デスクトップ＆業務プロセス分析
Facilitate compliance, address data privacy, and gain visibility into employees’ desktop activities to improve operational efficiency and enhance the customer experience.
Regulatory and PCI Compliance
Any business that wants to process credit card data needs to comply with the Payment Card Industry Data Security Standard (PCI-DSS). To help ensure data privacy and avoid capturing credit card and other sensitive data during a recorded call, employees must pause and then resume the recording at the right time.
This manual practice leaves organizations open to risk due to human error. With Verint Desktop and Process Analytics call centers can automate PCI compliance and many other regulatory required practices.
Read the Executive Perspective: Don’t Risk a PCI Compliance Breach in Your Contact Center: Automate and (Almost) Forget It! to learn how.
Improve Operational Efficiency and Reveal Hidden Resource Capacity
Many organizations have little to no visibility into how employees use different systems, applications, and processes to perform their work, especially in the back office. This lack of information can make it difficult to identify issues, recognize effective behaviors, and gain insights for delivering quality customer service and improving operational efficiency.
可視性の高いコンタクトセンターにおいても、データのプライバシーやセキュリティに関する規制が厳しくなり、記録可能な情報の種類が限定されています。こうした要件を順守し、付随するリスクを管理するためのソリューションが組織には必要です。
Verint デスクトップ＆業務プロセス分析は、従業員による様々なシステムとアプリケーションの使用状況や、業務の実行プロセスを可視化します。The cloud solution can help you identify opportunities to enhance compliance and the overall efficiency, cost, and quality of customer service.
Automate Actions and Alert Notifications
With Verint Desktop and Process Analytics you can also automate desktop triggers to:
- Capture specific activities, such as the start/stop of a process or the input of a value in a field.
- Tag records with unique identifiers, such as a customer code.
- Trigger an action, such as generating a pop-up reminder for an employee of a next step, or send an alert to a manager of non-compliant behavior.
Data captured and generated by these triggers can be used to improve quality, increase operational efficiencies, and improve employee performance.
Verint デスクトップ＆業務プロセス分析を使用すると、必要な知見をマネージャーに提供することで、マネージャーによる是正措置とリアルタイムガイダンスの提供を促進し、企業の様々な領域で業務を加速させることができます。
Verint Back-Office Desktop and Process Analytics helps back-office operations (such as accounting, payment processing, and order fulfillment) capture time spent in applications, identify opportunities to increase resource capacity, and map processes to streamline them and reduce variability.
ベリントの支店向けデスクトップ＆業務プロセス分析により、支店ネットワークを持つ組織が従業員の時間の過ごし方を理解し、オペレーションに関してより良い決断を下せるようにします。The solution can help managers leverage hidden resource capacity and identify behaviors and activities that do not comply with regulatory requirements or operational policies, as well as processes that need to be redesigned.
Verint Contact Center Desktop and Process Analytics helps contact centers protect data privacy, limit liability, and gain visibility into non-phone activities by avoiding the capture of sensitive data to adhere to PCI Compliance and other regulations, tagging recordings to facilitate easy retrieval, and identifying employee and system behaviors that do not comply with industry regulations and company practices.
| We also offer Verint Operations Visualizer, a solution that can enable you to quickly assess employee performance, identify atypical behaviors, and provide staff with visibility into their performance against goals. Read the Non-Profit Health Insurer case study.
Verint Robotic Process Automation can provide your organization with additional benefits by enabling you to automate entire tasks or processes, increasing employee performance and quality by automating them around the clock and offloading these manual tasks from employees so that they can focus on more value-added activities. Another optional add-on, Verint Process Assistant , can guide employees through specific tasks as part of on-boarding and training, or for new or infrequently requested work items. |