Verint Advanced Desktop Processing Analystics Add-on - License - VRNT-DPA-ADD

• Advanced desktop analytics
  Provides data capture, event triggering, and analysis of desktop application usage through triggers and application analysis.
• Triggers
  Provides user-defined, screen-based desktop triggers to automatically detect events and activities conducted across agent desktop applications. You can capture specific types of interactions or particular business functions based on the values of individual fields, key strokes, sequence of screens and other screen events within applications. For example, you can set a trigger to stop recording when customers provide their credit card information, or to capture access to specific customer accounts.
• Application analysis
  Tracks and reports on application activities on the agent desktop, showing which applications your agents use - including how they use them, when, and for how long. You can observe patterns in workflow and computer usage, and identify non-work related activities and idle time that can have a dramatic impact on service levels and capacity.
• Collections
  Collects the activities (contributions) performed by individuals or teams on a single work item or case in a central repository for quick review and evaluation. You can easily search and evaluate the contributions of front- and back-office employees from a single, easy-to-use workspace.
• Process analysis
  Enables you to define specific processes, then track the volume and status of work 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. Reports show which processes have been completed, how long they took, who performed them, and the steps involved. You can even spot incomplete processes, transaction values, and account data at given steps.
• Verint Process Assistant
  Helps employees to complete tasks faster by providing guidance and automation wizards that overlay applications, showing staff exactly what to do, preventing them from proceeding in some situations, and even performing the work for them in others. The solution can automatically provide staff with "Guide Me" or "Show Me" scripts, and pre-populate data across applications to help increase accuracy and productivity.
• Part of the Verint customer engagement portfolio
  Verint Contact Center Desktop and Process Analytics is a part of a patent-protected portfolio of customer engagement solutions that help organizations enrich customer interactions, improve business processes, and optimize their workforces to enhance loyalty, increase revenue, mitigate risk, and manage operational costs.

Verint Desktop and Process Analytics can address data privacy requirements while capturing employee desktop activity. By enabling the processes associated with customer service operations to be tracked, measured, analyzed, and refined, the solution can improve efficiency, reduce costs and liability, and enhance the customer experience. Verint Desktop and Process Analytics offers functionality to help centers protect private information, limit liability, and gain visibility into non-phone activities.