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Verint Automation Changes How Customer Engagement Industry Thinks About Quality Management

November 1, 2017

Verint® Systems Inc. (Nasdaq: VRNT) today announced the release of its new Automated Quality Management™ (AQM) solution, an integrated component of its market leading workforce optimization suite that can automate the entire quality management (QM) process, from scoring evaluations to assigning coaching. Verint has remained a market leader in the QM space, and based on the company’s extensive experience—combined with its advanced artificial intelligence and analytics offerings—is setting a new standard in automation.

The new solution offers contact centers a significant leap forward with consistent and always-calibrated automated scoring of up to 100 percent of calls, a new level of employee performance transparency and fairness, and results that can be shared more frequently with employees, managers and executives—revolutionizing the expensive, manual processes of the past.

AQM finally frees quality assurance professionals from tedious tasks and allows supervisors to engage and develop agents like they’ve never had time to do before, resulting in the biggest breakthrough in contact center quality management over the past decade. It also provides the fair and continuous feedback that employees desire, the compliance coverage organizations require, and the every-interaction insights needed to deliver engaging experiences that help turn customers into loyal, lifelong fans.

An Important Leap Forward in Quality Management

Leading brands already record 100 percent of contact center calls for quality, compliance and training purposes. However, no one actually listens to 99 percent of those calls. Critical insights into agent performance that could have been gained—and that directly impact customer engagement—are lost in a massive archive of unheard conversations.

“Empowering organizations to use advanced automation is a customer engagement game-changer. We have transformed our existing quality management solution by enabling all contact center calls to be scored objectively with coaching that can be delivered more quickly,” says John Goodson, Verint’s SVP and GM of products.

Automation at Your Own Pace
Contact centers can introduce automated scoring at their own pace, by either automating some questions within their manual processes, taking the plunge and fully automating scoring on 100 percent of calls, or anything in between. Since Verint has closely collaborated with customers throughout AQM’s development, it can provide the guidance and expertise needed to help organizations transform their quality management process.

“We knew there had to be a better way and our customers did, too,” Goodson concludes. “By redefining and automating the entire QM process, we are raising the bar for future offerings in the market. It’s a no-brainer that is changing the way the industry thinks about quality assurance.”

To discover more about the benefits quality management can offer your organization, register now for the “Empower Your Employees with More Data, More Automation” webinar at 2:00pm ET on November 15, featuring Ian Jacobs, Forrester’s principal analyst.