What is it? 

Vonage Contact Center (VCC) integrates with Verint’s Interaction Capture Control API. This allows agent activities to be monitored and scored with peak efficiency — the interaction is available upon the termination of the call.

Through Verint Screen Recording, the agent’s interaction can be played back during management review to improve quality monitoring, offer additional agent coaching opportunities, and improve applications/processes.

Post-call analytics can be performed on transcribed audio, supplied through Verint Speech Analytics, to support KPI attainment and agent development.

Verint Experience Management allows VCC users to initiate post-call surveys to measure agent quality, customer experience, and company NPS.

How does it work?

The Vonage Voice Adapter integrates with the Verint Capture Module to capture screen recordings and pair them with audio from interactions with the Vonage Contact Center.

The Verint Interaction Capture Adapter is available for the following Vonage platform:

• Vonage Contact Center (VCC) 

What is required to work?

• Vonage Contact Center
• Verint Engagement Data Management
• Verint Workforce Management Enterprise

What are the Benefits of using it? 

For the first time, call recordings in VCC can be ingested into Verint’s Workforce Engagement Management suite. This enables Vonage customers to:

• Review call and screen recordings in Verint’s Quality Monitoring Application
• Automate the scheduling of coaching sessions using Verint Scorecards
• Leverage Verint’s Total Quality approach to assuring agent performance by automating up to 100% of agent interactions through Automated Quality Monitoring (AQM) and capturing your customer’s views on agent performance directly in your Quality portal with Interaction Quality from Verint
• Perform high-level analytics on your VCC interaction data using Verint Speech Analytics