Verint Desktop and Process Analytics
Gain deep insights into employee processes and workflows by capturing desktop events.
Executive Summary
Verint Desktop and Process Analytics is a core component of the Verint Customer Engagement Portfolio, designed to provide comprehensive insights into how employees interact with their desktop applications and execute processes. It captures detailed desktop events and application usage, offering a granular view of employee workflows across the organization. This solution helps organizations understand where employees might be struggling, identify inefficiencies, and gain accurate task and process handle times. It's crucial for optimizing operations in various sectors, including contact centers, public safety, and for supporting initiatives like Robotic Process Automation (RPA) discovery and trade surveillance. By providing context to employee activities, Verint Desktop and Process Analytics enables businesses to enhance productivity, improve compliance, and drive better customer and employee experiences. It can be enhanced with optional functionalities like Verint Process Assistant to guide employees through complex tasks and ensure process adherence.
Use Cases
- Optimizing Contact Center Operations: Understanding agent desktop activity to improve efficiency and customer service.
- Enhancing Public Safety Workflows: Analyzing desktop processes to streamline operations and ensure compliance.
- Robotic Process Automation (RPA) Discovery: Identifying suitable processes for automation by capturing activity and application usage.
- Trade Surveillance and Risk Management: Setting triggers to record and tag specific transaction data for compliance and risk mitigation.
- Improving Employee Productivity: Gaining insights into how employees spend their time and identifying areas for improvement.
Features
Visibility
- Advanced Desktop Analytics: Enables comprehensive data capture of desktop events and application usage for deep visibility into employee workflows.
- Employee Time & Activity Context: Provides full context to understand how employees are spending their time and interacting with applications.
Intelligence
- Process Bottleneck Identification: Identifies areas where employees might be struggling or where processes are inefficient.
- Accurate Task & Process Handle Times: Measures precise times for tasks and processes, crucial for workforce management and optimization.
Support
- Verint Connect Portal: Access to a customer and partner portal for support, content, and discussions on Verint solutions.
Technical Specifications
- Architecture
- Cloud-based, part of the Verint Customer Engagement Platform, with an open API ecosystem.
- Deployment
- SaaS
- API Available
- Yes
Integrations
- CRM
- HR
- Customer Support applications
- Sitecore
Security & Compliance
Certifications: SOC 2 Type II, PCI-DSS, GDPR, ISO 27001, HIPAA, CCPA/CPRA, NIST
Encryption: Utilizes robust security practices, including encryption, to protect sensitive data in transit and at rest.
Pricing
- Starting Price
- Contact sales
- Target Customer
- Mid-Market,Enterprise
About Verint
Verint Systems Inc. is a technology company headquartered in Melville, New York, specializing in customer experience (CX) automation. It offers an open platform, applications, and AI-powered bots to analyze business intelligence from customer interactions across various touchpoints, serving thousands of contact centers globally.