Reduce resources needed to otherwise manually review agents.
September 10, 2025

Reduce resources needed to otherwise manually review agents.

Adam Geffner | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Automated Quality Management

We use AQM to reduce supervisors needed that would otherwise manually review agents to ensure accuracy of what they say across multiple use case scenarios.

Pros

  • Agent Score Cards
  • Advise when agents need coaching / additional training
  • Enable 100% scaling of call / interaction monitoring
  • Reduce resources needed to otherwise manually review agents.

Cons

  • Large amount of data analysis - needs to be a bit more executive level, then drill down as desired.
  • Increase OOB integration with some tools and products.
  • Positive - Cost reduction
  • Positive - Understanding which agents have sufficient training, or those who need help
Overall, fairly intuitive system, though does require a partner or Verint to walk though cofniguring AQM agents, and integration into other systems if not OOB.

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

Great for BFSI, or wherever it is cost prohibitive to monitor 100% of the agents. Also, great when you need correlative and macro perspective on agents.

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