Item: Verint Automated Quality Management
Rating: 8
Author: Verified User

Overall Satisfaction with Verint Automated Quality Management

Use Cases and Deployment Scope

Our organization has used AQM to have full coverage of the questions existing in our current standard quality model. It has allowed to see how agents perform on all of their calls versus the few monitored by analyst. Our leaders use AQM results to effectively and efficiently coach their associates. Since implementing AQM we have seen an improvement in the customer experience.

Pros and Cons

Pros

Completing automated quality evaluations on an extremely large sample of call.
Can help to identify outliers and identify the appropriate audiences for coaching.
Helps leaders to save time with coaching as they can quickly drill down to examples versus having to search for calls.

Cons

Ability to use conditions such as not in...For example look for instances where agent asks for an address but not when its an address change call.
Allow an applicability rule to be a No Hit condition. For examples, calls that don't have these words.
Ability to retain AQM evaluations for more than 60 days.

Return on Investment

Increased coverage of calls from 1% to 96% without adding any ROI
Allows operations to be proactive instead of reactive and address things before it is escalated by a client. Reducing costs of escalation research.
We've been able to reduce instances of calls where the associate was having a technical issue and the caller was not assisted from 1.11% to .78% of calls.

Usability

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.

Key Insights

Do you think Verint Automated Quality Management delivers good value for the price?

Not sure

Are you happy with Verint Automated Quality Management's feature set?

Yes

Did Verint Automated Quality Management live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Verint Automated Quality Management go as expected?

Would you buy Verint Automated Quality Management again?

Yes

Likelihood to Recommend

AQM is well suited when wanting to have a picture of overall performance. It is great for identifying outliers and a target audience for coaching. Also expands your coverage of calls without adding any FTE/Head count. Its less suited for question types that are very complex or there are multiple ways something could be stated such as identifying complaints and then the appropriate way for an agent to respond to that complaint. (With the existing version)

Comments

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Adrienn Tordai
commented a year ago
Hi there – thank you for your review of Verint Automated Quality Management! We're glad to hear that our solution has been effective in providing a full view of your agents’ performance and that you’ve seen positive business outcomes in the form of an improved CX. It seems that you’ve also realized several ROIs in your operations across the board. We also value your sharing a few areas in need of improvement. We are continuously working on our solutions and processes to ensure smooth delivery and deployment. If you have any immediate concerns, please do not hesitate to reach out to customer support or your Verint team directly. Feel free to update this review any time in the future to reflect on your latest experiences. Keep up the great work! Cheers!

Verint's Automated Quality Management Application