Item: Verint Automated Quality Management
Rating: 9
Author: Ricardo Ochoa

Overall Satisfaction with Verint Automated Quality Management

Use Cases and Deployment Scope

We have moved from manually reviewing calls for process and procedure to fully automating it using the Verint tool. We aimed to address the issue of quantity and limitation of using a human workforce to run QA over a set amount of calls. Using Verint, we've gone from 8% of calls reviewed for "soft skills" to 95% of calls reviewed.

Pros and Cons

Pros

Audits all calls that qualify
Quality Bot is exceptional at creating an easy process
Reporting is easy to follow and present

Cons

Personalizing the prompt to the QA Bot
Allowing users to describe a different persona for the QA Bot

Return on Investment

Ability to audit the majority of calls
Able to segment our different lines of business

Usability

Very Very user friendly and easy to create the questions to pose to the AQM bot.

Alternatives Considered

AWS Chatbot and Amazon Connect

Ease of use and ability to audit a high volume of calls. For an enterprise as large as ours, visibility is important and imperative to driving process and improvements.

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?

Yes

Would you buy Verint Automated Quality Management again?

Yes

Other Software Used

Genesys IVR, Amazon Connect, RingCentral Contact Center

Likelihood to Recommend

Getting a view of all calls and a good pool of calls is the automated qualities strong suite. It can validate and score anything that is within he applicable rule set.

Usually, AQM is good for answering yes/no questions, would like to see some functionality around call segments or actions like hold.

Comments

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Adrienn Tordai
commented 2 months ago
Hi Ricardo thank you for your excellent review of Verint Automated Quality Management Its fantastic to hear that the Quality Bot has made such a positive impact on your processes especially in scaling QA coverage and simplifying reporting. Were thrilled that the solution is helping you reclaim time and focus on higher-value tasks. Your feedback on personalization options is appreciated and helps us better understand evolving user needs. Thank you again for the great review Have a great day.