Quality Intelligence
AI-Powered Contact Center Quality Management Software
Score up to 100% of voice and digital interactions, for human and AI agents, and turn every evaluation into better coaching, CX and compliance.
Evaluated
14x
First National Bank of South Africa evaluates 14 times more sales interactions per advisor with automated quality management, and raised compliance scores by 15%.
Stop scoring. Start coaching. Drive results.
Get your quality team’s time back
Customers report 30% to 90% less time spent on manual QM, freeing analysts for coaching and complex work that needs human expertise.
Find compliance risk sooner
Score up to 100% of interactions and alert supervisors to PII/PCI, disclosure and data-accuracy failures.
Lift agent performance and CX
Consistent, explainable scores and AI Coaching Recommendations target the behaviors that drive FCR, AHT, CSAT and retention.
Move contact center quality monitoring beyond the 2–3% sample
Score every interaction, not just a 2–3% sample
Turn time spent scoring into coaching that moves the numbers
Scoring every interaction shows supervisors performance trends across agents, teams and departments, not one KPI from a call the agent has long forgotten. AI Coaching Recommendations surface the agents and behaviors that need help most, prioritized against the metrics that matter, such as FCR, AHT, CX and compliance.
One global financial services company saved $600,000 a year from a single four-week coaching initiative with one team.
Hold human and AI agents to the same quality standard
AI agents already handle 30%+ of interactions, yet most quality programs only cover people. QM Intelligence evaluates both against the same performance and quality standard, in one view, with built-in dashboards and no separate analytics purchase. As AI adoption grows, your quality program grows with it.
Trust every score and see the reasoning behind it
QM Intelligence shows the AI Reasoning behind every score, linked to the exact moment in the interaction that drove it. Evaluations stay consistent, reviewable and defensible in a compliance review, and agents get feedback grounded in their own interactions.
A healthcare organization reported 98.5% scoring accuracy, with only rare tweaks needed.
Automate quality monitoring at your own pace, without starting over
QM Intelligence combines manual QM and Auto QM in one offer, so teams automate as much as they choose, when they’re ready. It works with your existing CCaaS, CRM and AI stack, in the cloud, on-prem or hybrid, with a clean upgrade path to CX Intelligence.
Score every interaction, not just a 2–3% sample
QM Intelligence automates up to 100% of evaluations across voice and digital channels, for human and AI agents, so quality teams spot issues sooner and act before they spread. Automated Answer Validation confirms agents gave correct, compliant information and recorded it accurately in the CRM.
One financial services and HR organization reached 83x more coverage across 1.8M Auto QM assessments.
Turn time spent scoring into coaching that moves the numbers
Scoring every interaction shows supervisors performance trends across agents, teams and departments, not one KPI from a call the agent has long forgotten. AI Coaching Recommendations surface the agents and behaviors that need help most, prioritized against the metrics that matter, such as FCR, AHT, CX and compliance.
One global financial services company saved $600,000 a year from a single four-week coaching initiative with one team.
Hold human and AI agents to the same quality standard
AI agents already handle 30%+ of interactions, yet most quality programs only cover people. QM Intelligence evaluates both against the same performance and quality standard, in one view, with built-in dashboards and no separate analytics purchase. As AI adoption grows, your quality program grows with it.
Trust every score and see the reasoning behind it
QM Intelligence shows the AI Reasoning behind every score, linked to the exact moment in the interaction that drove it. Evaluations stay consistent, reviewable and defensible in a compliance review, and agents get feedback grounded in their own interactions.
A healthcare organization reported 98.5% scoring accuracy, with only rare tweaks needed.
Automate quality monitoring at your own pace, without starting over
QM Intelligence combines manual QM and Auto QM in one offer, so teams automate as much as they choose, when they’re ready. It works with your existing CCaaS, CRM and AI stack, in the cloud, on-prem or hybrid, with a clean upgrade path to CX Intelligence.
Get started fast with AI-powered contact center quality management software
How FNB scaled Auto QM across the bank
Who benefits from automated contact center quality management software?
Elevate manager impact
Spend more time coaching and improving operations, and less time finding and scoring calls.
An insurer increased manager capacity for strategic work by 30%.
Improve agent performance and EX
Real-time scorecards and feedback that are targeted, consistent and unbiased.
A mobile phone retailer improved agent performance by 35% and first call resolution by 25%.
Increase CX and customer retention
Faster, more accurate service from better-trained, more engaged agents.
An industrial distributor improved NPS by 15.5 points.
Why Verint for contact center quality management software
Grow into CX Intelligence when you’re ready for deeper insights
Automate CX workflows for stronger, faster, measurable outcomes
Many Auto QM solutions are tied to a single CCaaS platform, so changing platforms means rebuilding your quality program from scratch. The Verint CX Automation Platform is open and untethered. QMI works with any CCaaS, CRM or AI model, so your forms, history and coaching workflows stay in place, whatever your stack becomes.
Powered by a shared 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 products
Agentic Coaching
Elevate agent performance and improve customer satisfaction by offering real-time guidance and next best actions.
CX/EX Scoring
Verint CX/EX Scoring uses unique AI models to deliver real-time customer and agent experience data to contact center supervisors.
Compliance Solutions
Capture, process, evaluate and store every interaction in accordance with regulations, flagging compliance risks early for fast remediation.
Performance Management
Create robust, role-based performance scorecards and dashboards with employee and manager visibility to drive better service and greater job satisfaction.
Related case studies
Frequently asked questions
Contact center quality management software, or contact center quality assurance (QA) software, evaluates customer interactions and agent performance against internal standards and external regulations. Traditional programs manually score a 2–3% sample. AI-powered solutions like Verint QM Intelligence (QMI) automate evaluation of up to 100% of voice and digital interactions, for human and AI agents, giving a complete view of quality, compliance and CX, and freeing supervisors to coach.
Auto QM (automated quality management) uses AI to score interactions against your evaluation forms automatically, instead of analysts reviewing calls one at a time. Manual QM still matters for complex or sensitive reviews, so QMI unifies both in one solution. Every automated score includes AI Reasoning, so results are consistent, reviewable and easy to coach from.
Verint and Calabrio have merged into one company to automate CX workflows and deliver measurable business outcomes. Together, Verint and Calabrio create the world’s deepest contact center quality assurance AI brain trust, built on the largest contact center data set in the industry. Calabrio Quality Management is now part of Verint’s Quality Intelligence solution. Customers on Calabrio’s legacy, manual QM offer will continue to be supported.
Scoring up to 100% of interactions surfaces risks that manual sampling misses, such as omitted disclosures and PCI, PII or GDPR exposure. Automated Answer Validation checks that agents shared accurate information and recorded it correctly in the CRM, and AI Reasoning provides a defensible record behind every score. First National Bank of South Africa increased compliance scores by 15% with automated quality management.
AI automates contact center quality assurance by evaluating interactions against your particular quality criteria, rather than the small sample that manual review can cover. However, AI doesn’t only automate call center quality monitoring processes. Solutions like Verint QM Intelligence also automate key aspects of quality programs beyond scoring, accelerating form creation and validation, surfacing impactful coaching recommendations, and more.
Yes. With 30%+ of interactions already handled by AI agents, QMI evaluates human and AI agents against the same standard, in one view, with dashboards covering both and no separate analytics purchase. AI-handled interactions don’t become an unmonitored CX or compliance gap.
Yes. Verint’s quality management solutions work with your existing CCaaS, CRM, AI and recording platforms, in the cloud, on-prem or hybrid, with no rip-and-replace. Because it isn’t tied to one CCaaS vendor, your quality program stays in place if your platform changes, and you can upgrade to Verint CX Intelligence when you’re ready for advanced analytics.