Quality Monitoring Software and Compliance Solutions

How you handle interactions is a direct reflection of your organization to the customer. Ensuring every communication – voice and digital, human and bot – is consistently of the highest quality is essential to success.

AI Business Outcomes from Verint Customers

$1.5M Saved
A healthcare brand automated evaluation of 100% of interactions, increasing supervisor capacity by 33%.
$1.1M Saved
An insurer automated 100% of agent evaluations, increasing supervisor capacity by 30%.

Customer Success Stories

Do you meet your customers' expectations?

As customer expectations the number of interaction channels are expanding, many contact centers need to provide better services across more channels in a growing number of interactions without increasing their resources.

Using the power of CX Automation, Verint Quality and Compliance solutions help you:

Increase service quality and customer satisfaction
Improve operational efficiency
Reduce pressure on your employees by automating mundane tasks

Read: The State of Digital Experience Report

Featured Quality and Compliance Solutions

Automated Quality Management
Auto-score 100% of your interactions, monitor employee performance, and increase compliance call coverage. Verint Quality Bot helps you expand supervisor capacity and drive savings
Financial Compliance
Transform your compliance operations and confidently navigate through financial services and trading regulations.

Meet the Verint Quality Bot

Verint offers a team of specialized bots to help you accelerate and automate existing workflows without disruption. Verint Quality Bot can easily augment your employees’ roles and seamlessly become part of your workforce.

As a result, you can increase agent capacity, improve call coverage for quality and compliance scoring, and enhance customer experience by boosting workforce effectiveness and engagement.

Meet the Quality Bot

See the full picture of your call center quality and compliance

As customers turn to digital channels and interactions rise, keeping on top of quality and compliance becomes more difficult. The gap between what your quality and compliance program can achieve, and the risks to your reputation gets bigger.

An AI-powered quality and compliance program can help you improve customer service and avoid hefty fines and penalties.

Review up to 100% of interactions across multiple channels
Uncover coaching and training requirements
Proactively improve the performance of employees and chatbots
Take real-time action that is informed by strategic insight

Learn more

"Your call will be recorded for quality..."

Familiar words. But what about interactions with bots? Or in other digital channels? Voice is only one of many channels these days. Investing in top-notch customer service retains customers and extracts more value from them. You can recoup customer acquisition costs while cultivating a loyal, brand advocate that refers customers, serves as a case study asset, and provides verifiable testimonials. Assessing the quality of your customer service requires:

Measuring quality across all communication channels
Incorporating post-service feedback
Holistic insights that enable real-time action

Getting a 360-degree view of all your engagement, behavioral, and experience data can help you achieve this.

Learn More About Engagement Data

Verint compliance solutions

Reliable and robust compliance with service standards and regulatory procedures can elevate the quality of customer service. And ensuring that your service is of the highest quality aids compliance.

Building an ecosystem based on compliance solutions and making internal and external regulatory requirements are other positive components of your customer experience strategy. Verint solutions are uniquely able to help you deliver, analyze and manage both, for world-class CX across ALL channels.

Learn More About Compliance Solutions

At the time we got AQM, less than 1% of our calls were covered by someone listening to them. [With the Verint Quality Bot] now 96% of our applicable calls are monitored (…) without having to add any headcount.
Fiserv Increases Quality Monitoring Call Coverage From 1% to 96% English
Becky Collins Customer Experience Analyst, Fiserv

What if...

… your quality and compliance reviews are failing to reveal widespread customer service issues? Or millions of dollars in potential regulatory penalties? If your organization is only reviewing 1-3% of interactions this is a real concern. Avoid these pitfalls with a modern quality program that can:

Increase sample size, up to 100% of interactions
Review interactions across multiple channels
Uncover coaching and training requirements
Identify system and procedural shortfalls

Verint bots automate the scope of the entire quality monitoring management process to achieve better compliance with your organization’s standards.

More about Automating Your Quality Management

Actionable performance scorecards

With Verint Quality Management Scorecards, you’ll gain insight into what employees are doing, how effectively they’re performing, and where they need to sharpen their skills, giving you the insight to tie quality results of individuals and teams to company goals. Reducing compliance risks offers elevated observation and consistency versus random sampling. Quality Management Scorecards provides:

Automated workflows to assign coaching sessions for auto-fail questions
Insight into quality behavior down to the question level
Pre-built integrations into multiple 3rd party sources for external KPIs

Learn More About Performance Management

Improving customer experiences

You may be reviewing interactions for quality and compliance, but are the results actively helping you improve your customer’s experience?

By including post-interaction customer feedback in your quality KPIs, you can ensure your agents don’t just do the job right – but also do the right job for your customers.

The benefits of our quality monitoring software generate improvements in customer retention while driving better customer experiences, employee experiences and results.

Discover Verint Voice of the Customer Solutions

The Secret to Boosting Quality and Agent Performance

Verint Coaching Bot can provide assistance to agents in-the-moment. This advanced technology can:

Automatically provide contextual knowledge to improve accuracy and consistency
Provide behavioral guidance to promote increased empathy and reduce customer churn
Proactively prevent quality and compliance problems from occuring

Watch the Webinar

Quality and Compliance Insights

Fiserv Increases Quality Monitoring Call Coverage From 1% to 96%
Hear how Fiserv, a leading global fintech and payments company, uses Verint Quality Bot to automate its contact center...
Case Study
RIP Manual Quality Scoring
Manual call center quality assurance techniques are expensive and inefficient. Watch this webinar and learn how CX automation can help you realize business outcomes now.
Webinar
How to Improve Your Call Center Compliance
Compliance is not optional! Failing to meet regulatory requirements, industry standards, or internal processes can lead to poor CX and brand perception, or severe fines.
Blog