Customer engagement platform provider Verint has announced a new partnership with security and compliance firm Theta Lake.
Verint’s offering leverages data, AI and analytics to help companies understand and meet customer demands, while Theta Lake specialises in a suite of compliance and security software for collaboration platforms including Verint, as well as Microsoft Teams, RingCentral, Zoom and Slack.
The strategic partnership will see the companies offer an integrated solution for financial firms dealing with new sources of risk in the age of hybrid working, in areas such as compliance breaches, misconduct, data loss and security.
Verint’s communication capture, data management, operational assurance and analytics offerings are to be integrated with Theta Lake’s automated collaboration risk monitoring technologies, helping companies to monitor and assess risk across unified communications platforms.
“Remote employees, diversifying communication channels and the evolving sophistication of malicious behaviour, have made identifying compliance breaches and misconduct even more complex. Yet, legacy solutions and manual approaches to monitoring and risk detection are not built to scale, lack accuracy and are resource intensive,” said John Bourne, senior vice president, global channels and alliances, Verint.
“This is where our partnership with Theta Lake comes into play, by helping financial services firms detect and act upon risky, non-compliant or unethical behaviour across the widest range of collaboration captured in the modern workplace.”
The companies said the partnership would also enable a complete view of risk across conversations and information sharing via collaboration tools.
“As a collaboration-first, hybrid working model emerges in the financial industry and beyond, and with an increased use of video, real-time messaging, screen sharing and unified communications, new forms of risk arise that regulated firms can’t turn a blind eye to,” said Anthony Cresci, senior vice president of business development, operations and finance, Theta Lake.
“Businesses can more confidently expand their use of these collaboration channels and all their features and functionality by taking a proactive approach to compliance and risk management that automates the detection of data leakage, acceptable use, data privacy, and regulatory or corporate compliance risks across what is shared, shown, spoken, and typed.”
Verint recently added new agent assist capabilities to its Customer Engagement Cloud platform, leveraging AI to deliver real-time insights.
“Our latest innovation supports the delivery of exceptional experiences aligned with the customer’s emotional state and intent for more impactful and meaningful interactions, guiding agents in real time towards the best possible outcome,” said Daniel Ziv, Vice President, Speech and Text analytics, Global Product Strategy, Verint, last month.
