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Contact Center Desktop and Process Analytics

Desktop and Process Analytics Offers Insight into Compliance and Application Usage

Increasingly, data privacy regulations are requiring contact centers to distinguish the types of information they can record from those they can’t. Moreover, the need to manage liability, costs, and efficiency is making it necessary for many centers to retrieve specific interactions quickly—and have insight into non-phone activities, such as file management, correspondence, and order processing.

Impact 360^® Desktop and Process Analytics from Verint^® Witness Actionable Solutions^® can help address data privacy requirements while capturing employee desktop activity across different systems, applications, and processes. By enabling these latent aspects of customer service operations to be tracked, measured, analyzed, and refined, Impact 360 Desktop and Process Analytics can help contact centers improve efficiency, reduce costs and liability, and enhance the customer experience.

Limit Liability and Gain Visibility into Off-phone Activities

Impact 360 Desktop and Process Analytics offers functionality to help contact centers protect private information, limit liability, and gain visibility into off-phone activities by:

• Avoiding the capture of sensitive data.
• Tagging recordings with information to facilitate easy retrieval.
• Identifying and preventing agent and system behaviors that do not comply with industry regulations and company practices.
• Improving productivity by showing how employees use applications and systems to perform their work.
• Detecting and correcting flawed processes.
• Revealing the successful behaviors of top performers.
• Detecting training needs through unusual application usage.

Advanced Desktop Analytics Offers Insight into Customer Service Operations

Impact 360 Desktop and Process Analytics includes Advanced Desktop Analytics to provide data capture triggering—as well as analysis of desktop application usage—through:

• Application Event Trigger - Automatically captures interactions selectively across multiple communications channels, including the telephone, email and Web, via user-defined, screen-based triggers. For example, triggers can be set to stop recording when customers provide their credit card information, or to capture access to specific customer accounts.
• Application Analysis – Tracks and reports on all PC application activities on the agent desktop, showing which applications agents use—including how they use them, when, and for how long. Supervisors can observe patterns in workflow and computer usage, and identify non-work related activities that can dramatically impact service levels and handle times.

Examine Processes with Strategic Desktop and Process Analytics

For even greater insight, Impact 360 Desktop and Process Analytics is available in a strategic package that provides the functionality of Advanced Desktop Analytics, along with:

• Process Analysis - Enables contact centers to define specific processes, then track the volume and status of workflow as it moves through them using the sequences of trigger data and application usage patterns from Advanced Desktop Analytics. When the software recognizes a specified sequence of steps, it records the data. The solution provides graphical timeline reports showing which processes have been completed, how long they took, who performed them, and the steps involved. Contact centers can even spot incomplete processes, transaction values, and account data at given steps.
• Process Discovery – Graphically maps, step by step, how agents execute processes based on their actual PC activities. The solution can capture data and create process diagrams in Microsoft Visio® automatically without interrupting work, interacting with critical corporate systems, or requiring predefined process flows or integration with other applications. Contact centers can spot frequently followed paths, process efficiencies, and exceptions, then use this information to develop best practices, training and more.
• Data Propagation and Process Guidance – Reduces duplicate data entry by providing the ability to automatically replicate data elements from one application to others, without application or database integration. Delivers real-time guidance to employees at specific steps within a process by displaying on-screen instructions and/or knowledgebase articles, alerting a supervisor to offer assistance, and/or launching a sequence of steps automatically, based on content displayed on the screen.