Verint Player
The Verint Player is a modular media component built for reviewing and monitoring call-centre agent interactions.
Designed to work across Verint’s product suite, it combines desktop video replay, waveform visualisation, live transcription, and a multi-track event timeline into a single, configurable interface. Whether used for post-call quality review or real-time call monitoring, the Player gives supervisors and analysts a comprehensive, time-synced view of every interaction.
Challenge
The existing player had accumulated significant technical and design debt over years of incremental updates. As Verint’s product suite expanded, the component was being stretched to serve increasingly varied use cases – from post-call reviews to live monitoring dashboards – without a consistent or scalable foundation.
Visually the existing player was out of sync with today’s expectations (+ the latest evolution of the design system), and crucially suffered from numerous accessibility issues. Teams across the business needed a single player that could be configured to suit different contexts while passing requirements expected from enterprise-grade tools.
Solution
The redesigned Player was built around a modular architecture, allowing each section – video replay, transcription panels, waveform, and event tracks – to be included or excluded depending on the product context it’s deployed in. The transcription panel was tightly integrated with the playhead, spoken dialogue is always anchored to a precise moment in the call. Below the waveform, a set of dedicated event tracks surface the moments that matter most: coaching cues triggered by detected behaviours like raised emotion or over-talk, flagged watch-phrases, agent notes, and application-focus changes that reveal what the agent was doing at any given point.
Supervisors can switch between full, minimal, and playhead-only track views to suit their workflow. An “Events only” tab mirrors the timeline data in a scannable list format, making it easy to navigate directly to key moments without scrubbing through the full recording.
Result
The new Player replaces a long-standing legacy component with a modern, maintainable foundation that scales across Verint’s product suite.
Its modular design means product teams can configure it to their specific context without bespoke development work, reducing implementation overhead and ensuring a consistent experience for end users. For supervisors and QA analysts, the combination of synchronised transcription, multi-track event data, and flexible layout controls brings all the context they need for a call review into one place – reducing the need to cross-reference multiple tools or screens.
