Quality Management

    Most contact centers are still listening to only 1-3% of calls.  This severely limits your ability to manage your quality or compliance.

With Verint Automated Quality Management, you can automate the entire quality management process, from scoring evaluations to assigning coaching.  The solution can automatically score up to 100 percent of your recorded calls, offering much greater insight and consistency than random sampling.

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    It can also enable you to shift resources from scoring and other manual quality monitoring tasks to higher value activities. Now your team can start analyzing calls and focusing on soft skills, coaching, and compliance.

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    We also offer Verint Quality Management, a single, unified application for accessing and reviewing recorded phone, text-based interactions (such as chat), and video.

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    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.

 

    You can easily review interactions and activities conducted on or off the phone, without the need to toggle between multiple screens to complete evaluations. The solution’s intuitive, customizable interface allows you to arrange your workspace to meet your individual needs and preferences.