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.

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What is quality and compliance in a call center?

Contact center quality and compliance programs are designed to improve customer experience and create customer loyalty by ensuring excellent customer service and compliance with external regulations or the organization’s internal processes. But, as customer expectations 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. This often creates an Engagement Capacity Gap.

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
Watch: CX Automation: The Secret Sauce of Quality Programs
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Featured Quality and Compliance Solutions

  • Total Quality for Customer Engagement

    Monitor up to 100% of interactions across all voice, digital, and bot channels. Drive employee engagement, performance improvement, compliance, and an exceptional customer experience.
  • A Team of Bots for Automating Your Quality and Compliance Program

    Screening a small percentage of calls may leave non-compliant interactions hidden, and risk fines, lost business or worse. A team of AI-powered, specialized Verint bots can help.
  • Financial Compliance

    Transform your compliance operations and confidently navigate through financial services and trading regulations.

Meet a Team of Specialized Bots

Verint offers a team of specialized bots to help you accelerate and automate existing workflows without disruption. Verint Quality and Compliance bots can easily augment your employees’ roles and seamlessly become part of your workforce.

As a result, you can drive Customer Experience up by increasing workforce effectiveness and engagement.

Meet the Quality and Compliance Bots

Do you see the full picture of your service quality?

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.

A total quality 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 bots
  • Take real-time action that is informed by strategic insight
Discover Total Quality for Customer Engagement

“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 data – data that includes interaction, experience, and operational data – can help you achieve this.

Learn More About Engagement Data
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Quality Monitoring Software and Compliance Solutions

How you handle every call or digital interaction is a direct reflection of your organization to the customer. Ensuring every call is consistently of the highest quality is essential to success.

Read this Ventana report to learn about the changing landscape of Quality Management, including automation, customer and agent feedback, and the advancement of AI technology.

Read the report
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Quality and Compliance Demos

Verint 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 making internal and external regulatory requirements are other positive components of your customer engagement strategy. Verint solutions are uniquely able to help you deliver, analyze and manage both, for world-class customer engagement across ALL channels.

Learn More About Compliance Solutions
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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.

More about Automating Your Quality Management
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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, giving you the insight to 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
Learn More About Performance Management
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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.

Learn About Experience Management (XM)
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Customer Engagement Quality Maturity Model 2023

The Verint Quality and Compliance Maturity Model

Level 1 – Traditional Voice
Traditional quality programs carry out manual evaluations of voice calls only, with coaching based on subjective assessments of employee needs. The challenges posed by this approach have forced a re-evaluation of the maturity model for quality and compliance management.

Level 2 – Omnichannel and Chatbots
Verint’s core quality management and compliance solutions natively allow you to embrace bots and digital channels and so move beyond manual evaluation and traditional coaching, to Level 2. This helps improve the quality, efficiency and compliance of interactions across all channels and modalities.

Level 3 – Analytics and Experience
Carrying out automated quality evaluation and incorporating customer feedback helps you move to Level 3. Here you are able to understand agent and bot behavior and performance on every interaction, as well as the customer’s view of quality. With the addition of AI and analytics it is possible to understand trends in the performance of employees and bots and in customer experience and answer the questions you didn’t know to ask.

Level 4 – Real-time Guidance
Automating the evaluation of EVERY agent and bot interaction – and marrying these insights with customer feedback – can deliver revolutionary improvements and provide the strategic insights needed to take real-time action and move to Level 4. Here you will go beyond coaching and learning “after-the-fact”. Automate coaching with real-time, AI-driven assistance delivered in-the-moment, and auto-assign deeper learning to address performance gaps. Exceed post-interaction coaching and improve compliance and performance on each interaction, when it’s happening.

The Secret to Boosting Quality and Agent Performance

Real-Time Coaching 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
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Quality and Compliance Insights