Desktop and Process Analytics

Help managers improve employee productivity, quality and compliance

Read How Continuum Improved Agent Productivity by 11%

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.

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Analyze 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

Read the Continuum Success Story

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

Enhance Coaching of Your Work-from-Anywhere Agents

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.

Learn More About Verint Application Triggers

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.

Improve Call Center Service Levels with Real-Time Coaching

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).

Don’t Risk a PCI Compliance Breach in Your Contact Center: Automate and (Almost) Forget It!

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.

Read: What Can Accurate Task and Processes Times Do for You?

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

Continuum Global Solutions Drives Improved Outcomes in Real-Time with Verint
Continuum Global Solutions provides contact center services through its team of more than 15,000 highly trained and talented professionals...
Case Study
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
5 Ways to Dramatically Improve Employee Performance in a Few Short Weeks with Desktop Automation
Blog

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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Desktop and Process Analytics

Gain visibility into employee desktop activity

Analyze employee desktop activity

Featured Products

Application Visualizer

Application Triggers

Coaching Bots

Improve agent focus and employee productivity

Provide real-time process guidance

Layer desktop activity into your quality equations

Assess the quality of multi-touch processes

Tag interactions for advanced insights

Streamline and optimize processes

Determine actual handle/resolution times

Map process steps and workflows

Featured Insights

Continuum Global Solutions Drives Improved Outcomes in Real-Time with Verint

Blue Cross Blue Shield of Louisiana

5 Ways to Dramatically Improve Employee Performance in a Few Short Weeks with Desktop Automation

Continuum Global Solutions Drives Improved Outcomes in Real-Time with Verint

Blue Cross Blue Shield of Louisiana

5 Ways to Dramatically Improve Employee Performance in a Few Short Weeks with Desktop Automation

Contact a Verint Specialist about Desktop & Process Analytics

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