Workforce Management Featured Article
New Verint Integration Consolidates Recorded Zoom Interactions with Customer Data
For the fast-growing community of businesses relying on Zoom Phone (News - Alert) and Zoom Meetings for their unified communications, data capture and recording has been a thorny problem, particularly for companies that need to record information relevant to customer relationship quality management.
While contact centers provide a partial view of customer relationships, a data hub is required to collect context surrounding interactions and customer experience that helps make them more actionable. Much of this adjacent data is contained in Zoom meetings.
Customer engagement solutions provider Verint (News - Alert) announced the launch of a new native integration as part of the Verint Cloud Platform for Zoom Meetings and Zoom Phone interactions with Verint Engagement Data Management (EDM). Verint EDM is an open solution to help build a multi-source data hub for customer interaction and experience data that is recorded or captured from any system, channel or communication mode.
The new integration is expected to provide a quick and straightforward way of consolidating recorded Zoom interactions with customer interaction and feedback data from other sources. Verint EDM will store and harmonize this data alongside interaction and experience data from other corporate systems, increasing the efficiency and decreasing the expense of separately transforming and combining from diverse data silos.
“Verint’s native EDM integration with the Zoom platform means that Verint customers can instantly include recorded data into their analysis of customer engagements,” said Verint’s David Singer, VP of the company’s go-to-market strategy. “All of that data ultimately contributes to an organization’s approach to total quality by creating a more comprehensive understanding of customer interactions across all engagement channels in order to make more effective business decisions and ensure compliance.”
Verint EDM also gives organizations additional depth and enrichment to understand customer engagement and generates intelligence to manage compliance and more effectively improve business operations.
This launch follows the recent announcement of the integration between Verint Financial Compliance and Zoom.
Edited by Erik Linask
