Solutions for Automated Quality Management

Do you monitor all your contact center interactions? Screening a small percentage of calls only may leave customer service process flaws and non-compliant interactions hidden. Verint offers a range of AI-powered, specialized quality bots that can help you improve service quality, customer experience, and agent performance while mitigating compliance risks.

Read: Quality Bots for Automating Contact Center Quality

Components of Your Quality Elixir

Introduce automation at your own pace. Mix and match the elements of sufficient quality management. Address your organization’s specific needs while aligning with your priorities.

  • More accurate scoring models

    Build and perfect your scoring models with the power of generative AI. 

  • 100% interaction scoring

    Monitor and evaluate all your interactions regardless of the channel.

  • Timely coaching

    Get coaching alerts and auto-assign objective, fact-based coaching. 

  • Drive compliance

    Improve your employees’ adherence to critical internal processes and external regulations. 

A Bot for Every Workflow

Activating this element will cause content on the page to be updated.

Build Scoring Models at Lightning Speed

The Verint Quality Template Bot (formerly known as Form Bot) helps you build and refine your scoring models quicker and with less effort. Simply write a few prompts for what an ideal agent response looks like. With the power of generative AI,  the bot identifies phrases that have a similar meaning to your examples and finalizes your scoring model. 

The result is a more accurate evaluation framework that can help you identify opportunities for improvement, enhance employee coaching, and make performance reviews more objective.  

 

Watch the webinar

Evaluate Up to 100% of Your Interactions

Most contact centers only review between 1 and 3% of calls.  This severely limits your ability to identify risks and manage quality and compliance. 

The Verint Performance Scoring bot is here to help you score up to 100% of your agents’ and chatbots’ performance across all channels – without human efforts. 

Evaluate the results and get the full view of the quality of your interactions. Auto-assign coaching proactively when an employee’s KPIs fall below your pre-defined threshold. Help supervisors give fact-based, actionable feedback. Provide your team with quality dashboards and improve the transparency and objectivity of performance reviews. 

Watch the video

Mitigate the Risk of Non-compliances

Failing to meet regulatory guidelines or internal processes can lead to poor customer experience, negative brand perception, hefty fines, and other penalties. 

Verint Compliance Scoring Bot monitors all your voice- and text-based interactions and sends notifications when a potential case of noncompliance is detected.  

This bot helps improve your employees adherence to internal workflows or external regulations – such as PCI-DSS, data privacy laws, or any industry-specific regulations. 

Meet the Quality Bots

Build Scoring Models at Lightning Speed

The Verint Quality Template Bot (formerly known as Form Bot) helps you build and refine your scoring models quicker and with less effort. Simply write a few prompts for what an ideal agent response looks like. With the power of generative AI,  the bot identifies phrases that have a similar meaning to your examples and finalizes your scoring model. 

The result is a more accurate evaluation framework that can help you identify opportunities for improvement, enhance employee coaching, and make performance reviews more objective.  

 

Watch the webinar

5-Star Quality Drives Elevated CX

Striving for five-star customer reviews? Start with establishing high-quality customer interactions. Verint Quality Bots can automate your entire quality management process and help you achieve better compliance. Use the power of AI and evaluate calls, identify non-compliances, and assign coaching—for up to 100% of voice and text interactions. 

By automatically reviewing and analyzing all your interactions you can: 

  • Achieve a consistently high service quality. 
  • Improve customer experience. 
  • Free up resources from manual tasks and assign them to projects requiring their true expertise. 
  • Spot skill gaps and help every agent be your best agent. 
  • Better comply with standards, regulations, and internal processes. 
Read What the Analysts Say
Couple using online local government and 311 services on the go.

How to deliver results quickly?

Verint can help you automate your quality management quickly. Out-of-the-box rules are available to automatically check that agents follow the most common compliance guidelines—such as informing the customers that calls are being recorded, following identity confirmation processes, and ensuring that CVV data are not recorded when taking card payments.

Implementation services are delivered by Verint experts and can have you autoscoring your customer interactions within just a few weeks.

Contact Us to Learn More

This is a carousel with slides that do not auto-rotate. Use the Next and Previous buttons to navigate.

Join our upcoming webinar

Watch our webinar, CX Automation: The Secret Sauce of Quality Programs, and hear more about:

  • What CX automation is and how it can accelerate quality programs.
  • How to manage growing demands without expanding your workforce.
  • How AI-powered bots can drive quality improvements.
  • Important considerations when incorporating AI and bots.
Watch on-demand
alt=preview of webinar about how CX Automation technologies can help elevate call center quality programs"

Take a Step Further with Verint Total Quality

The Verint Quality Bots are part of Verint’s Total Quality, a holistic approach to quality assurance. 

 

Learn More

Featured Resources