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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:
In the CCAI Platform portal, click Settings > Developer Settings.
If you don't see the Settings menu, click menuMenu.
Go to the Session Data Export pane, and then click Manage Data Export
Settings. The Session Data Export page appears.
Go to the Verint Face-to-Face Recordings pane and click the toggle to
the on position.
In the Agent email domains field, enter a space-separated list of email
domains for the agents whose calls you want to record.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eThis feature seamlessly integrates with Verint's Face-to-Face Voice Interaction Recording, automatically establishing data flow and pushing call recordings to the Verint server.\u003c/p\u003e\n"],["\u003cp\u003eThe integration works with the CCAI Platform, where it sends session metadata and recording signals to a Verint app on the agent's Windows device.\u003c/p\u003e\n"],["\u003cp\u003eThe Verint app integration provides benefits like quality monitoring, speech analytics, desktop/process analysis, and performance management, especially when combined with the broader Verint Workforce Optimization suite.\u003c/p\u003e\n"],["\u003cp\u003eEnabling this feature requires the agent's devices to run on Windows OS, and the IT team must configure the Verint Face-to-Face Voice Interaction Recording app on each agent's device.\u003c/p\u003e\n"],["\u003cp\u003eSetting up Verint Face-to-Face recordings involves specifying agent email domains in the CCAI Platform portal, which will then trigger the recording of subsequent calls made by those agents.\u003c/p\u003e\n"]]],[],null,["# Verint integration\n\nThis feature provides an out-of-the-box integration with Verint's Face-to-Face\nVoice Interaction Recording solution. Data flow between\nContact Center AI Platform (CCAI Platform) and Verint is automatically established and call\nrecordings are pushed to the Verint server for single administration.\n\nThe Face-to-Face Voice Interaction Recording feature provides extended\nbenefits when used in combination with other functionality in the Verint\nWorkforce Optimization suite.\n\nBenefits from features like:\n\n- Quality monitoring\n\n- Speech analytics\n\n- Desktop and process analysis\n\n- Performance management\n\nWhen enabled, the CCAI Platform agent call adapter interacts with a\nVerint app on the agent's Windows device. The call adapter sends appropriate\nsession metadata and the appropriate signals (start, pause, resume, stop\nrecording) to the Verint app to manage call recording on the agent's device.\n\n**Requirements**\n\n- Agent devices must run Windows OS\n\n- IT team needs to configure the Verint Face-to-Face Voice Interaction\n Recording app (msi) to each agents' Windows installation\n\n- Please contact your Customer Success Manager to activate this\n feature\n\nSet up Verint Face-to-Face recordings\n-------------------------------------\n\nWhen you specify an agent's email domain during setup, subsequent calls made\nthat agent are recorded.\n\nTo set up Verint Face-to-Face recordings, follow these steps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Developer Settings** .\n If you don't see the **Settings** menu, click menu **Menu**.\n\n2. Go to the **Session Data Export** pane, and then click **Manage Data Export\n Settings** . The **Session Data Export** page appears.\n\n3. Go to the **Verint Face-to-Face Recordings** pane and click the toggle to\n the on position.\n\n4. In the **Agent email domains** field, enter a space-separated list of email\n domains for the agents whose calls you want to record.\n\n5. Click **Save**."]]
