April 2, 2015 -
Verint Systems Inc. announced it has made significant improvements to its enterprise workforce optimization (WFO) solution including embedded voice biometric capabilities.
The newly updated Verint’s WFO solution is designed to help organizations enable smarter engagement with customers, improve employee productivity across the front and back office, and deliver real-time guidance to improve the overall customer experience.
The new WFO solution offers significant advances in analytics run throughout, including a newly-architected speech analytics solution to provide a more intelligent, faster and more accurate way to analyze phone calls through automated theme identification.
The speech analytics solution provides greater levels of insights out-of-the-box and a richer context of spoken phrases and root causes, which decreases the potential for missed insights that can occur with manual categorization.
As a result, organizations are able to respond quickly to new opportunities, as well as perform corrective actions when needed.
The newly embedded voice biometrics technology greatly improves the customer experience by decreasing fraud-related losses and call handling time.
The voice biometric capabilities identifies fraudsters and authenticates customers at the beginning of a phone call, eliminating the need for agents to ask identity authentication questions whose answers customers often forget.
Finally, new enhancements in desktop analytics drive improved scripting. By combining the feature with real-time speech analytics and notifications, the solution is able to provide employees with validated next-best action recommendations to improve the service experiences and help organizations make the most of opportunities to increase customer loyalty.