Verint®, The Customer Engagement Company™ announced that a leading telecommunications and media company in the Asia Pacific region expanded its investment in Verint solutions at the start of this year and is now using its Automated Quality Management™ workforce engagement software to heighten performance and service delivery.
Using the Verint solution, this telecom company, whose contact center agents handle tens of millions of calls per year, has automated its quality program to ensure modern, employee-empowering and cost-effective quality management (QM). Leveraging the technology, the organization is benefitting from a more simplified and modern approach to QM—one that enables 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, and compliance.
This approach also has enabled the telecommunications giant to implement consistent and always-calibrated automated scoring of up to 100 percent of calls. Additionally, AQM introduced a new level of employee performance transparency and fairness, the continuous feedback that employees desire, compliance coverage organizations require, and the every-interaction insights the telecom needed to deliver engaging experiences and quality service.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, over 10,000 organizations in more than 180 countries—including over 85 percent of the Fortune 100—count on intelligence from Verint solutions to make more informed, effective and timely decisions.
Learn more about how we’re creating A Smarter World with Actionable Intelligence® at www.verint.com.