Desktop Analytics solutions are veterans of the call center industry, having been around for close to 10 years. However, new features are enabling organizations to leverage the insights captured in new and exciting ways.
Fundamentally, Desktop Analytics has three core capabilities:
- Capture activity and application use directly from the employee desktop without any integration with the systems and applications being used. This is handy, especially in back offices where legacy systems make it difficult to extract real-time data. The insights can help organisations understand who is doing what, when, for how long, and in what manner. Applications can be categorised as “production” and “non-production” related, giving organisations insight into shrinkage, idle time, and opportunities to increase capacity.
- Send real-time alerts or reminders to an employee based on the context of what is happening, such as the screen that is open, the field that is being completed, the process/customer/product/service the work item is associated with, etc. The alerts, reminders, or data captured is initiated by “triggers” the solution administrator creates. Triggers can be defined rapidly and take effect immediately with no coding or modifying of applications needed — and no IT or vendor services required.
- Initiate an action based on desktop activity, such as pause and resume a recording, open an application, navigate to a specific screen, or tag a work item with an identifier for easy retrieval and/or reporting.
Building on this capability, Verint has introduced a new DPA feature, DPA Path Studio, to easily organise and manage triggers for automation, process mapping and employee guidance. DPA Path Studio uniquely allows 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. This type of elegant, integrated automation storyboarding was impossible in the past.
DPA Path Studio enables the business user to fill in descriptors for the actions and triggers created, as well as the objectives for the trigger grouping/process. These descriptors are helpful for the DPA administrator to understand the “why” behind the triggers, as well as for other business users to easily identify triggers and processes they can copy versus create from scratch. Once the visual map is created, a DPA administrator can then create the triggers following the design.
Verint is an established leader in intelligent automation, with solutions such as DPA leading the charge. In combination with other workforce engagement solutions, DPA enables greater insights and capabilities, for example:
- Multi-channel Recording. Automatically trigger pause and resume call and screen recordings for PCI compliance
- Knowledge Management. Relevant knowledge articles can be suggested based on real-time context
- Real-time Speech Analytics. Alerts can be sent to contact center agents and/or their managers when a customer is frustrated. The alerts can recommend a different tactic or approach to the interaction.
- Workforce Management. Show real-time schedule adherence based on desktop activity.
Desktop analytics can act as the bridge or glue that ties together all the activities and applications being used to create a holistic picture of how employees are spending their time, without lengthy integrations. Our customers often find that DPA data becomes the one source of the truth that both management and employees can agree on and accept as an accurate and equitable representation of employee contributions and performance.
Watch the video to learn how Wesbank, a financial services firm in South Africa, leverages Verint DPA to reduce call volumes by 24 per cent (even while the customer base increased by 36 per cent), improve first call resolution (FCR) by 16 per cent and increase customer satisfaction.
Another customer, a large insurance company, had created a shared services group which was charged with developing a global, standardised performance management framework and consistent metrics that would help it break down silos between its many companies, functions and locations. The insurer also turned to the employee desktop as the source of trusted data and implemented Verint DPA and enterprise Performance Management. The insurer experienced greater processing consistency and productivity.
Specifically, they’ve seen a 36 per cent increase in time spent in production applications, and a dramatic decrease in time spent on non-production-related activities, saving them more than $9 million USD.
This next evolution of Desktop and Process Analytics solutions is providing actionable intelligence that enables better, faster decision making. To learn more, contact us at firstname.lastname@example.org.