Automated Quality Management
Leverage the Verint Cloud to automate your quality program and make every agent your best agent
What is Quality Management?
Verint Quality Management can help your contact center make the transition to omnichannel customer engagement. With this proven solution, you can efficiently select and evaluate large numbers of interactions across communication channels based on business relevance, employee performance, and customer input. It’s a practical way to gain insight that would be difficult, if not impossible, to achieve by randomly sampling small numbers of interactions and evaluating them against inwardly focused metrics and processes.
With Verint Quality Management, you can evaluate all of the attributes of a customer interaction, including voice conversations and associated screen data, text-based interactions (such as chat), and video, right from a single screen. The solution’s omnichannel interaction player provides personalized access to speaker-separated audio waveforms, speech analytics categories, emotions, keywords, interaction tags, annotations, screen recording, applications used by employees, and employee profile information.
Automate quality assurance while revealing the types of interactions that may be the most important.
from traditional quality monitoring and random call sampling toward omnichannel, focused quality programs that incorporate the voice of the customer.
Tie analytics, coaching, scorecards, and training together to help employees develop and extend their skills.