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Verint Automated Quality Management

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About Verint Automated Quality Management

Verint Automated Quality Management is a quality management software from Verint that supports the evaluation and analysis of customer interactions. It combines call recording, speech analytics, and performance management so organizations can improve service quality and compliance. This solution provides insights through automated scoring of interactions, facilitating targeted coaching and training for agents. Additionally, it enables the identification of trends and issues in customer interactions, which can inform operational improvements. Key capabilities: call recording speech analytics performance management automated scoring trend analysis Best for: contact center managers that need to ensure quality and compliance in customer service interactions.

Verint Automated Quality Management Details

Vendor
Verint
Year Launched
1994
Location
Verint Systems Inc. 225 Broadhollow Road, Suite 130 Melville, NY 11747
Deployment
cloud, on premise, windows
Training Options
documentation, videos, live online, in person
Countries Served
All Countries
Languages
English, Spanish, French, German, Italian, Portuguese
Users
Contact centers, customer service representatives, call center supervisors, quality assurance teams, compliance officers, business process managers.
Industries Served
Telecommunications, financial services (FinTech, banking), e-commerce & retail, healthcare, insurance, manufacturing, logistics & supply chain, government & public sector, technology & IT services, travel & hospitality.
Tags
Contact Center, Quality Assurance, Quality Management, Automated Quality Management, Verint

Verint Automated Quality Management's In-App Market Place

Does Verint Automated Quality Management have an in-app market place?

Yes

How many Mini-Apps in the marketplace?

1

Mini Apps

N/A

Pricing Options

Free trial
Free version
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Accepted Payment Currencies

USD ($), EUR (€), GBP (£), JPY (¥), AUD (A$), CAD (C$), CHF (CHF), CNY (¥), SEK (kr), INR (₹), SGD (S$), KRW (₩), HKD (HK$), NOK (kr), MXN ($), NZD (NZ$), TRY (₺), RUB (₽)

Pros & Cons

  • Automated Quality Scoring: AI-powered system scores 100% of interactions, saving time and effort.
  • Comprehensive Analysis: Provides insights into agent performance, service quality, and compliance across all channels.
  • Improved Efficiency: Reduces costs, expands supervisor capacity, and streamlines quality management processes.
  • Actionable Insights: Delivers real-time data to improve agent coaching and identify areas for improvement.
  • Easy Evaluation Form Creation: Simplifies building and refining evaluation forms using AI.
  • Cost Not Transparent: Pricing is not readily available and requires contacting the vendor.
  • Potential Over-reliance on AI: Heavy automation might reduce human oversight in quality evaluation.
  • Complexity of AI System: Implementing and managing an AI-driven system may require specialized expertise.
  • Focus on Verint Ecosystem: Seamless integration is highlighted within Verint products, but external system integration is less clear.

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