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.

Getting a view of all calls and a good pool of calls is the automated qualities strong suite. It can validate and score anything that is within he applicable rule set. Usually, AQM is good for answering yes/no questions, would like to see some functionality around call segments or actions like hold

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• 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.

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• 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.

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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.

Access cannot be restricted in the form designer at the form level. In order to give admin access for AQM it opens up access to all form. In a company with multiple organizations, we wouldn't want others to be able to modify forms.

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We did not know how to use it effectively at first so we got extra training but it doesn't really help us where we spend the most time evaluating quality - on procedural/technical accuracy.

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• 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

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info