Contact Center Quality Management Software
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%.
The State of Digital Customer Experience Report 2025
Dive into the only report you need to make contact center decisions based on insight, not instinct.
Read the report to learn:
- What defines exceptional CX in 2025 and beyond
- How CX drives brand loyalty and boosts revenue
- Why consumers of all generations want AI outcomes, now
Featured Quality and Compliance Solutions
Verint Quality Bot
Ensure high-quality and compliant contact center customer service and back-office operations by scoring every customer interaction, across all channels. Verint Quality Bot uses the power of AI to expand supervisor capacity, boost agent performance, improve service quality, and reduce costs.
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.
This is a carousel with slides that do not auto-rotate. Use the Next and Previous buttons to navigate.
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
This is a carousel with slides that do not auto-rotate. Use the Next and Previous buttons to navigate.
Frequently asked questions about Quality and Compliance
Companies can measure customer service effectiveness using technologies that automate quality evaluations and experience scoring. The AI-powered Verint Quality Bot analyzes interactions against predefined standards, ensuring consistency and compliance. Meanwhile, the CX/EX Scoring Bot captures customer sentiment and engagement metrics, providing actionable insights into satisfaction and loyalty. Together, they deliver real-time performance dashboards, enabling organizations to identify gaps, improve agent coaching, and enhance overall customer experience efficiently – without changing existing workflows.
Improving agent performance starts with tools that deliver real-time feedback, identify skill gaps, and enable targeted coaching. AI-powered analytics and performance dashboards are key. Verint Quality Bot automates quality monitoring, highlights coaching opportunities, and provides personalized guidance, helping agents boost efficiency and confidence while reducing manual workload for supervisors.
Customer service excellence requires solutions that ensure consistency, compliance, and personalized experiences. Technologies like AI-driven quality management and workforce engagement platforms play a vital role. Verint Quality Bot supports this by automating evaluations, detecting trends, and offering actionable insights, enabling organizations to maintain high standards and deliver exceptional customer experiences.
Tracking customer interactions effectively requires tools that capture call recordings, chat transcripts, and sentiment data, then apply analytics for trends and quality insights. Verint CX/EX Scoring Bot automates scoring across channels, providing real-time performance metrics and actionable insights to improve service quality and customer satisfaction.
AI-driven tools that evaluate sentiment, compliance, and engagement across interactions can significantly improve customer experience analytics. These technologies can turn your contact center from an operational function into a valuable data hub and uncover patterns and important improvement areas. Verint CX/EX Scoring Bot can help you do this without changing your existing workflows. In addition, this bot can help you by automating experience scoring, delivering deep insights into customer and employee behaviors for continuous improvement.
Emotion detection uses AI-powered speech analytics to identify tone, stress, and sentiment in real time. These tools help organizations understand customer emotions and adapt responses. Verint CX/EX Scoring Bot integrates emotion analysis into its scoring process, enabling businesses to improve empathy and service quality at scale.
Analyzing interactions and behavior patterns requires advanced analytics platforms that process voice, text, and digital engagement data. These tools reveal trends and predict customer needs. Verint CX/EX Scoring Bot automates this analysis, scoring interactions for quality and experience, and providing you with actionable insights to optimize customer journeys.
Contact Us About Quality and Compliance
Learn how to take proactive, risk-based approach to quality. Contact your Verint representative to learn more.
†以前ご利用いただいた際の情報は事前入力しています。
このサイトはreCAPTCHAによって保護されており、Google プライバシーポリシー と利用規約 が適用されます。
Thank You
Thank you for your request. A Verint team member will follow up with you soon.