Enterprise Recording with Engagement Data Management

Capture, ingest, aggregate, and manage interaction data across all voice and digital channels. Market-leading capabilities for storage, replay, access control, archival, and more.

Capture everything

Verint Engagement Data Management (EDM) is a proven, reliable system for capturing, indexing, and retrieving recorded interactions. Recording voice calls is no longer enough. Customer interactions are taking place across an increasing number of channels and systems. Can you record and capture video, text, social messaging, Microsoft Teams, Zoom, Webex Contact Center, and more? Even if you can, you may end up with data in different formats, spread among many different silos. EDM captures the broadest range of interaction types to provide insight into customer and employee behaviors to help drive decision-making.

Discover Microsoft Teams Recording

An Open Approach to Recording

Unlike other solutions, Verint Open Platform helps you capture and ingest data from all sources. Verint records phone conversations from any ACD, even if you have multiple ACDs across your organization. Further, our open approach means that even recordings captured in 3^rd party applications can be ingested and treated just like data captured directly by Verint. The result? Your interaction data is all in a single location — dramatically improving your visibility and ability to manage all of your data and unlocking the true value of your Verint Open Engagement Data Hub (EDH).

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Flexible, secure, and compliant

Industry regulations require you to record and archive for liability protection, compliance, and more. With the vast and ever-changing landscape of data protection around the globe, keeping up with all the latest regulations can be a daunting task. But the penalties for non-compliance can be painful and expensive!

Verint Engagement Data Management can make it simple. To secure sensitive and private interaction information, all data is protected using true AES-256 end-to-end encryption to protect data as it’s recorded, moved to archive, or retrieved during replay. The solution also provides workflows to manage legal hold, call delete, and export, to help you comply with regulations such as PCI-DSS, HIPAA, Dodd-Frank, GDPR, MIFID II, and more. Our secure and compliant cloud recording solution is a Microsoft 365 certified app. Plus, Verint’s recording solutions can be deployed completely in the cloud, in a hybrid environment, or completely on-premises.

Discover other Verint recording solutions

Verint offers a variety of recording solutions, including:

Face-to-Face Voice Interaction Recording – A scalable, robust recording solution that can capture face-to-face interactions between employees and customers at distributed business locations.
Recording for Public Safety – A full-time, NG-9-1-1-ready, multichannel recording and archiving solution for public safety compliance, driving better citizen experiences, and managing liability more effectively.
Verint for Financial Compliance – An enterprise, multichannel solution designed to help financial services compliance officers ensure compliance with financial regulations, adhere to internal procedures, and demonstrate best practices to regulators.

These solutions can be deployed on-premises or in cloud environments.

Part of the Verint Open Platform

Verint Open CCaaS Platform provides cloud solutions to increase CX automation. Verint helps the world’s most iconic brands deliver business outcomes with AI-powered tools for humans and bots.

Data is at the core of the Verint Platform. The ability to capture and ingest data from all sources into one place with Verint Recording solutions reveals the true power of the Verint Platform —making this valuable information readily accessible and usable.

Additional resources

Beyond Silos: Cracking the Customer Engagement Data Management Challenge
Hear more from Dan Miller and Derek Top from Opus Research in Verints new on-demand three-part webinar series.
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Data, Data, Everywhere…
Learn about Verint Engagement Data Management and unlock the true value and understanding of customer engagements.
Blog
Power Up Your Customer Engagement Data
Read 4 use cases that illustrate how to drive value from Verint Engagement Data Management—our unique engagement data hub solution.
Blog