ACE vs. Verint Automated Quality Management

It’s a great way to process transactions depending on the logic of your applications. Real-time tracking for logs can be monitored via the backend; however, we cannot pinpoint which transactional logs it is. We usually ask the DB admin to provide the ACE entry and exit logs for this. I would love to have that functionality readily available at any given time, without relying on the other team.

AQM is well suited when wanting to have a picture of overall performance. It is great for identifying outliers and a target audience for coaching. Also expands your coverage of calls without adding any FTE/Head count. Its less suited for question types that are very complex or there are multiple ways something could be stated such as identifying complaints and then the appropriate way for an agent to respond to that complaint. (With the existing version)

Incentivized

• Process APIs.
• Activity Logs.
• Applications or bar files.

• Agent Score Cards
• Advise when agents need coaching / additional training
• Enable 100% scaling of call / interaction monitoring
• Reduce resources needed to otherwise manually review agents.

Incentivized

• Detailed transactions.
• Only DB transactional logs.
• Setup and configuration.

• Layering in additional conditions into questions could probably be improved slightly. A lot of time is being spent on rebuilds and customizing additional layers of questioning.

Incentivized

It is a very great tool, user-friendly even. You just need to get your head in and immerse yourself in the tool so you can manage and tweak its configuration to suit your liking and performance. The support team is an A-plus since they are available most of the time.

Verint Academy could use more use-friendly modules or video-based learning. I am learning how to use it at this conference, which is amazing! However, I wish there were more user-friendly tools to learn how to use AQM on one's own time.

Incentivized

Ease of use and ability to audit a high volume of calls. For an enterprise as large as ours, visibility is important and imperative to driving process and improvements

Incentivized

• Fast deployment.
• Easily manageable dashboard.
• Straightforward UI.

• We had another product that we decommissioned so we have been without AQM for 9 months now
• Negative, Still not up and running as expected

Incentivized