Item: Verint Automated Quality Management
Rating: 10
Author: Verified User

Overall Satisfaction with Verint Automated Quality Management

Use Cases and Deployment Scope

I'm hoping to be able to use the Automated Quality management for better monitoring our email to case users, as well as actually tracking if reps are DOING what they should DO versus just what they should say. I'm hoping the triggers that can be set up in the studio also extend into desktop applications (including SAP and even proprietary company applications) to assess whether someone followed the steps within our knowledge base.

Pros and Cons

Pros

Easy editing of forms
Quick research on searching transcripts
Creating new form fields based on what you learn from transcripts

Cons

I want to see how you can simulate or demo a process and it tracks the clicks

Return on Investment

Hard to tell at this point, we only use it for our quality forms today but I expect to have more on this when we move to Verint cloud and Five9 next year

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?

I wasn't involved with the implementation phase

Would you buy Verint Automated Quality Management again?

Yes

Other Software Used

Salesforce CRM Analytics

Likelihood to Recommend

I think it's much easier and going to be simpler for our quality managers to create and maintain forms.

Using Verint Automated Quality Management

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Convenient Feel confident using	Slow to learn Lots to learn

Easy Tasks

It's easy to search for specific words
It's easy to filter (like for filtering for agent vs customer words)

Difficult Tasks

Digging into calls looks easy enough for me, but I know that peers will struggle at first
Being able to filter will be a learned expertise

Comments

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Great promise and excited for continued benefits