Ideagen Quality Management vs. Verint Automated Quality Management

Holds raw material and finished product data, and is easy to activate/deactivate specs as required. Useful for holding all supplier data on GFSI accreditation and alerts you when certification has expired and requests an update on your behalf. Allergens and nutrition in clear and easy to use format, for both raw materials and finished products.

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

Incentivized

• The software rarely crashes.
• Very easy to use and navigate.
• Software package designed for all ages (16+)
• The customisability of the software to suit individual needs.
• All the modules and their uses is the reason why this software package is so great.

Incentivized

• Agent Score Cards
• Advise when agents need coaching / additional training
• Enable 100% scaling of call / interaction monitoring
• Reduce resources needed to otherwise manually review agents.

Incentivized

• The training module is basic. If your training program is more complicated than simple onboarding training, then the Q-Pulse training module will be a bit of a challenge. It's not impossible to use, but there are better programs out there. I understand though, that this is an area that is being improved on soon.

• Layering in additional conditions into questions could probably be improved slightly. A lot of time is being spent on rebuilds and customizing additional layers of questioning.

Incentivized

Q-Pulse QMS is totally integrated into our organization now. It does the job nicely and to change it would cause unnecessary disruption to our operation.

Although the platform is not the most intuitive, I have recognized Ideagen's willingness to make improvements. As such, the site is now much easier to use and navigate. I also enjoy the ability to easily keep track of courses that have been completed and courses that are due for recertification.

Access cannot be restricted in the form designer at the form level. In order to give admin access for AQM it opens up access to all form. In a company with multiple organizations, we wouldn't want others to be able to modify forms.

Incentivized

The support team for Q-Pulse QMS is fantastic. Ideagen has invested a lot in this area, opening offices all around the world. Q-Pulse QMS product managers are also very responsive to requests and improvement suggestions. Ideagen also hosts annual conferences, which bring their customers together where ideas can be shared and we can meet the people developing the program.

I was not involved in solution selection, but this solution is fit for purpose for a number of different tools that we could be paying for as well. We are not purchasing an HR workflow tool because the workflows accommodate most of our needs and the one that it doesn't aren't necessarily appropriate anyway. Regulatory software validations are performed in Ideagen because the overhead of a software specific tool is more that what we require. The upside is that all of those records are in a consolidated location for an audit.

We did not know how to use it effectively at first so we got extra training but it doesn't really help us where we spend the most time evaluating quality - on procedural/technical accuracy.

Incentivized

• We have seen quality management taken seriously in more departments
• Hard to confirm ROI but our own Quality processes have improved with having Ideagen Quality Management as our management software

• We had another product that we decommissioned so we have been without AQM for 9 months now
• Negative, Still not up and running as expected

Incentivized