Quality Excellence
Turn Quality Management into Quality Excellence
Move beyond scoring into action. AI quality assurance transforms evaluations of up to 100% of interactions into actionable insights to improve agent performance, drive compliance, and generate measurable outcomes.
AI Business Outcomes with Quality Excellence
33%
A healthcare brand automated evaluation of 100% of interactions, increasing supervisor capacity by 33% and saving $1.5M.
96%
Fiserv, a global fintech and payments company, automated 96% of call evaluations, improving efficiency and reducing costs.
38%
BNP Paribas increased agent quality by 38% in five months by automating its entire QM process.
Verint Master Class Webinar
How AI Transforms Quality Scoring into Quality Excellence
October 28, 2026 at 11 am ET
Join Verint’s Mallory Partain, Product Manager, as she demonstrates how AI-powered QM Intelligence can help you score interactions at scale, revealing the AI insights and recommendations you need to swiftly and confidently improve agent performance.
Improve performance, drive compliance, elevate CX with Quality Excellence
Quality Excellence is AI quality assurance (QA) that goes beyond scoring. It automates evaluation across up to 100% of voice and digital interactions, for human agents and AI bots alike, and then explains the why behind performance, compliance, and CX failures. It quickly flags risks, enabling you to act swiftly to:
- Improve performance
- Reduce risk, and
- Deliver measurable business outcomes.
The building blocks of Quality Excellence
Quality assurance automated at scale
Score 100% of interactions, humans and bots, not a 3% manual sample. Automate evaluation and form building across voice and digital, start fast with a library of pre-built questions and forms or build your own, and move past ‘did the agent say’ checklists to sentiment, empathy, and soft skills. AI bots and human agents are held to the same performance standards.
Smarter, consistent coaching
Turn every evaluation into targeted, unbiased, timely coaching for agents and AI bots. Early drops in quality and missed KPIs are flagged automatically, and AI reasoning behind every score makes feedback explainable and consistent across individuals, teams, and sites. Post-coaching performance trending shows what is working.
Proactive compliance assurance
Surface and remediate errors and compliance risks before they spread. Confirm disclosures are read, validation and process steps are followed, and required actions are completed across 100% of contacts. Automated Answer Validation flags incorrect information shared with customers or entered into the CRM, and remediation is orchestrated with clear action steps and accountability.
Turn data into action
Give leaders full visibility to make faster, better decisions. Scoring 100% of interactions generates performance data across every channel, human and AI, and auto-generates scorecards and dashboards for every audience, from individual agents to teams, sites, departments, and the executive team. Compare teams and sites against each other and against CX scores to find where to reskill, redeploy, and improve.
First National Bank increases call evaluations by 1400%
Hear how First National Bank of South Africa leveraged AI-powered quality assurance to:
- Increase the number of sales calls evaluated by 1400%.
- Boost compliance scores by 15%
- Improve CX scores by 4%.
Automate CX workflows for stronger, faster, measurable outcomes
The Verint CX Automation Platform helps contact centers automate CX workflows and deliver measurable outcomes – fast. Built to run on your existing infrastructure, it integrates with any CCaaS, CRM, or AI model, eliminating rip-and-replace and accelerating time to value.
Powered by CX Data Hub and Verint Da Vinci™ AI, the platform learns from every interaction to drive smarter automation across self-service, agent support, analytics, quality, and workforce engagement.
Related case studies
Contact us about Quality Excellence today!
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Frequently asked questions
Quality Excellence is AI quality assurance that automates evaluation across up to 100% of voice and digital interactions, human agents and AI bots alike, and then explains why the results look the way they do. Traditional quality scoring measures what happened on a sampled call. Quality Excellence identifies the reasons behind performance, compliance, and CX outcomes and routes each insight into coaching, remediation, or reporting with a clear owner.
Traditional quality management is sample-based and manual, typically reviewing 2% to 3% of interactions to score individual agents. Quality Excellence uses AI to evaluate every interaction, applies the same standards to AI bots and human agents, and adds reasoning so scores are explainable and consistent. The output is not a bigger sample. It is an action plan tied to performance, risk, and cost.
A contact center quality score is a rating applied to a customer interaction against a defined evaluation form covering compliance steps, process accuracy, script adherence, and more recently soft skills such as empathy and tone. Scores are traditionally assigned by a supervisor on a small sample of calls. With AI quality assurance, scoring is automated across all interactions and each score carries the reasoning behind it, which makes coaching fair and defensible.
No. Verint Automated Quality solutions are built to run on your existing infrastructure and integrate with any CCaaS, CRM, or AI model, so there is no rip-and-replace. Existing Verint and Calabrio quality management customers can add automated evaluation, coaching, and compliance capabilities on top of what they already run.
Yes. AI bots and human agents are held to the same performance standards, with automated evaluation of containment, accuracy, and customer experience on bot-handled interactions. This gives quality and compliance leaders a single governance model across the whole workforce, human and digital.
Automated evaluation verifies on every interaction that required disclosures were read, validation and process steps were followed, and the information shared with the customer or entered into the CRM was correct. Risk patterns surface early rather than after a breach has repeated hundreds of times, and remediation is orchestrated with clear action steps and accountability.
Most teams start with a library of pre-built evaluation questions and forms, which removes the longest part of a traditional QM rollout. Customers have reported measurable gains within a single quarter, including a healthcare brand that increased supervisor capacity by 33% and saved $1.5M, and BNP Paribas, which lifted agent quality 38% in five months.