Verint is an established vendor of workforce optimization products that was the top-ranked vendor in our 2015 Workforce optimization Value Index. However, like many other large vendors in this category, its product portfolio
Verint Process Assistant helps resolve an issue contact centers have struggled with for years: how to ensure that agents follow best practices and to resolve interactions as efficiently as possible while at the same time ensuring that both agent and customer are satisfied with the outcome. This issue arises because in many cases agents have to access
Robotic Process Automation, the other new product, applies a similar approach to back-office processes. Users program the smart software to follow a process and execute tasks without any manual intervention. Here also the tools enable authorized users to create processes, embed decision points based on collected data and notify employees that they need to do something when a task or process is completed or that manual intervention is required before the process can complete. Typical processes are to collect data from one system and post it to another, complete a claim form, and replicate data across multiple systems, for example, name and address changes. This automation can make processes more efficient, reduce data entry errors and labor costs for carrying out repetitive tasks and increase compliance with regulations . Its reporting tools show organizations how well processes are working and enable changes where needed.
Robotics is a hot topic at the moment, but that’s not quite the same as what Verint calls robots. There are no machines running around carrying out tasks; instead, it is all software – smart, programmable software. Both Process Assistant and Robotic Process Automation run in the background and make sure tasks are carried out when and as they should be, in some cases overcoming time-consuming issues that have existed for years. Both can make operations more efficient and help deliver desired outcomes; Process Assistant can facilitate satisfaction in both agents and customers. I therefore recommend that all companies involved in customer-related tasks assess how they could benefit from using one or both products.
Regards,
Richard J. Snow
VP & Research Director, Customer
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