I do not work for the contact center area but noticed that Verint was downloaded to my computer. I googled it and its a monitoring app but it doesn't have to be used for that. Does any one know how Cigna plans on using the Verint applications?
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Verint used to be a company called Zoom many years ago. Call centers used it for recording calls and other call audit functions.
However, Verint also has software that can be used to monitor productivity for non-call center staff. There are currently some teams who are using Verint to determine if their staff is being productive and which apps and websites they use. Productivity is also not based on mouse movement so we assume it’s keystrokes and mouse clicks.
Not only does verint record your screens while on calls and for some time post call, managers can watch you work in real time. All screens. Be very careful.
Verint is an audit tool. It is used for evaluating work and making sure quality work is being performed and sent to the provider. It isn’t used to spy on you.
What words is it looking for? Someone just said that it is triggered by certain words
Heads up. Verint continues recording your screen(s) for 3 minutes after you end the call..
Crowdstrike is on every computer and cigna phone and monitors websites,activity,trigger words in chats and emails and keeps physical track of the device
Our team uses it to see daily productivity and it tracks if you’re idle and how long.
Verint is used for call listening and seeing the computer screen while you are on a call. It is not used to monitor productivity.
Monitors everything. Keystrokes. Activity and inactivity. Apps accessed. Website browsing. Big brother on ‘roids.
I know how much people can't stand case managers on this thread. I happen to be a case manager and Verint is used to monitor every single call I make. Not only is the call recorded but so is my computer monitor while I'm on a call. I find it to be very invasive.
Verint has been used extensively in Cigna and ESI contact centers for years. It isn't used for productivity, but for coaching and call listening as well as to identify trends.
Thank you. I figured it did. However,I didn't want to make assumptions.
Yes, they use it to monitor productivity. When you log on and off and what applications you are using. It's not "supposed" to monitor keystrokes (but we all suspect it does).