Digital Experience Monitoring with Verint + Virsae

VSM-E adds agent digital experience to Verint Workforce Management to reveal how technology impacts CX, productivity, and performance.

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Verint’s Workforce Management solution automates forecasting, scheduling, and performance tracking across contact centers and back-office operations to optimize staffing and ensure capacity. Virsae Service Management-Everywhere (VSM-E) is a Digital Experience Monitoring solution that helps contact center leaders see and manage how agent technology impacts customer experience. Together, Verint’s data and VSM‑E can reveal a full picture of performance.

Virsae + Verint for Contact Centers

Are an agent’s quality issues caused by poor home Wi‑Fi, rather than a lack of skills or process? VSM-E can identify problems in the technology stack.

Continuous monitoring

Drive clear, actionable insight for the operations teams with continuous monitoring of the digital environment agents rely on – from network quality to device performance, application responsiveness and even environmental factors affecting calls and agent wellbeing.

Diagnose underlying problems

VSM-E can help you distinguish true human performance issues from technology constraints, identify their root‑causes, and add additional context around existing workforce and CX analytics data.

Make evidence-based decisions

The business impact of technology issues becomes visible and measurable, so business leaders can build clear, evidence-based business cases for network or hardware improvements.

VSM‑E makes the business impact of technology issues visible and measurable so business leaders can build clear, evidence-based business cases for network or hardware improvements, for example:

  • a 12‑second increase in handle time from poor Wi-Fi across 2 million calls could equate to over 6,000 hours of lost productivity
  • headset and network issues were found to be the cause of 27% of a contact center’s low-call quality scores — not agent performance
  • a 9% higher repeat contact rate was attributed to packet loss and dropped calls, undermining FCR and directly increasing customer effort and operational cost.

 

Optimization

Virsae data allows Verint Workforce Engagement Customers to optimize people, processes, and technology together, not just workforce metrics. Connect Agent Technology Health + Workforce Performance + Customer Experience so leaders can manage CX proactively, even when agents are no longer in a physically controlled contact center environment.

Answer: “Is this a training issue, or is the technology slowing them down?”

Operational Experience

Integrating data like Wi-Fi quality, machine performance, and headset performance, with Workforce Engagement data through the Verint Data Hub creates operational experience value and identifies impacts on CX outcomes.

Answer: “Is poor CX driven by agent behaviour, or by underlying operational issues?”

Quality Protection

Telemetry data such as network quality, packet loss, and headset performance—combined with Verint quality monitoring and interaction analytics—enables organizations to accurately identify the root cause of poor customer interactions. Don’t rely on QA scores and coaching feedback alone.

Answer: “Is poor call quality caused by the agent, or by underlying technology issues?”

VSM-E headset UI

VSM-E headset user interface

VSM-E Network user interface

VSM-E Network user interface

VSM-E Workstation user interface

VSM-E Workstation user interface