Verint Automated Quality Management Reviews & Insights

Our organization has used AQM to have full coverage of the questions existing in our current standard quality model. It has allowed to see how agents perform on all of their calls versus the few monitored by analyst. Our leaders use AQM results to effectively and efficiently coach their associates. Since implementing AQM we have seen an improvement in the customer experience.

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)

I use Verint Automated Quality Management in a call center for AQM for Quality Audit Forms

AQM - Audit Eval Greeting Closing Hold Tansfer

We use Verint Automated Quality Management to automate the quality scoring of our employee calls without adding QA staff

Verint Automated Quality Management is great for making QA evaluations efficient

It allowed us to score more calls for reps while reducing headcount on the QA Team

Implementation and ease of use is simple

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.

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.

I'm hoping to be able to use the Automated Quality management for better monitoring our email to case users, as well as actually tracking if reps are DOING what they should DO versus just what they should say. I'm hoping the triggers that can be set up in the studio also extend into desktop applications (including SAP and even proprietary company applications) to assess whether someone followed the steps within our knowledge base.

I think it's much easier and going to be simpler for our quality managers to create and maintain forms.

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.

Great for BFSI, or wherever it is cost prohibitive to monitor 100% of the agents. Also, great when you need correlative and macro perspective on agents.

I currently use it in Quality Assurance review. As of now, we are not on the cloud so we're limited on the AQM's usefulness since the transcription without the Transcription Bot is only around 50-60% accurate. It would be great to have better options for organizations that prefer to stay on prem.

It's good for simple requests and asking it to review basic instructions. Anything that is more details such as sentiments (tone, verbiage without endless programming, etc.) is not ideal (at least in the package we currently use).

To perform quality audits on 100% of all of our calls, to better understand areas of opportunity and trainable moments

We have been trying to get it live for 9 months now and still not functioning properly. Do not feel we had the proper Verint support getting this product live

We use AQM for Healthcare and it addresses the compliance, agent scorecard and sampling related challenges.

Less suited in a smaller call center which is offshored and has limited compliance requirements