Verint Automated Quality Management

Score8.2 out of 10

6 Reviews and Ratings

What is 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.

Categories & Use Cases

Quality Management

#1 most frequent

Finance and Insurance

40.0%

4 installations of 10

#2 most frequent

Utilities

20.0%

2 installations of 10

#3 most frequent

Administrative and Support and Waste Management and Remediation Services

20.0%

2 installations of 10

Ricardo Ochoa

Enterprise Analyst in Corporate at Kemper Insurance (5001-10,000 employees employees)

Use Cases and Deployment Scope

We have moved from manually reviewing calls for process and procedure to fully automating it using the Verint tool. We aimed to address the issue of quantity and limitation of using a human workforce to run QA over a set amount of calls. Using Verint, we've gone from 8% of calls reviewed for "soft skills" to 95% of calls reviewed.

Pros

Audits all calls that qualify
Quality Bot is exceptional at creating an easy process
Reporting is easy to follow and present

Cons

Personalizing the prompt to the QA Bot
Allowing users to describe a different persona for the QA Bot

Return on Investment

Ability to audit the majority of calls
Able to segment our different lines of business

Usability

Alternatives Considered

AWS Chatbot and Amazon Connect

Other Software Used

Genesys IVR, Amazon Connect, RingCentral Contact Center

Adam Geffner

AVP in Professional Services at Mphasis (10,001+ employees employees)

Use Cases and Deployment Scope

We use AQM to reduce supervisors needed that would otherwise manually review agents to ensure accuracy of what they say across multiple use case scenarios.

Pros

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.

Cons

Large amount of data analysis - needs to be a bit more executive level, then drill down as desired.
Increase OOB integration with some tools and products.

Return on Investment

Positive - Cost reduction
Positive - Understanding which agents have sufficient training, or those who need help

Usability

Alternatives Considered

Calabrio ONE and Kore.ai

Other Software Used

Amazon Connect, Talkdesk, Genesys Cloud CX

Anis Faruqui

SR.Voice Architect in Information Technology at UMGC (501-1000 employees employees)

Use Cases and Deployment Scope

We use Verint AQM for compliance audio and screen recordings, the product solves our compliance and CX experience and quality assurance.

Pros

Audio Recording
Screen Recording
Compliance

Cons

error handling

Return on Investment

It provides 100% Audio/Screen recordings.

Usability

Other Software Used

Five9, Textlocal, now part of Cisco Webex

theresa andino

speech analyst in Quality Assurance at Cigna Accredo (10,001+ employees employees)

Use Cases and Deployment Scope

I removed traditional audit question onto automated form with Verint Automated Quality Management

Pros

hit/no hit range 10,000 records

Cons

quality bot only provides top 100

Usability

Emily Ivey

Quality Assurance in Customer Service at Pilot (10,001+ employees employees)

Use Cases and Deployment Scope

We use AQM to create forms with assisting with grading calls

Pros

Grading
Finding learning opportunities

Cons

Creating forms can be sometimes a lengthy process

Return on Investment

It has been very positive on us before having Verint/Five 9 we had no call recording so overall having the program to review/grade calls after they are taken is great

Usability

NiCE CXone Mpower

Calabrio ONE

Genesys Cloud CX

Verint Automated Quality Management

What is Verint Automated Quality Management?

Categories & Use Cases

Most Frequent Users

Finance and Insurance

Utilities

Administrative and Support and Waste Management and Remediation Services