Verint Systems today released Automated Quality Management (AQM), an integrated component of its workforce optimization suite that can automate the entire quality management (QM) process, from scoring evaluations to assigning coaching.
Verint AQM offers contact centers automated scoring of up to 100 percent of calls, employee performance transparency and fairness, and results that can be shared more frequently with employees, managers and executives. AQM also provides continuous feedback, compliance coverage, and insights into every interaction.
"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," said John Goodson, Verint's senior vice president and general manager of products, in a statement. "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."
Contact centers can introduce automated scoring at their own pace, automating some questions within their manual processes, fully automating scoring on 100 percent of calls, or anything in between.