Today, government and industry regulations, liability issues, and risk management practices have prompted many organizations to record and archive the interactions between their customers and employees. But capturing contacts is only one part of the compliance challenge. Maintaining, storing, and retrieving the information for verification, data mining, and business intelligence are equally important.
Verint® Systems can help. We offer Impact 360® Recording™, a proven, reliable system for capturing, indexing, and retrieving voice and screen interactions on traditional time-division multiplex (TDM), Internet protocol (IP), and mixed telephony environments. With Impact 360 Recording, you can easily search and replay captured interactions, regardless of where they were recorded in you enterprise. What’s more, you can share these interactions throughout you business, providing insight into customer and staff behaviours to help drive decision making.
Impact 360 Recording is part of the Impact 360® suite of workforce optimization solutions from Verint Systems. This patent-protected, fifth-generation suite brings together software and services for quality monitoring and recording, voice of the customer analytics, desktop and process analytics, workforce management, performance management, eLearning, coaching, and more into a unified solution for analyzing customer interactions, improving workforce performance, and optimizing service processes.
Impact 360 Recording provides synchronized voice/data recording and real-time monitoring across traditional TDM, IP, and mixed telephony environments. Right out of the box, it can work with most major telephony environments and offers application programming interfaces (APIs) to facilitate integration with proprietary systems. Because the solution can support up to 1,000 channels of IP voice and screen
recording on a single server, it can help reduce the space, energy, and maintenance
costs associated with traditional, multi-server recording systems.
In addition to recording conversations between customers and agents, Impact 360 Recording can also capture the corresponding activities taking place at agents desktops, such as keystrokes, data entry, screen navigation, and after-call wrap-up. Through computer-telephony integration (CTI), it provides sophisticated, real-time control over recording and call indexing.
Because Impact 360 Recording leverages the same common architecture for IP recording as for traditional telephony, you can use today’s TDM hardware investment to support IP recording in the future. In fact, TDM and IP recorders can coexist seamlessly and be managed from a single interface.
If your organization already uses IP telephony, Impact 360’s patented recording technology offers the benefits of contact recording, review, and analysis to potentially everyone who uses a telephone. You can capture all interactions automatically from any extension. Moreover, recorders can be virtualized to help you get the most from your servers.
Verint Systems is a Melville, New York-based analytics company which was founded in 2002. The company sells software and hardware products for customer engagement management, security, surveillance, and business intelligence.Their products are designed to assist clients in data analysis, specifically large data sets. Verint has more than 10,000 clients in 150 countries, and has approximately 2,800 employees in various locations internationally. The company was previously a majority-owned subsidiary of Comverse Technology and it was formerly known as Comverse Infosys. As with Comverse, approximately half of Verint’s employees have been located in Israel. In February 2013, Verint Systems became independent of Comverse, having bought out the latter’s stake in it.