The MasterControl Quality Excellence suite bundles a number of products supporting work quality and compliance including training and exams, incidents and corrective actions (CA), documents and change, and other modules.
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Verint Automated Quality Management
Score 8.2 out of 10
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Verint® Automated Quality Management™ is a solution that automates quality management by scoring 100% of customer
interactions across voice and digital channels. It eliminates manual
sampling, giving organizations a complete, objective view of agent performance
and compliance.
Verint also offers Quality Bot™, an AI-powered solution
that expands supervisor capacity, boosts agent performance and delivers
targeted coaching based on granular performance insights.…
The MasterControl Quality Excellence suite is well suited for the life sciences and biotechnology as well as manufacturing companies that could benefit from the regulatory compliance that this suite of products offer. This product is highly recommended for industries that want to reduce paper overhead and digitally transform their QMS into a singular location
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)
There is no trigger if there is a duplicate document in the system. Since each InfoCard has its document number, unless used simultaneously with someone else, there is no trigger for duplicate documents.
When searching and looking at all the documents on the system, it would be nice to have a time column showing when it was released. All I am currently going off of is taking the document number and the highest, but that also takes time.
You can't get rid of a subtype if you have data associated with it. So if you enter documents a certain way and your team decides to change how, things will be more efficient, etc. You can't delete that subtype until you remove all data from the system, even if you don't need some. It's a big task if you have been using it for a long time.
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.
would rate MasterControl Quality Excellence a 7 out of 10 because, while it offers strong compliance tools, centralized document control, and effective audit readiness features, there are still areas that could be improved to enhance the overall user experience. The platform can sometimes feel complex and unintuitive, especially for new users, and customizing workflows to fit specific organizational needs can be challenging. Additionally, integration with other enterprise systems isn't always seamless, which can slow down processes. Despite these drawbacks, the system remains a reliable and valuable tool for maintaining quality and regulatory compliance.
Some tasks require the users and SysAdmin to access multiple modules at a time. For example: to create a training course and an exam for a document in the system, the user needs to finish creating the document in the doc module, then go to the training module to create a course and an exam separately. Ideally, from the document page we should be able to access the training course, which could have some fields auto-populated. And from there, also create and link an exam, all without leaving the document page.
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.
The Technical Support team has grown exponentially over the last couple years. Some front line support staff are new to the system and so know less than the clients do. Back line staff are more seasoned and provide immediate assistance to the front line staff. They have an extensive knowledge bank to assist them as well as client access to most KB articles. Annual user group conference gives us chance to meet the support staff an also to resolve any outstanding issues. Any critical vendor notices are emailed immediately when found and a patch offered at the same time. These are rare, but quickly resolved.
I rated the MasterControl in-person training a 10 because it was clear, practical, and well-paced. The trainer explained concepts thoroughly and answered questions effectively. I appreciated the hands-on walkthroughs, which made it easier to understand how to apply the system in real scenarios. Overall, it was a valuable learning experience that boosted my confidence in using MasterControl.
transparent and immediate when the documents are updated. Easy to check on training and customizable to the company's expectations. Allows easy exam creation with GXP assist and the correlation between job codes and courses has proven reliable. What i would advocate is that you see who has trained on the course in the Course Infocard, to the document infocard
The implementation of MasterControl Quality Excellence was largely successful, earning an 8 out of 10. The project was well-structured, and the implementation team provided solid guidance throughout the process. Key milestones were met on time, and the system was configured to meet most of our core requirements. One of the most valuable aspects was the hands-on training and support during go-live, which helped ensure user adoption. However, there were some challenges around data migration and aligning the system’s capabilities with our existing workflows, which required more time and effort than anticipated. Overall, the experience was positive, and the lessons learned have positioned us well for future system enhancements.
MasterControls' user interface is more visually appealing than others I have seen. It enhances the user experience of utilizing MasterControl Quality Excellence and provides clearer visual cues when certain items require attention. Other systems I have used rely on knowing what will execute the functions without much assistance. MasterControl provides additional cues when hovering over items that require entry to provide additional context.
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
Paper-based change control processes that previously took weeks have been reduced to days, significantly improving operational efficiency and document turnaround times.
Custom-developed forms within MasterControl Quality Excellence have enabled data validation at the point of entry, which has substantially reduced input errors and deviations. This benefit, however, is dependent on internal developer resources, as the platform functions primarily as a host.
After 15 years of use, poor initial implementation and software limitations created lasting technical debt. System migrations to resolve these issues is still ongoing after years of manual efforts, and unmet functionality continues to impact productivity, forcing additional software purchases to address gaps.
