New Solution Automates Scoring of Up to 100 Percent of Agent
Calls, Ensuring Modern, Employee Empowering and Cost-Effective
Quality Management
Verint® Systems Inc. (Nasdaq: VRNT) today announced the release
of its new Automated Quality Management™ (AQM) solution, an
integrated component of its market leading workforce optimization
suite that can automate the entire quality management (QM) process,
from scoring evaluations to assigning coaching. Verint has remained
a market leader in the QM space, and based on the company’s
extensive experience—combined with its advanced artificial
intelligence and analytics offerings—is setting a new standard in
automation.
The new solution offers contact centers a significant leap
forward with consistent and always-calibrated automated scoring of
up to 100 percent of calls, a new level of employee performance
transparency and fairness, and results that can be shared more
frequently with employees, managers and executives—revolutionizing
the expensive, manual processes of the past.
AQM finally frees quality assurance professionals from tedious
tasks and allows supervisors to engage and develop agents like
they’ve never had time to do before, resulting in the biggest
breakthrough in contact center quality management over the past
decade. It also provides the fair and continuous feedback that
employees desire, the compliance coverage organizations require,
and the every-interaction insights needed to deliver engaging
experiences that help turn customers into loyal, lifelong fans.
An Important Leap Forward in Quality Management
Leading brands already record 100 percent of contact center
calls for quality, compliance and training purposes. However,
no one actually listens to 99 percent of those calls. Critical
insights into agent performance that could have been gained—and
that directly impact customer engagement—are lost in a massive
archive of unheard conversations.
“Empowering organizations to use advanced automation is a
customer engagement game-changer. We have transformed our existing
quality management solution by enabling all contact center calls to
be scored objectively with coaching that can be delivered more
quickly,” says John Goodson, Verint’s SVP and GM of products.
Automation at Your Own Pace
Contact centers can introduce automated scoring at their own
pace, by either automating some questions within their manual
processes, taking the plunge and fully automating scoring on 100
percent of calls, or anything in between. Since Verint has closely
collaborated with customers throughout AQM’s development, it can
provide the guidance and expertise needed to help organizations
transform their quality management process.
“We knew there had to be a better way and our customers did,
too,” Goodson concludes. “By redefining and automating the entire
QM process, we are raising the bar for future offerings in the
market. It’s a no-brainer that is changing the way the industry
thinks about quality assurance.”
To discover more about the benefits quality management can offer
your organization, register now for the “Empower Your Employees
with More Data, More Automation” webinar at 2:00pm ET on November
15, featuring Ian Jacobs, Forrester’s principal analyst.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable
Intelligence® solutions with a focus on customer engagement
optimization, security intelligence, and fraud, risk and
compliance. Today, over 10,000 organizations in more than 180
countries—including over 80 percent of the Fortune 100—count on
intelligence from Verint solutions to make more informed, effective
and timely decisions. Learn more about how we’re creating A Smarter
World with Actionable Intelligence® at www.verint.com.
This press release contains “forward-looking statements,”
including statements regarding expectations, predictions, views,
opportunities, plans, strategies, beliefs, and statements of
similar effect relating to Verint Systems Inc. These
forward-looking statements are not guarantees of future performance
and they are based on management's expectations that involve a
number of risks, uncertainties and assumptions, any of which could
cause actual results to differ materially from those expressed in
or implied by the forward-looking statements. For a detailed
discussion of these risk factors, see our Annual Report on Form
10-K for the fiscal year ended January 31, 2017, our Quarterly
Report on Form 10-Q for the quarter ended July 31, 2017, and other
filings we make with the SEC. The forward-looking statements
contained in this press release are made as of the date of this
press release and, except as required by law, Verint assumes no
obligation to update or revise them or to provide reasons why
actual results may differ.
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