Quality Excellence

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.