Evaluate every interaction, digital and voice, human and bot, with automated quality monitoring.
A healthcare brand automated evaluation of 100% of interactions, increasing supervisor capacity by 33%.
A large university hospital leveraged automated evaluations, gamification, and more to cut costs while driving a 5% decrease in calls per month and an 8% increase in NPS with automated quality management.
Leading dental and veterinary products supplier increased quality scores by 37% and elevated CSAT scores into the 90s with automated quality management.
Fiserv, a global fintech and payments company, elevated CX automation, improving efficiency and reducing costs with automated quality management.
Contact center quality management is the long-standing practice of capturing customer calls and scoring agents on their performance and compliance to internal and external standards. However, this practice has historically been manual, resource-intensive, and provides limits coverage of voice calls.
Today, AI-powered contact center quality management software is elevating quality programs by scaling evaluations up to 100% across voice and digital, human and bots. Supervisors and analysts are able to:
AI-powered quality management surfaces what matters—trends, gaps, risks, and coaching opportunities—at scale. It triggers automated coaching, guides workflows, and improves performance in the moment.
The Verint CX Automation Platform turns those insights into action
QM shows what happened. Verint CX Automation Platform changes what happens next, incorporating the QM insights into existing workflows to deliver real-time guidance, adaptive coaching, and smarter decisions across every interaction.
The Verint CX Automation Platform brings together AI-powered solutions like Verint Coaching Bot, Agent Virtual Assistant, and Wrap-Up Bot to drive outcomes in real time. By connecting quality insights with workforce management, back-office operations, and platforms like CCaaS and CRM, it creates a single, enterprise view that accelerates decisions, boosts efficiency, and elevates CX at scale.
Automate up to 100% of interaction scoring for quality and compliance across channels and functions. AI-powered, enterprise QM will help organizations with mature QM practices and advanced form and workflow requirements increase compliance, performance, operational efficiency and CX.
Transition from manual to automated, contact center quality management fast with easy to use, insights-driven Calabrio QM Intelligence. Score up to 100% of interactions for both human and AI and get insights on day one.
Transform every customer interaction into actionable AI-driven insights with capabilities like Auto Quality Management, Trending Topics, and AI Tags, enabling teams to boost agent performance, scale quality with less manual effort.
Give employees and managers visibility into performance to drive better service and greater job satisfaction. Integrate with WFM, QM, and coaching workflows as well as other source systems to create robust, role-based performance scorecards and dashboards.
Capture every interaction and ensure data is stored and processed in accordance with applicable regulations (e.g., PII, PCI). Automatically monitor and score interactions to drive consistent, omni-channel compliance with regulatory and service standards.
Maximize your quality and compliance coverage by autoscoring up to 100% of your voice and digital interactions and gain a detailed view of call center KPIs and agent performance metrics.
With AI-powered automated quality management, you can reduce contact center compliance risks, drive better customer and employee experience, improve agent coaching, and make more informed decisions — without increasing your headcount. Supercharge your traditional quality management processes with a smart, automated quality management system, now.
Managers can now spend more time on high-impact activities like coaching and identifying operational improvements, and less time on finding and evaluating individual calls.
An insurer was able to increase manager capacity for more strategic work by 30%.
Agents benefit from real-time performance scorecards and feedback that is targeted, consistent, and unbiased.
A mobile phone retailer saw a 35% improvement in agent performance and a 25% increase in first call resolution.
Customers benefit from faster, more accurate service and better trained, more engaged agents.
An industrial distributor was able to improve NPS by 15.5 pts with Verint Quality Automation solutions.
Gain full visibility into live interactions and agent workflows with real-time monitoring and screen recording of voice, digital and AI Agentic interactions. These tools let you observe behaviors as they happen and analyze post-call activity to uncover process gaps, inefficiencies, or training needs.
Design, customize, and manage evaluation forms with ease. Whether you’re building from scratch or modifying existing templates, you can align scoring criteria to your evolving business goals and compliance standards—ensuring you improve what matters most your organization.
Automatically evaluate 100% of interactions across channels, for both human and AI agents, with Verint’s fully configurable automated quality solutions.
Access audio and screen recordings, contact information, and evaluation forms in a unified desktop view, built for modern user habits. Unlock QM insights with AI-driven business intelligence and custom reporting that deliver a single source of truth for contact center performance. Spot patterns and take action, whether you’re a coach, analyst, or contact center leader.
Objectively assess complex concepts such as agent empathy, script adherence, and compliance during all interactions. Identify gaps in required agent knowledge and behavior. and help agents perform better by auto-assigning personalized, targeted coaching when needed.
Eliminate sampling and get a more complete view of performance and compliance across all interactions. Role-based scorecards give agents real-time visibility into key performance metrics and quality scores, enabling them to self-correct behaviors or proactively request coaching.
Elevate agent performance and improve customer satisfaction by offering real-time guidance and next best actions.
Give your agents the automation and real-time AI assistance they need to provide faster resolutions and service for customers.
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 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.
Companies can measure customer service effectiveness using technologies that automate quality evaluations and experience scoring. Verint AI-powered Quality Automaton solutions score interactions against predefined standards, ensuring consistency and compliance. These solutions capture sentiment and engagement metrics, providing actionable insights into satisfaction and loyalty. Together, they deliver real-time performance dashboards, enabling organizations to identify gaps, improve agent coaching, and enhance overall customer experience efficiently – without changing existing workflows.
Improving agent performance starts with tools that deliver real-time feedback, identify skill gaps, and enable targeted coaching. AI-powered analytics and performance dashboards are key. Verint Automated Quality Management solutions automate quality, highlights coaching opportunities, and provides personalized guidance, helping agents boost efficiency and confidence while reducing manual workload for supervisors.
Customer service excellence requires solutions that ensure consistency, compliance, and personalized experiences. Technologies like AI-driven quality management and workforce engagement platforms play a vital role. Verint Quality Automation solutions support this by automating evaluations, detecting trends, and offering actionable insights, enabling organizations to maintain high standards and deliver exceptional customer experiences.
Tracking customer interactions effectively requires tools that capture call recordings, chat transcripts, and sentiment data, then apply analytics for trends and quality insights. Verint Quality Automation solutions automate scoring across channels, providing real-time performance metrics and actionable insights to improve service quality and customer satisfaction.
AI-driven tools that evaluate sentiment, compliance, and engagement across interactions can significantly improve customer experience analytics. These technologies can turn your contact center from an operational function into a valuable data hub and uncover patterns and important improvement areas. Verint Quality Automation solutions can help you do this without changing your existing workflows. In addition, this bot can help you by automating experience scoring, delivering deep insights into customer and employee behaviors for continuous improvement.
Emotion detection uses AI-powered speech analytics to identify tone, stress, and sentiment in real time. These tools help organizations understand customer emotions and adapt responses. Verint Quality Automation solutions integrate emotion analysis into its scoring process, enabling businesses to improve empathy and service quality at scale.
Analyzing interactions and behavior patterns requires advanced analytics platforms that process voice, text, and digital engagement data. These tools reveal trends and predict customer needs. Verint Quality Automation solutions automate this analysis, scoring interactions for quality and experience, and providing you with actionable insights to optimize customer journeys.
Contact center quality management is the long-standing practice of capturing customer calls and scoring agents on their performance and compliance to internal and external standards. Originally focused on evaluating voice interactions and recordings, modern, AI-Powered Quality Management software can evaluation customer interactions across channels – voice and digital, for humans as well as IVA/chat bots, at scale.
Quality Assurance focuses on evaluating agent performance and adherence to procedures during interactions. Quality Management takes a broader approach, analyzing Quality Assurance data along with other metrics to identify trends and implement strategic improvements.
There are many laws and regulations around the operations of a contact center, including the Payment Card Industry Data Security Standard (PCI-DSS), data privacy laws, such as the Telephone Consumer Protection Act (TCPA), and industry-specific regulations. In addition to external requirements, every organization has its own internal policies and procedures the company expects their employees to follow.
By deploying quality monitoring solutions that automate the capture and evaluation of up to 100% of interactions across all channels, contact centers can quickly identify any compliance risks and oversights. This enables them to quickly take action before the incident impacts the customer, or results in fines and penalties. The AI-powered meta-tagging also makes it easier for analysts to find the interactions needed for compliance audits.
With Verint quality management solutions come with pre-built and customizable performance management scorecards and dashboards. Quality scores and performance metrics automatically populate employee scorecards in near real-time, giving them the performance transparency they desire.
Data from QM can automatically trigger a coaching session. And a direct integration with Verint Workforce Management enables managers to quickly find the optimal time to conduct a coaching session that won’t impact service levels. The tight knit workforce engagement integrations and seamless workflows streamlines managers’ admin work, enabling to focus more on coaching, planning, and improving performance.
Verint AI-powered quality monitoring solutions reduce the manual effort of supervisors and analysts in many ways, including automating:
Verint and Calabrio have come together as one company to automate CX workflows and deliver measurable business outcomes. Calabrio Quality Management is now part of Verint’s Quality Automation solution set, and brands can choose to automate their contact center quality management and elevate customer experiences with the solution that’s right for their business needs.
Calabrio QM Intelligence delivers easy-to-use, AI-powered QM and actionable insights out-of-the-box—perfect for businesses transitioning from manual to automated QM. Verint Automated Quality Management is best-suited for organizations with mature quality programs and advanced requirements looking for a robust, automated QM that cuts through complexity to drive increased compliance, performance, operational efficiency and CX.
Learn how to take proactive, risk-based approach to quality. Contact your Verint representative to learn more.
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