Leader in Asia Pacific Telecom Industry Embraces Power of Automation with Use of Workforce Engagement Software to Automate Quality Management

Long-Time Verint Customer Uses Automated Quality to Simplify Performance Measurement, Improve Customer Experiences and Achieve Financial Targets



Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company, today announced that a leading telecommunications and media company in the Asia Pacific region expanded its investment in Verint solutions at the start of this year and is now using its Automated Quality Management workforce engagement software to heighten performance and service delivery.

Using the Verint solution, this telecom company, whose contact center agents handle tens of millions of calls per year, has automated its quality program to ensure modern, employee-empowering and cost-effective quality management (QM). Leveraging the technology, the organization is benefitting from a more simplified and modern approach to QM—one that enables greater insight and consistency, the agility to shift resources from scoring and other manual quality monitoring tasks to higher value activities, and the ability to apply greater focus on employee soft skills and coaching, and compliance.

This approach also has enabled the telecommunications giant to implement consistent and always-calibrated automated scoring of up to 100 percent of calls. Additionally, AQM introduced a new level of employee performance transparency and fairness, the continuous feedback that employees desire, compliance coverage organizations require, and the every-interaction insights the telecom needed to deliver engaging experiences and quality service.

To learn more Automated Quality Management and other solutions in the Verint Customer Engagement portfolio, click here.