6 pillars Flashcards
(14 cards)
What are the 6 pillars of the Verint Open Platform?
Customer Self-Service
Agent Copilot
Business Analytics
Workforce Engagement
Channels & Desktop
VoC/VoE
Key components of Customer Self-Service
Channel Automation
- Unify customer interactions across telephony and digital channels in a single agent workspace
Digital IVA
- digital containment, improved self-serviceability
- Reduced inbound call volume, improved CX
Voice IVA
- increased agent capacity, leverage KM and GenAI to provide accurate answers
- Can be escalated to live-agent
Agent IVA
Knowledge Management
- Single source of truth for all employee, agent, and customer information
Verint Community
Key components of Agent Copilot
Smart Transfer Bot
Knowledge Automation Bot
Coaching Bot
Agent IVA
Wrap Up Bot
Also - CX/EX scoring bot
Key components of Business Analytics
- Genie Bot / Data Insights Bot
- Interaction Analytics (Speech and Text)
- Desktop and Process Analytics
- Application Triggers
- Application Visualizer
Key components of Workforce Engagement
Quality Management, delivers precise actions to improve quality.
- Creates a database of agent skills and performance
- Accurately identifies compliance issues
- Elevates workforce performance
Quality Bot:
- Automate Form Building
- Automate listening/scoring, any voice or digital interaction
- Performance & Compliance sampling is no longer needed
Other WFE bots:
- Coaching bot - real-time coaching on next best action, customer sentiment, suggested answers, etc.
- Interviewing Bot, screen hiring candidates based on characteristics of successful agents. Reduced attrition.
Key components of Channels & Desktop
- Digital, Voice, and Agent IVA
- Agent Copilot Bots (list them)
- Knowledge Management
Key components of VoC/VoE
- Unlimited survey creation & completes
- In the moment feedback (SDK triggers)
- Session Replay (DBA or Quantum Metric)
- Interaction Analytics
- Data Insights Bot
Key components of WFM
Agent forecasting and scheduling.
For CC teams:
- Managing/responding to agents requesting schedule changes (Timeflex Bot)
- WFM team analyzes shrinkage and forecast accuracy (Data Insights Bot)
For Back-Office:
- Allocating work items to the best available employee (Work Allocation Bot)
Timeflex Bot
- Empower agents with unlimited schedule changes without requiring addtl management overhead.
- Lower cost of attrition
- Enhances overall schedule quality
Data Insights Bot
- Purpose built Dashboards for shrinkage and forecast analysis
- Automatic discovery of trends and anomalies & natural language queries
Work Allocation Bot
- Automate prioritization and allocation of back-office work
- Assigns work to employees with right skills/proficiency
Quality Management Bots
Quality Bots (3)
- Replacement of AQM in price book
- Automating entire QM and assurance program from form building to scoring and performance management
- Increase agent and QA capacity
- Quality Template Bot, generative AI to refine scoring models. Frees up QA team capacity to focus on coaching
- Compliance Scoring Bot
- Monitors voice, text, human, and bot interactions alerting potential cases of non-compliance. PCI-DSS, data privacy laws, or industry-specific regulations. - Performance Scoring Bot
- evaluate voice, text, human, and bot interactions. provides automatic workflow for scoring and reporting. Share performance metrics and resolve skill gaps through alerts. Automated coaching alerts when KPIs fall below threshold.
Coaching Bot
- Realtime coaching guidance for struggling agents. non-disruptive assistance, elevating agent performance in specific targeted areas. Reduce AHT
- 45 second reduction per interaction
- Improved sales conversion
- Improved customer retention
- Compliance adherence
- Improved sentiment related to CSAT/NPS
Interviewing Bot
- Virtual interview process where recruiter is not needed
- Evaluate candidate’s knowledge, energy, active-listening, and communication skills
WFM Bots
TimeFlex Bot
- Empower agents to modify shift schedules without restrictive approval processes
- More agent autonomy, improved agent experience, reducing attrition
Data Insights Bot
- Self-service access to an organization’s behavioral data, natural language search and GenAI. Reduced dependency on IT
- Types of data: Interaction, Experience, Workforce, Customer
- Automatic discovery of negative trends and anomalies
Work Allocation Bot
- Reduces overhead to manage work distribution
- Rule-based AI prioritization based on configurable parameters (urgency, SLAs, account level, product type
- Automatic allocation of work to the next available and relevantly skilled employee
Work Allocation Bot
WFM Bot
- Reduces overhead to manage work distribution
- Rule-based AI prioritization based on configurable parameters (urgency, SLAs, account level, product type
- Automatic allocation of work to the next available and relevantly skilled employee
Data Insights Bot
WFM Bot
- Self-service access to an organization’s behavioral data, natural language search and GenAI. Reduced dependency on IT
- Types of data: Interaction, Experience, Workforce, Customer
- Automatic discovery of negative trends and anomalies
TimeFlex Bot
WFM Bot
- Empower agents to modify shift schedules without restrictive approval processes
- More agent autonomy, improved agent experience, reducing attrition
OC2 Essentials
Channel Automation
- Agent workspace
- Web Chat and Email
- SMS
- Messaging Apps
- BYOT
- AI Driven Universal Routing
IVA Digital and Voice
EDH Voice and Text Ingest & EDI Essentials
KM Essentials
