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Contact centers today are facing more data than they've ever had, less time to manually analyze it, and pressure to make the most of the information to improve operations. Verint's IntelliMiner allows companies to automatically spot trends in their operations, and make adjustments on-the-fly to both correct errors and take advantage of opportunities. It can be looked upon as both a cure to data overload and a tool to generate more efficiency and opportunity than call centers have ever had.

Verint Systems, Inc.
330 South Service Road
Melville, NY, 11747

http://www.verint.com


Product Name: ULTRA™ IntelliMiner 9.4 Performance Intelligence

ULTRA Analytics, powered by Verint’s IntelliFind and IntelliMiner solutions, combines voice and data analysis to help enterprises identify, understand and resolve issues that impact the effectiveness of their customer-focused operations. ULTRA Analytics goes beyond traditional performance management and workforce optimization tools, enabling businesses to understand what is happening in their operations and identify the underlying causes. ULTRA Analytics provides actionable intelligence on critical issues such as why agents are underperforming, why customers are dissatisfied or why enterprise processes are ineffective.

ULTRA IntelliMiner leverages patented data mining technology to automatically surface cause/effect relationships and subtle patterns in contact center performance. ULTRA IntelliMiner goes beyond performance metrics by pinpointing the behaviors that contribute to performance results. With ULTRA IntelliMiner, managers can rapidly uncover performance trends that impact contact center quality, understand how these behaviors relate to business outcomes, and address areas of opportunity and improvement.


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