Ensuring call center agents are monitored at 100%
September 09, 2025

Ensuring call center agents are monitored at 100%

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Automated Quality Management

We utilize Verint Automated Quality Management in our Equipment Finance Department for First Citizens Bank. We have approximately 480 agents between customer service, collections, end of lease, sales, and titling. We have created a evaluation form to determine if agents are providing a recording disclosure at the beginning of the call.

Pros

  • The ability to monitor 100% of the calls
  • The ability to see percentage of calls that were correct
  • The ability to see percentage of calls that were incorrect

Cons

  • Transcription through Five 9 is subpar.
  • The number of no hits are not accurate due to transcription issue
  • Listening to calls you see wrong transcriptions
  • Ensuring 100% monitoring is essential
  • Compliance risk is contained
  • Better transcription would help better results
The automation works correctly; however the Five 9 transcription does not work correctly to give accurate data

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

Yes

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?

Yes

Would you buy Verint Automated Quality Management again?

Yes

Verint Automated Quality Management is useful to ensure call center agents are monitored at 100%. As a quality manager, it is used in our organization to ensure customer service, collections, end of lease, sales and titling are following policy and procedures by ensuring recording disclosures and we can ensure 100 % of the calls are monitored and followed correctly

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    commented 3 months ago
    Hi there thank you for your review of Verint Automated Quality Management Were glad to hear the solution is helping ensure 100 call monitoring and supporting compliance across your teams. We appreciate your feedback on transcription accuracy. Your input helps us better understand the broader experience. Thanks again for sharing your insights!

More Reviews of Verint Automated Quality Management

  1. Home
  2. Quality Management System Software
  3. Verint Automated Quality Management Reviews
  4. User Review of Verint Automated Quality Management