Verint integration

This feature provides an out-of-the-box integration with Verint's Face-to-Face Voice Interaction Recording solution. Data flow between Contact Center AI Platform (CCAI Platform) and Verint is automatically established and call recordings are pushed to the Verint server for single administration.

The Face-to-Face Voice Interaction Recording feature provides extended benefits when used in combination with other functionality in the Verint Workforce Optimization suite.

Benefits from features like:

  • Quality monitoring

  • Speech analytics

  • Desktop and process analysis

  • Performance management

When enabled, the CCAI Platform agent call adapter interacts with a Verint app on the agent's Windows device. The call adapter sends appropriate session metadata and the appropriate signals (start, pause, resume, stop recording) to the Verint app to manage call recording on the agent's device.

Requirements

  • Agent devices must run Windows OS

  • IT team needs to configure the Verint Face-to-Face Voice Interaction Recording app (msi) to each agents' Windows installation

  • Please contact your Customer Success Manager to activate this feature

Set up Verint Face-to-Face recordings

When you specify an agent's email domain during setup, subsequent calls made that agent are recorded.

To set up Verint Face-to-Face recordings, follow these steps:

  1. In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settings menu, click Menu.

  2. Go to the Session Data Export pane, and then click Manage Data Export Settings. The Session Data Export page appears.

  3. Go to the Verint Face-to-Face Recordings pane and click the toggle to the on position.

  4. In the Agent email domains field, enter a space-separated list of email domains for the agents whose calls you want to record.

  5. Click Save.