Ensuring Compliance · 2020. 10. 27. · © 2020 Verint Systems Inc. All Rights Reserved Worldwide....

© 2020 Verint Systems Inc. All Rights Reserved Worldwide.

Kelly Koelliker

Marketing Director, Verint

Iain Daws

Marketing Director, Verint

in the “New Normal”

Ensuring Compliance

27 October 2020



3 Steps to Compliance Success

2

Make Every

Agent Your Best

Agent

Mind the

Collaboration

Compliance

Gap

Be Proactive

© 2020 Verint Systems Inc. All Rights Reserved Worldwide. © 2020 Verint Systems Inc. All Rights Reserved Worldwide.

Variability is the enemy of Compliance.

3

after

W. Edwards Deming

Industrial Engineer

© 2020 Verint Systems Inc. All Rights Reserved Worldwide. 4

Privacy Regulations Are Growing

Gartner Predicts for the Future of Privacy 2019, January 14, 2019

It’s Here: The 2019 Forrester Global Map Of Privacy Rights And Regulations, Forrester, June 24, 2019

British Airways fined record

£20m over data hack of

425,000 passengers

HIPAA

CCPA

GDPR

LGPD

PCI-DSS

POPI

PIPEDA


If you think

compliance is

expensive, try

non-compliance.

Paul McNulty

(Former) US Deputy Attorney-General



#1

Be Proactive



What We Think is

Happening


Create Real-time Visual Maps of Your Processes

What we think is happening What is actually happening


See where things most often go wrong and how

Employee A Employee B


What They Found

Six Sigma

MapEmployee A Employee B


Proactive, Real-time Compliance

Automate actions based on screen content and activity

• Actions (e.g. pause/resume recordings)

• Tag critical information for easy retrieval

• Record screens for risk management

• Avoid capturing sensitive information

• Provide reminders, prompts or KM

resources

• Send alerts of missed compliance steps

PCI

Privacy

Security


• Using Advanced Desktop Analytics to

understand employee performance and

identify coaching opportunities.

• Also to baseline current processes for

analysis, automation, and Lean and Six

Sigma improvements.

IT Services

Outsourcer


84Opportunities to

improve processes

identified

Opportunities for

automation23

Customer Success StoryIdentified:

Found:

Opportunities to

improve Customer

Experience37

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#2

Make every

agent your

best agent


Needs Vs Reality

500K

450K

Needs

Compliance needs 100%

adherence

100% ≤ 3%

Reality

Typical random sampling

rates fall far below needs

VS

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Non-compliant x 1% = 50/wk 2,500/yr

8,000 x 1% = 80 non-compliant calls revealed/yr

BUT –

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An Ounce of Prevention: Avoid Potential Fines

*Fines vary by state/geography.


TCPA fine paid

by Telecom*

$381m

PCI-DSS: Up to $100k

fines per month

$100k

Disclosure

fines paid by

a US company*

$5.8m


With AQM for Compliance,

you can automatically review

100% of calls


© 2020 Verint Systems Inc. All Rights Reserved Worldwide. 18© 2020 Verint Systems Inc. All Rights Reserved Worldwide.

• Monitor 100% of interactions

to assure compliance

• Alert when agents’

compliance KPIs fall below

acceptable range

• Automate scoring,

notifications, and workflows

• Add additional autoscoring

around soft skills, compliance,

script adherence, etc.

100% Coverage


Why Automated Quality Management?

Screen 100 percent of recorded interactions, without the need for additional staff or other resources

19

Quick ROI

Improve Employee

Engagement

Shift Resources

Improve Customer

Satisfaction

Out-of-the-Box

Compliance

Enhance

Operational

Effectiveness

AQM


#3

Mind the

Collaboration

Compliance

Gap!



Online

collaboration

tools are

evolving


Online Collaboration Can Drive:

But what about regulated interactions?22

Improved employee

satisfaction

Increased employee

productivity

Business continuity and

improved business outcomes


Collaboration Must Remain Compliant

Businesses are under pressure to adhere to internal rules and external policies

that dictate call recording, recordkeeping, monitoring and retrieval.

MiFID II

Dodd-Frank GDPR CCPA

PCI HIPAA

Internal

Policies

Industry

Standards

Employee Monitoring

Risk

Management

Data Protection


Capturing All

Channels

Reliable, automatic,

omnichannel and resilient.

Instant

Messaging

Screen Sharing

Voice Calling

Content

Video

Conferencing


Integrated Data Capture and Management

Recording is just the first step in a compliance strategy…

Locate, Retrieve, Analyze

Data

Single Solution

Unify and Simplify


Add Enterprise Recording to Collaboration Tools

Significant ROI

Reduced Compliance Risk Employee Monitoring

Capture interactions to

mitigate compliance risk and

maintain internal controls

Business Intelligence

Gain greater insights to identify

trends, drive workforce

engagement and improve CX

Monitor and analyze

workforce performance,

conduct and adherence

Simplify deployment, unify

interaction recording and

avoid compliance fines


3 Steps to Compliance Success

28

Make Every

Agent Your Best

Agent

Mind the

Collaboration

Compliance

Gap

Be Proactive


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Engage With UsThank You

Ensuring Compliance · 2020. 10. 27. · © 2020 Verint Systems Inc. All Rights Reserved Worldwide....

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