with application metadata for search and retrieval
- Automatically score recorded interactions based on rules that include desktop activity and attributes –in addition to speech and text attributes
- Present targeted, real-time coaching and guidance based on missed, pre-defined thresholds for key performance indicators (KPIs).
The solution helps you impact quality in the moment and going forward with advanced analytics. For example, simple, call state awareness reminders can help shorten calls and improve customer experience.
Assess the quality of multi-touch processes
Traditional quality management solutions are designed to evaluate the performance of an individual on a single transaction. But what happens when a work item moves across multiple people and departments?
Verint Desktop and Process Analytics can 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 now review a piece of work from beginning to end.
Tag interactions for advanced insights
Verint Application Triggers can tag interactions and processing points with descriptive data, such as work type, customer ID, work item identifier and more. This data can be used to:
- Enhance your quality management program by enabling both random quality sampling as well as targeted reviews and audits
- Conduct customer queries and analyses for better decision making
- Enable smart searches for compliance audits
Interactions can also be tagged for Personally Identifiable Information (PII) to help ensure PCI compliance (Payment Card Industry Data Security Standards).
Streamline and optimize processes
Optimizing processes to remove bottlenecks, unnecessary steps, or automate steps can help contact centers increase employee productivity and speed processing times.
Verint Desktop and Process Analytics (DPA) can capture desktop events that signify key execution points on processes to help you:
- Visualize process workflows and volumes
- Analyze handle times for processes and process steps
- Review work items with multi-step, multi-touch processes for quality and compliance
Determine actual handle/resolution times
To effectively balance efficiency and customer service, organizations need to understand how long the work actually takes to execute.
Verint Desktop and Process Analytics automates the collection of process step handle times for more accurate capacity planning. The solution reduces or eliminates the need for costly manual observations, compilation, and analysis to determine process handle times.
Map process steps and workflows
Using real-time desktop activity, Verint Desktop and Process Analytics can create visual maps of the actual paths employees take to execute a process. Managers, business analysts, and business process executives can use this data to:
- Analyze workflows for opportunities to streamline and support Lean or Six Sigma methodologies
- Identify outliers for coaching and/or retraining
- Drive processing consistency and adherence
- Identify opportunities to automate process steps.
Featured Insights
Blue Cross Blue Shield of Louisiana
The largest health insurer in Louisiana, Blue Cross Blue Shield of Louisiana serves over 1.5 million Louisianans, providing medical, dental, Medicare Advantage, and prescription drug coverage to individuals, families, and employers. Its customers range from young adults, to children, to seniors – all with dramatically different healthcare needs.Case Study
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Blue Cross Blue Shield of Louisiana
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