Verint Open Platform

1. Customer initiates contact via phone or chat.

2. IVA answers the call and attempts to resolve the query.

3. If the IVA cannot resolve the query, it transfers the customer to a live agent with context.

4. Agent uses Verint's Agent Copilot to assist in resolving the query.

1. Agent engages with a customer.

2. Verint analyzes the conversation in real-time.

3. Agent Coaching Bot provides prompts and suggestions to the agent.

4. Agent uses the guidance to improve the interaction.

1. Customer interaction is recorded.

2. Quality Bot analyzes the recording and identifies areas for improvement.

3. Performance reports are generated.

4. Managers review the reports and provide feedback to agents.

1. Speech Analytics identifies trends and issues in customer interactions.

2. Proactive alerts are sent to agents when a customer is at risk.

3. Agents reach out to customers to resolve issues proactively.

4. Customer satisfaction is improved.

1. Verint forecasts workload using historical data.

2. Team Planner generates optimal schedules.

3. Employees select preferred rest days.

4. Automated Overtime Calculation ensures accurate payments.