Quality Monitoring Software and Compliance Solutions
How you handle interactions is a direct reflection of your organization to the customer. Ensuring every communication — voice and digital, human and bot — is consistently of the highest quality is essential to success.
AI Business Outcomes from Verint Customers
$1.5M Saved
A healthcare brand automated evaluation of 100% of interactions, increasing supervisor capacity by 33%.
$1.1M Saved
An insurer automated 100% of agent evaluations, increasing supervisor capacity by 30%.
Do you meet your customers' expectations?
As customer expectations and the number of interaction channels are expanding, many contact centers need to provide better services across more channels in a growing number of interactions without increasing their resources.
Using the power of CX Automation, Verint Quality and Compliance solutions help you:
- Increase service quality and customer satisfaction
- Improve operational efficiency
- Reduce pressure on your employees by automating mundane tasks
Featured Quality and Compliance Solutions
Meet the Verint Quality Bot
Verint offers a team of specialized bots to help you accelerate and automate existing workflows without disruption. Verint Quality Bot can easily augment your employees’ roles and seamlessly become part of your workforce.
As a result, you can increase agent capacity, improve call coverage for quality and compliance scoring, and enhance customer experience by boosting workforce effectiveness and engagement.
See the full picture of your call center quality and compliance
As customers turn to digital channels and interactions rise, keeping on top of quality and compliance becomes more difficult. The gap between what your quality and compliance program can achieve, and the risks to your reputation gets bigger.
An AI-powered quality and compliance program can help you improve customer service and avoid hefty fines and penalties.
- Review up to 100% of interactions across multiple channels
- Uncover coaching and training requirements
- Proactively improve the performance of employees and chatbots
- Take real-time action that is informed by strategic insight
"Your call will be recorded for quality..."
Familiar words. But what about interactions with bots? Or in other digital channels? Voice is only one of many channels these days. Investing in top-notch customer service retains customers and extracts more value from them. You can recoup customer acquisition costs while cultivating a loyal, brand advocate that refers customers, serves as a case study asset, and provides verifiable testimonials. Assessing the quality of your customer service requires:
- Measuring quality across all communication channels
- Incorporating post-service feedback
- Holistic insights that enable real-time action
Getting a 360-degree view of all your engagement, behavioral, and experience data can help you achieve this.
Learn More About Engagement DataVerint compliance solutions
Reliable and robust compliance with service standards and regulatory procedures can elevate the quality of customer service. And ensuring that your service is of the highest quality aids compliance.
Building an ecosystem based on compliance solutions and meeting internal and external regulatory requirements are other positive components of your customer experience strategy. Verint solutions are uniquely able to help you deliver, analyze and manage both, for best-in-class CX across ALL channels.
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At the time we got AQM, less than 1% of our calls were covered by someone listening to them. [With the Verint Quality Bot] now 96% of our applicable calls are monitored (…) without having to add any headcount.
Fiserv Increases Quality Monitoring Call Coverage From 1% to 96% English
"The traditional approach of sample-based quality monitoring is ineffective and exposes you to compliance risk, particularly with a mix of remote and on-premises workers. Invest in quality monitoring platforms that can automate the QA process at scale and process a large volume of interactions."
"[With Automated Quality Management]...we are now able to analyze phone calls and look at them in larger quantities. We're going to gain insights that, in the past, were more just gut feelings"
What if...
… your quality and compliance reviews are failing to reveal widespread customer service issues? Or millions of dollars in potential regulatory penalties? If your organization is only reviewing 1-3% of interactions this is a real concern. Avoid these pitfalls with a modern quality program that can:
- Increase sample size, up to 100% of interactions
- Review interactions across multiple channels
- Uncover coaching and training requirements
- Identify system and procedural shortfalls
Verint bots automate the scope of the entire quality monitoring management process to achieve better compliance with your organization’s standards.
Actionable performance scorecards
With Verint Quality Management Scorecards, you’ll gain insight into what employees are doing, how effectively they’re performing, and where they need to sharpen their skills, letting you tie quality results of individuals and teams to company goals. Reducing compliance risks offers elevated observation and consistency versus random sampling. Quality Management Scorecards provides:
- Automated workflows to assign coaching sessions for auto-fail questions
- Insight into quality behavior down to the question level
- Pre-built integrations into multiple 3rd party sources for external KPIs
Improving customer experiences
You may be reviewing interactions for quality and compliance, but are the results actively helping you improve your customer’s experience?
By including post-interaction customer feedback in your quality KPIs, you can ensure your agents don’t just do the job right – but also do the right job for your customers.
The benefits of our quality monitoring software generate improvements in customer retention while driving better customer experiences, employee experiences and results.
The Secret to boosting quality and agent performance
Verint Coaching Bot can provide assistance to agents in-the-moment. This advanced technology can:
- Automatically provide contextual knowledge to improve accuracy and consistency
- Provide behavioral guidance to promote increased empathy and reduce customer churn
- Proactively prevent quality and compliance problems from occuring
Quality and Compliance Insights
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Contact Us About Quality and Compliance
Learn how to take proactive, risk-based approach to quality. Contact your Verint representative to learn more.
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