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Verint Automated Quality Management

Score7.7 out of 10

42 Reviews and Ratings

What is Verint Automated Quality Management?

Verint® Automated Quality Management™ is a solution that automates quality management by scoring 100% of customer interactions across voice and digital channels. It eliminates manual sampling, giving organizations a complete, objective view of agent performance and compliance.

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Categories & Use Cases

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Who Buys & Uses Verint Automated Quality Management

Verint Automated Quality Management Reviews

What users are saying about Verint Automated Quality Management.
View all Verint Automated Quality Management reviews

Pros

  • Ease of use for form editing and report generation
  • Capability for 100% call monitoring and evaluation
  • Identification of performance trends and common agent errors

Cons

  • Inaccurate transcription, missing common words and context
  • Limited speech processing capabilities, lacking integration with screen activity
  • Suboptimal out-of-the-box integration with other tools

Verint Automated Quality Management shows promises but needs a few key items to really shine

Incentivized
Scott Highbarger
Principle Solutions Architect in Engineering at Gainwell Technologies (501-1000 employees employees)

Use Cases and Deployment Scope

We have been doing PoC and are about to roll out into production using QM and Verint Automated Quality Management to centralize and automate much of our QA process for agents. In my role, a key business problem we are trying to address with QM and Verint Automated Quality Management is integrating the product into our existing review processes and QM applications.

Pros

  • Like the interface combining call details, recording, transcriptions etc.
  • The automated features in Verint Automated Quality Management are nice for rule based questions
  • The interaction selection though Shared Inboxes is nice

Cons

  • The Verint API does not support QM or Verint Automated Quality Management features fully.
  • The API options that are supported are not well documented which has caused us a great deal of difficulty in integrating QM with our existing tools and environments. Better API support would be a game changer for us.
  • In the non-SAAS deployments Verint Automated Quality Management does not support AI based automation yet which is a disappointment for us.

Return on Investment

  • We have only recently begun deploying Verint Automated Quality Management and our experience on this in terms of ROI is still developing. We see potential but so far in the migration we've had a lot of setup challenges getting migration evaluation forms into Verint which have delayed our ROI.
  • Having a single interface for all QM activities has been a positive for us.

Usability

Alternatives Considered

NiCE CXone

Other Software Used

NiCE CXone

AQM review.

Incentivized
shawn reynoso
senior productive and optimization consultant at Lincoln financial (1001-5000 employees employees)

Use Cases and Deployment Scope

We are currently piloting AQM to evaluate all yes/no questions; we will use it to help coach agents to deliver a better customer experience.

Pros

  • Ability to evaluate 100% of calls vs 1% manually.
  • Insights that we did not have before.

Cons

  • Transcription

Return on Investment

  • We are not at this point yet.

Usability

AQM in action.

Incentivized
Jenn Phelps
Quality Director in Quality Assurance at Cigna (10,001+ employees employees)

Use Cases and Deployment Scope

We use this tool to compliment our manual "human in the loop" auditing

Pros

  • Quick compliance insights.
  • Service behaviors.

Cons

  • Would love to see integration with screen happenings, today it is not particularly well at "taking action", but rather capturing only what is said with speech.

Return on Investment

  • Helped us re-purpose resources to "takes action".

Usability

Love the new Quality Bot ask a question format.

Incentivized
Tony LeadbeaterView profile
Senior Manager - Quality Technology in Quality Assurance at Cigna (10,001+ employees employees)

Use Cases and Deployment Scope

Currently we have a full AQM suite running on our products. We are in the process of rebuilding our Quality Bot using the new technology we recently received back in June, and will be rolling that our organizationally by the end of the year.

Pros

  • Effective and Efficient Insights in Real Time
  • Ask a Question has been a blessing for the builders!

Cons

  • 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.

Return on Investment

  • Currently quality today is being done at the human level, we are moving to full automation.
  • Our Quality analysts have more time to perform more detailed and advanced work now that we are transitioning into this space.

Usability

Alternatives Considered

AWS Organizations

Other Software Used

Wrike, Tableau Desktop, Toad Data Point

AQM Quality bot review

Incentivized
Allison Catalino
Retention Analyst in Customer Service at MSC Industrial Supply (10,001+ employees employees)

Use Cases and Deployment Scope

We use AQM to help our QA's gain additional insights on agent performance.

Pros

  • Allows you to see which calls are hitting.
  • Frees up QA time to allow for other things.

Cons

  • Providing terms and phrases.
  • Scoring consistently.

Return on Investment

  • Agent Performance.
  • Allows leadership to make confident decisions.

Usability

Verint Automated Quality Management Alternatives

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