Verint Automated Quality Management

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. According to Verint, the Quality Bot can make traditional quality processes smart within just 60 days.

The solution's automated quality analysis and AI can be leveraged without disrupting contact center quality assurance processes. It can also be used to:

• Extend supervisor capacity and reduce costs related to manual scoring.
• Improve agent coaching and enhance employee experience (EX).
• Minimize compliance risks resulting from random call sampling.
• Better meet customer expectations and drive exceptional customer service.

Verint AQM and Quality Bot helps to modernize quality assurance program without disrupting workflows, whether the user's call center solution is cloud-based or on-prem.

For a more hands-on approach, Verint® Quality Management™ supports multi-channel evaluations, self-assessments, and performance tracking with the ability to integrate automation in the form with the help of the Verint Quality Bot.