Boost Your Contact Center’s Performance with Greater Control, Quality, and Efficiency
If you’re facing challenges in controlling service quality, managing your workforce efficiently, or leveraging interaction data, it’s time to adopt advanced solutions that drive real results.
With Verint, turn your data into decisions, your team into a high-performance workforce, and every interaction into an opportunity for continuous improvement.
Are You Facing Any of These Critical Challenges?
Low visibility into agent performance
It’s difficult to know what’s happening in real time or detect deviations early.
Inefficient workforce management
Manual planning, last-minute changes, and limited visibility lead to turnover and overload.
Limited ability to act on your data
You have data, but not useful insights or clear recommendations to take action.
Quality and compliance issues
Manually evaluating interactions is costly and slow, making it hard to maintain service and compliance standards.
Limited self-service options
Customers still rely on agents for simple tasks that could be automated.
Verint: Intelligence, Automation, and Precision for More Efficient Operations
Verint is the leading platform for operational performance, customer experience, and compliance in Contact Centers. Through AI-powered and analytics-driven tools, it transforms every interaction into a source of value.
Key capabilities we enhance at ICQ24:
Workforce Management (WFM)
Optimize agent forecasting, scheduling, and management to achieve maximum operational performance.
Quality Management (QM)
Automatically and accurately evaluate interactions with quality and compliance criteria, driving continuous improvement.
Speech Analytics
Centralized space to create, store, and share documentation, wikis, and key processes, promoting collaboration and knowledge transfer.
Agent Copilot & Self-Service
Visual task management with intuitive boards, lists, checklists, and labels for small teams or specific workflows.
Automated QM
Complementary tools for DevOps, CI/CD, monitoring, alerts, and continuous integration.
More Than Technology—A Strategic Ally for Continuous Improvement
Data-driven decision-making
Visualize trends and behaviors in real time to intervene with agility.
More efficient, motivated, and aligned agents
Thanks to intelligent scheduling, balanced workloads, and tools that support them in every interaction.
Sustained quality improvement
With automated evaluations, compliance enforcement, and timely, objective feedback.
Reduced human dependency on routine tasks
Through automation of analysis, planning, and standard responses.
Higher customer (CSAT) and employee (ESAT) satisfaction
Faster, more useful, personalized interactions with less operational friction.
Measurable Results. Real Savings.
Verint’s solutions drive direct impact on efficiency, productivity, and customer experience:
30–50% reduction in Average Handle Time (AHT) by automating tasks and guiding agents in real time.
25–35% increase in First Contact Resolution (FCR) thanks to a complete customer view and contextual responses.
20–40% reduction in operational costs by optimizing workforce management and reducing manual tasks.
100% automated interaction evaluation with AI, eliminating manual bias and increasing quality control.
+1.5 to +2 point improvement in CSAT through personalized, consistent experiences.
With Verint, you don’t just improve processes—you transform your operation with results you can see and feel.
