What is it?
This adapter enables organizations using Avaya Infinity to leverage Verint's Quality Management and Text Analytics capabilities for their digital channel interactions. By automatically ingesting webchat, email, and SMS transcripts into Verint EDM, quality teams gain complete visibility across voice and digital channels without manual data export or custom integration work. The adapter, an integral part of the Avaya Infinity platform, provides direct and seamless integration with the Verint Workforce Engagement (WFE) solution. The adapter injects transcripts of completed webchat, email, and SMS interactions into the Verint Engagement Data Management component, allowing for immediate search and review.
How does it work?
The adapter monitors the Avaya Infinity digital channel interactions in real time. When an interaction is complete, the adapter retrieves the transcript and calls the Verint Text Ingestion API, supplying both the transcript and associated metadata. The interaction is then available for immediate review under the WFE Interactions workspace, tagged with the relevant channel and media type, Infinity Agent details and customer details. This ensures supervisors can monitor digital channel quality immediately after interactions complete, enabling faster coaching interventions and maintaining consistent quality standards across all customer touchpoints.
What is required to make it work?
To implement this adapter, you need:
- Avaya Infinity platform with webchat, email, and/or SMS channels configured
- Verint Workforce Engagement with Engagement Data Management (EDM) Text module
- Verint Text Ingestion v2 API enabled (contact your Verint account manager)
- API credentials and endpoint URL from Verint
- Network connectivity between Avaya Infinity and Verint Cloud
What are the Benefits of using it?
The adapter leverages Verint’s market-leading workforce engagement capabilities for digital interactions orchestrated by the Avaya Infinity platform.
- Unified Quality Management: Monitor and evaluate digital interactions (webchat, email, SMS) alongside voice using the same QM workflows and scorecards
- Complete Interaction Visibility: Search, review, and analyze all digital channel interactions with full transcript context and metadata
- Accelerated Quality Evaluation: Apply Text Analytics and automated scoring to digital interactions for faster coaching and compliance
- Cross-Channel Agent Performance: Evaluate agent performance across voice and digital channels with consistent metrics and scoring
- Reduced Integration Complexity: Out-of-the-box integration eliminates custom development and reduces time-to-value