Call Accounting Featured Article

Robots Rejuvenate Communications Systems

December 07, 2018

As we say goodbye to the analog world, we say goodbye to so many manual processes. The digital age is introducing automation in a big way. From the data center and contact center, to sales and marketing, and beyond, automation is easing IT’s job, and empowering productivity.

This week, Verint (News - Alert) announced the arrival of its patent-protected Automated Verification solution providing organizations with end-to-end health of communications systems. The newly unveiled offering will join Verint’s Workforce Engagement suite.

“In many organizations, the contact center is the strategic nerve center that drives customer engagement and loyalty,” said Dick Bucci, Principal, Pelorus Associates. “IT teams have invested heavily in communications systems across multiple sites, including the cloud. The end result is a complex system that requires constant testing and monitoring, but it’s all piecemeal and manual. Verint Automated Verification can monitor and test the entire system—from the switch, to the audio quality in the handset, to recording—enabling the IT team to focus on more strategic initiatives that drive customer satisfaction and regulatory compliance.”

The robotic process automation (RPA) application delivers customers a team of virtual engineers to complete communications systems testing. What could take a human weeks, and still be riddled with err can be accomplished by your virtual team in a fraction of the time providing a proactive solution to ensure expected performance.

“Successful conversations between customers and agents are critical to maintain customer satisfaction. This solution automates the monitoring process to ensure calls are received, routed and recorded properly,” said Verint’s John Goodson, senior vice president and general manager, products. “Verint’s Automated Verification saves time and reduces costs by reducing the number of system issues that occur, the time it takes to diagnose issues, the risks of legal and financial penalties and helps ensure consistent, positive customer experiences across cloud, on-premises and hybrid environments.”

The digital age is driving change, with automation staring in this show of transformation. How does your organization enable communication system performance?

Edited by Maurice Nagle