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Verint Quality Management
Review Interaction and Activities
With Verint Quality Management, you can select and evaluate large numbers of interactions across communication channels based on business relevace, employee performance and customer input. It is a practical way to gain insights that might be difficult to achieve by randomly sampling small numbers of interactions and evaluating them against inwardly focused metrics.
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Evaluate all attributes
of a customer interaction in a single screen
You can evaluate all attributes that includes voice conversation, associated screen data, text-based interaction (such as chat) and video rght from a single screen. The omnichannel interaction player provides personalized access to speker-separated audio waveforms, speech analytics categories, emotions, keywords, interaction tags, annotation, screen recording, application used by employee and employee profile information.
Analytics-Driven Quality Functionality
Focus on the interations that matters by automatically categozie calls into speech analytics-derived categories such as greeting, escalation, hold behaviors, empathy and confusion.
Powerful Search and Filtering Capability
Levage on crucial CTI and data field tags such as high profile accounts, high valuetransaction etc and further help you find interaction of interest
Evaluation form tailor to specific interaction types
Quality scores can feed key performance indicators (KPI) in scorecard which can drive performance-based coaching and eLearning.
Review Interactions that matters
Verint Quality Management Smart Inbox automatically deliver the desired type and number of interactions to to be evaluated for each employee based on business rules defined.
For multiple evaluators, Shared Inbox can help to provide the necessary workflow among them, allowing your team to manage quotas effectively
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