Innovative Solutions Provide Elegant Automation Storyboarding for Designing Next Generation Automation Solutions for the Contact Center and Back Office
Verint Systems Inc., The Customer Engagement Company, announced the release of the latest enhancements to Verint’s Desktop and Process Analytics (DPA) solution, part of its Workforce Engagement offering, building on Verint’s established leadership in automation solutions. In the hybrid workforce, automated processes work in conjunction with humans, resulting in a change to the fundamental nature of work. This evolution gives employees what they want most from their work: simplification of processes, reduction of tedious, manual tasks and the ability to meet performance goals, while helping the organization reduce operating costs and simultaneously elevating the customer experience.
“Our new Workforce Engagement enhancements use automation at key points to improve the experience for customer and employee alike. These tools dramatically reduce the effort required for employees to meet customer and company goals and provide today’s employees with the technology capabilities they want.”
Today Verint introduced advanced software capabilities that uniquely allow a business to map out and design a process visually, create action cards for each of the steps, and link the triggers needed to capture key events from the employee desktop quickly and easily.
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This type of elegant, integrated automation storyboarding of processes is a first of its kind offering. All process mapping exercises were historically done on paper or in other solutions. Now organizations can design, map, organize and create desktop triggers for real-time process mapping all within one solution. By simplifying the process of designing desktop automation, organizations can now more easily find processes that are ripe for automation and move forward in their journey to creating a hybrid workforce.
In a recent report, Predictions 2019: Employee Experience, Forrester notes that in the coming year, more and more companies will seek to develop a hybrid workforce. “Companies will take on the challenges of human/robot collaboration. The introduction of automation, AI, robots, and other intelligent machines is changing how employees conduct their day-to-day work.”
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By investing in these innovative automation solutions, organizations can see increased employee engagement and productivity through more efficient human and automated processes, as well as more effective compliance, throughout the contact center and back office operations.
“In today’s complex work environment, employees struggle with navigating a host of applications and the need to find the right answers and follow the right processes,” said Verint’s John Goodson, SVP and general manager of products. “Our new Workforce Engagement enhancements use automation at key points to improve the experience for customer and employee alike. These tools dramatically reduce the effort required for employees to meet customer and company goals and provide today’s employees with the technology capabilities they want.”
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