Item: Verint Automated Quality Management
Rating: 9
Author: Verified User

Overall Satisfaction with Verint Automated Quality Management

Use Cases and Deployment Scope

Working on the Learning and Development team, Verint AQM has helped us become better at coaching in our contact center environment. While the human touch will always be important when it comes to coaching employees, this product does the leg work of sorting through calls and finding errors and trends, so that we can focus on the coaching piece of the puzzle. It allows the QA and L&D teams to focus their energy where it is most needed - on the people working at Affiliated.

Pros and Cons

Pros

Finding common errors that agents make while working outbound calls
Finding common reasons for inbound calls
Identifying trends or common mistakes among agents

Cons

Verint Academy helped build a great foundation, but I would love if there was a more video-based academy or coaching platform for me as I'm learning Verint AQM

Return on Investment

The biggest resource that this provides is time - I can better allocate my time because the most mundane tasks are now automated

Usability

Verint Academy could use more use-friendly modules or video-based learning. I am learning how to use it at this conference, which is amazing! However, I wish there were more user-friendly tools to learn how to use AQM on one's own time.

Alternatives Considered

N/A

Key Insights

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?

Yes

Did implementation of Verint Automated Quality Management go as expected?

Would you buy Verint Automated Quality Management again?

Yes

Likelihood to Recommend

As I stated, I use Verint AQM as a Learning and Development Project Manager. I would recommend this to anyone in management at my company, whether that is a QA manager or floor manager to help them sift through calls and allow them to better coach their team.

Comments

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Adrienn Tordai
commented 3 months ago
Hi there thank you for your excellent review of Verint Automated Quality Management Its fantastic to hear how much value the solution is bringing to your Learning and Development teams efforts. Were especially thrilled that its helping you reclaim time by automating the more routine tasks allowing you to focus on what matters mostcoaching and supporting your team. We appreciate your feedback on Verint Academy and will keep that in mind as we continue to enhance the user experience. Thanks again for the great review