APAC telecom giant expands investment in Verint solutions

Verint is proud to announce that a leading telecommunications and media company in the Asia Pacific region has expanded its investment in Verint solutions, and is now using
Automated Quality Management™ workforce engagement software to heighten performance and service delivery across the organisation.

The company has embraced the power of automation to ensure modern, employee-empowering and cost-effective quality management (QM) systems are at play.

The organisation’s contact centre agents handle tens of millions of calls per year, and by leveraging the right Verint technology, the company is now benefitting from a more simplified and modern approach to QM.

Verint’s approach has enabled the telecommunications giant to implement consistent and always-calibrated automated scoring of up to 100 per cent of calls.

Additionally, AQM has introduced a new level of employee performance transparency and fairness, the continuous feedback that employees desire, compliance coverage organisations require and the every-interaction insights the telecom needs to deliver engaging experiences and quality service.

The company is also experiencing greater insight and consistency, the agility to shift resources from scoring and other manual quality monitoring tasks to higher value activities, and the ability to apply greater focus on employee soft skills and coaching.

To learn more about Verint’s Automated Quality Management™ and other solutions in the Customer Engagement portfolio, click here.