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 QualityComponents 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
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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.
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.
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.
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.
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.
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.
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.
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.
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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.
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.
Featured Resources
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