Audiolog Interaction Quality
Simplify Agent Evaluation and Scoring
Verint Audiolog Interaction Quality is an easy-to-use, browser-based solution that provides a range of agent evaluation and scoring capabilities to enhance contact center performance and productivity.
Designed specifically for contact centers that deploy the Audiolog multimedia recording solution, Audiolog Interaction Quality includes an intuitive, browser-based interface that enables supervisors to play back captured interactions, evaluate agent performance, build new scoring forms, and access a broad selection of quality management reports—on site or remotely—all from their desktops.
Key functionality includes:
- Simplified Agent Evaluation Forms — With Audiolog Interaction Quality, you can design evaluation forms quickly to address new products and programs. Moreover, you can retrieve and score them easily—even attach them to email messages with their associated voice and/or text files—enabling supervisors and quality evaluators to respond more effectively in the fast-paced contact center environment.
Better still, Audiolog Interaction Quality provides calibration functionality that can help your contact center ensure consistency in quality scoring performed by multiple quality reviewers. For even greater insight into performance, Audiolog Interaction Quality can correlate evaluated behaviors with external key performance indicators, such as monthly customer satisfaction indices, to help you align quality improvement efforts with organizational objectives and identify opportunities for improvement.
- Flexible, Easy Reporting — Supervisors can view performance details, summaries, and trends in an array of standard and customizable reports. They can use this intelligence to identify agent skill gaps and provide targeted coaching, pinpoint and address process inefficiencies and trends, and gain insight into delivering a superior customer experience.