Verint Case Management | Unified Agent Desktop Solutions

SYNCHRONIZE SUCCESS

Simplifying the Desktop for Exceptional Customer Service

Unified Agent Desktop

SEAMLESS INTERACTIONS

Unified Agent Desktop

Single Interface

Our team implements Verint's intuitive, unified agent desktop, consolidating all customer interactions, applications, and tools into a single, easy-to-use interface.

Interaction Management

We enable your agents to efficiently handle multiple interactions simultaneously, across various channels, without losing context or compromising service quality.

Customizable Workspace

Our experts tailor the desktop layout and workflow to your specific needs, ensuring optimal usability and productivity for your agents.

Seamless Integration

We integrate the unified desktop with your existing systems, such as CRM, knowledge management, and telephony, providing agents with quick access to relevant customer data and tools.

Streamlined Processes

INTELLIGENT AUTOMATION & WORKFLOW OPTIMIZATION

Streamlined Processes

Automated Tasks

Our team identifies repetitive tasks and processes that can be automated, such as data entry, freeing your agents to focus on more complex, high-value interactions.

Workflow Optimization

We analyze your current processes and workflows, identifying bottlenecks and inefficiencies, and implement optimized workflows to enhance productivity and reduce handle times.

Contextual Guidance

Our experts configure real-time guidance and scripting to provide agents with relevant information and next-best-action prompts, ensuring consistent, accurate, and compliant service delivery.

Robotic Process Automation (RPA)

We explore opportunities to leverage RPA for automating back-office tasks and integrating with the unified desktop, further streamlining processes and reducing manual effort.

Case Management

EFFICIENT ISSUE RESOLUTION AND COLLABORATION

Case Management

Dynamic Case Management

Our team sets up intelligent case routing and prioritization based on predefined rules and criteria, ensuring each case is assigned to the most appropriate agent or team.

Collaborative Problem-Solving

We enable seamless collaboration between agents, supervisors, and subject matter experts through integrated chat, screen sharing, and case transfer capabilities.

Knowledge-Driven Resolutions

Our experts integrate the unified desktop with your knowledge management system, providing agents with instant access to relevant articles, guides, and FAQs for accurate and efficient issue resolution.

Service Level Management

We help you define and track service level agreements (SLAs) for different case types, ensuring timely resolutions and enabling proactive escalation when necessary.

Continuous Improvement

REPORTING, ANALYTICS, AND ACTIONABLE INSIGHTS

Continuous Improvement

Comprehensive Reporting

Our team enables you to generate detailed reports on key performance metrics, such as case volume, resolution times, agent productivity, and customer satisfaction.

Interaction Analytics

We help you leverage Verint's interaction analytics capabilities to gain insights from voice and text interactions, identifying trends, sentiment, and areas for improvement.

Desktop and Process Analytics

Our experts utilize desktop analytics to monitor agent activity, identify process inefficiencies, and uncover training opportunities.

Continuous Improvement

We work with you to establish a continuous improvement framework, regularly reviewing performance data and implementing data-driven optimizations to refine your operations.

Testimonials

How a trusted partner makes all the difference…

“SPAR helped us define, analyze, and customize within our budget and timeline. Working with SPAR was an absolute pleasure and we were able to launch without a hitch!”

Nina Rosenbladt

Senior Director of Business Analytics at SI-BONE

“SPAR has been a true partner in everything from large development projects to day-to-day management. I could not have led my department without them.”

Melissa Phan

Senior Business Intelligence Analyst at NeoGenomics

"SPAR’s actions speak much louder than anything that's written in print… they have proven time and again to be reliable, knowledgeable, and transparent with my entire company… they've empowered me to remain trustworthy and communicate throughout my entire organization."

Dan Wagner

Chief Commercial Officer at Spark Biomedical

“SPAR brings their experience to help us think through the important details. We wouldn’t have been able to grow if not for the processes SPAR has helped us implement.”

Oliver Brouse

Corporate Controller at Earlens

“We had several calls with prospective partners and none of the others seemed to understand our goals and objectives. It was quite apparent that not only did SPAR understand but could relate their understanding back to us. Excellent partner, excellent outcome.”

Joey Len

Enovate Medical

resources

Latest Resources

Chatbots in Insurance

Beyond Policies: How Chatbots are Transforming the Insurance Industry

CRM ROI

October 5, 2023

min

Why Aren't You Seeing ROI on Your CRM Investment?

A Customer Relationship Management (CRM) system is a robust software platform paired with a strategic approach...

Serverless Architecture

April 20, 2023

min

What is Serverless Architecture and How does it work?

Serverless architecture is an approach designed to build and run applications and services without managing the servers.

Knowledge Management Strategy

February 2, 2023

min

What is a Knowledge Management Strategy and Why Does your Small or Medium-sized Business Need one?

There are many benefits to having a knowledge management strategy for a small or medium-sized business.

ONE UNIFIED PLATFORM, INFINITE CUSTOMER DELIGHT

Enhance Service Consistency

Simplifying the Desktop for Exceptional Customer Service

Unified Agent Desktop

Streamlined Processes

Case Management

Continuous Improvement

Need Help with Verint Unified Desktop?

Our Solutions in Action

How a trusted partner makes all the difference…

Latest Resources

Beyond Policies: How Chatbots are Transforming the Insurance Industry

Why Aren't You Seeing ROI on Your CRM Investment?

What is Serverless Architecture and How does it work?

What is a Knowledge Management Strategy and Why Does your Small or Medium-sized Business Need one?

Let Us Help You with Your Journey

Pricing

ONE UNIFIED PLATFORM, INFINITE CUSTOMER DELIGHT

Enhance Service Consistency

Simplifying the Desktop for Exceptional Customer Service

Unified Agent Desktop

Streamlined Processes

Case Management

Continuous Improvement

Need Help with Verint Unified Desktop?

Our Solutions in Action

How a trusted partner makes all the difference…

Latest Resources

Beyond Policies: How Chatbots are Transforming the Insurance Industry

Why Aren't You Seeing ROI on Your CRM Investment?

What is Serverless Architecture and How does it work?

What is a Knowledge Management Strategy and Why Does your Small or Medium-sized Business Need one?

Let Us Help You with Your Journey