Verint Introduces Total Quality, New Quality Management Capabilities to Help Brands Close the Engagement Capacity Gap
June 14 2022 - 8:30AM
Business Wire
Total Quality Leverages Innovative AI and Automation to Drive
Significant ROI While Reducing the Operational Effort to Manage
Comprehensive Quality Programs
Engage 2022 — Verint® (Nasdaq: VRNT), The Customer
Engagement Company™, today announced Verint Total Quality, a
strategic, holistic approach to elevating quality across the
enterprise, driving employee engagement, performance improvement,
compliance adherence and an overall exceptional customer
experience. The announcement was made during the company’s Verint
Engage 2022 customer conference.
Organizations find it more difficult than ever to deliver the
desired customer experience as they grapple with new workforce
dynamics, ever-expanding customer engagement channels, and
exponentially more consumer interactions – all with limited budget
and resources. This creates an Engagement Capacity Gap, making the
need for breakthrough quality management approaches essential.
With traditional Quality Management solutions, organizations
monitor and evaluate only a small sampling of interactions ranging
between one and three percent, which surprisingly excludes the
customer perspective. As a result, companies can see and affect
only a small part of the larger quality picture.
The Total Quality approach enables companies to greatly increase
the number of channels and interactions that are monitored, reduce
the risk of non-compliance, infuse the process with the customer
perspective of quality, and automate real-time coaching to guide
calls to a positive outcome. Verint’s Customer Engagement Cloud
Platform allows customers to start anywhere in the quality model
and add any level of analytics, AI or automation capabilities they
need, when they need it, quickly and easily.
According to Sheila McGee-Smith, founder and principal analyst,
McGee-Smith Analytics, “The explosion in digital channels, more
onerous compliance regulations, and increasing choice for
customers, mean traditional quality management programs no longer
meet the needs of today’s businesses. Organizations need a
complete, connected total quality management program, across all
human and digital interaction channels and all stages of the
customer experience.”
To achieve success amidst these new challenges, organizations
need a Total Quality approach to evaluate all interactions, from
both humans and bots, with a unified enterprise-wide view. Verint’s
Total Quality approach provides automation for improved efficiency
while uniting quality teams and supervisors via one standardized
set of tools.
Automation assists in the monitoring and evaluation, reducing
the risk of undiscovered non-compliant issues that could result in
fines. Resources can then be reassigned to more strategic tasks,
such as coaching or training new hires. Real-time coaching assists
agents in the moment and helps resolve issues as they are
happening.
“Verint’s innovative Total Quality approach ensures that
organizations can automate evaluations and incorporate the customer
perspective of quality across all channels, in order to provide the
right feedback and coaching to their workforce, avoid and mitigate
compliance issues and achieve further reduction of handle time all
while increasing customer satisfaction,” says Verint’s David
Singer, vice president, go-to-market strategy.
Verint Cloud Platform solutions comprising the company’s Total
Quality approach include:
- Verint Automated Quality Management™ autoscores up to 100
percent of interactions ‒ voice and digital ‒ for greater quality
and compliance. The solution also triggers alerts and presents the
results of coaching sessions.
- Verint Interaction Quality™ seamlessly integrates the
customers' perception of quality into the quality management
scorecards and evaluations, providing insights into the impact of
agent and bot behavior.
- Verint Real-Time Coaching™ relies on the innovative
capabilities of Verint Real-Time Agent Assist™ and uses advanced AI
to listen to customer calls as they happen and automatically
identify opportunities to guide interactions toward better
outcomes. The application can identify a variety of coaching
opportunities and offer immediate advice to the agent regarding
knowledge, empathy and compliance.
- Verint Performance Management™ displays employee key
performance indicators (KPIs) in role-appropriate scorecards,
giving employees daily and intraday visibility into objective,
data-driven assessments of their performance.
Visit Verint Quality and Compliance to learn more.
About Verint
Verint® (Nasdaq: VRNT) helps the world’s most iconic brands –
including over 85 of the Fortune 100 companies – build enduring
customer relationships by connecting work, data and experiences
across the enterprise. The Verint Customer Engagement portfolio
draws on the latest advancements in AI and analytics, an open cloud
architecture, and The Science of Customer Engagement™ to help
customers close The Engagement Capacity Gap™.
Verint. The Customer Engagement Company™. Learn more at
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, 2022, 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.
VERINT, VERINT DA VINCI, THE CUSTOMER ENGAGEMENT COMPANY,
BOUNDLESS CUSTOMER ENGAGEMENT, THE ENGAGEMENT CAPACITY GAP and THE
SCIENCE OF CUSTOMER ENGAGEMENT are trademarks of Verint Systems
Inc. or its subsidiaries. Verint and other parties may also have
trademark rights in other terms used herein.
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Media Relations Amy Curry amy.curry@verint.com
Investor Relations Matthew Frankel
matthew.frankel@verint.com
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