Verint Introduces Total Quality, New Quality Management Capabilities to Help Brands Close the Engagement Capacity Gap

Rhea-AI Summary

Verint (Nasdaq: VRNT) has launched Verint Total Quality, a comprehensive approach aimed at enhancing quality across enterprises. Announced at the Engage 2022 customer conference, this solution addresses challenges in delivering exceptional customer experience amid expanding engagement channels and compliance demands. The Total Quality approach allows organizations to monitor more interactions, automate coaching, and integrate customer perspectives, thereby reducing risks of non-compliance and improving efficiency. This innovation aims to elevate customer satisfaction while reducing operational efforts.

Positive

• Launch of Verint Total Quality, enhancing quality management across the enterprise.
• Increased monitoring capabilities leading to better compliance and customer feedback integration.
• Real-time coaching feature to assist agents during interactions, improving overall customer experience.
• Holistic approach supports diverse channels, fostering improved engagement.
• Automated Quality Management can score up to 100% of interactions, enhancing quality assurance.

Negative

• None.

Total Quality Leverages Innovative AI and Automation to Drive Significant ROI While Reducing the Operational Effort to Manage Comprehensive Quality Programs

ORLANDO, Fla.--(BUSINESS WIRE)-- Engage 2022 — Verint^® (Nasdaq: VRNT), The Customer Engagement Company^™, today announced Verint Total Quality, a strategic, holistic approach to elevating quality across the enterprise, driving employee engagement, performance improvement, compliance adherence and an overall exceptional customer experience. The announcement was made during the company’s Verint Engage 2022 customer conference.

Organizations find it more difficult than ever to deliver the desired customer experience as they grapple with new workforce dynamics, ever-expanding customer engagement channels, and exponentially more consumer interactions – all with limited budget and resources. This creates an Engagement Capacity Gap, making the need for breakthrough quality management approaches essential.

With traditional Quality Management solutions, organizations monitor and evaluate only a small sampling of interactions ranging between one and three percent, which surprisingly excludes the customer perspective. As a result, companies can see and affect only a small part of the larger quality picture.

The Total Quality approach enables companies to greatly increase the number of channels and interactions that are monitored, reduce the risk of non-compliance, infuse the process with the customer perspective of quality, and automate real-time coaching to guide calls to a positive outcome. Verint’s Customer Engagement Cloud Platform allows customers to start anywhere in the quality model and add any level of analytics, AI or automation capabilities they need, when they need it, quickly and easily.

According to Sheila McGee-Smith, founder and principal analyst, McGee-Smith Analytics, “The explosion in digital channels, more onerous compliance regulations, and increasing choice for customers, mean traditional quality management programs no longer meet the needs of today’s businesses. Organizations need a complete, connected total quality management program, across all human and digital interaction channels and all stages of the customer experience.”

To achieve success amidst these new challenges, organizations need a Total Quality approach to evaluate all interactions, from both humans and bots, with a unified enterprise-wide view. Verint’s Total Quality approach provides automation for improved efficiency while uniting quality teams and supervisors via one standardized set of tools.

Automation assists in the monitoring and evaluation, reducing the risk of undiscovered non-compliant issues that could result in fines. Resources can then be reassigned to more strategic tasks, such as coaching or training new hires. Real-time coaching assists agents in the moment and helps resolve issues as they are happening.

“Verint’s innovative Total Quality approach ensures that organizations can automate evaluations and incorporate the customer perspective of quality across all channels, in order to provide the right feedback and coaching to their workforce, avoid and mitigate compliance issues and achieve further reduction of handle time all while increasing customer satisfaction,” says Verint’s David Singer, vice president, go-to-market strategy.

Verint Cloud Platform solutions comprising the company’s Total Quality approach include:

• Verint Automated Quality Management^™ autoscores up to 100 percent of interactions ‒ voice and digital ‒ for greater quality and compliance. The solution also triggers alerts and presents the results of coaching sessions.
• Verint Interaction Quality^™ seamlessly integrates the customers' perception of quality into the quality management scorecards and evaluations, providing insights into the impact of agent and bot behavior.
• Verint Real-Time Coaching^™ relies on the innovative capabilities of Verint Real-Time Agent Assist^™ and uses advanced AI to listen to customer calls as they happen and automatically identify opportunities to guide interactions toward better outcomes. The application can identify a variety of coaching opportunities and offer immediate advice to the agent regarding knowledge, empathy and compliance.
• Verint Performance Management^™ displays employee key performance indicators (KPIs) in role-appropriate scorecards, giving employees daily and intraday visibility into objective, data-driven assessments of their performance.

Visit Verint Quality and Compliance to learn more.

About Verint

Verint^® (Nasdaq: VRNT) helps the world’s most iconic brands – including over 85 of the Fortune 100 companies – build enduring customer relationships by connecting work, data and experiences across the enterprise. The Verint Customer Engagement portfolio draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement^™ to help customers close The Engagement Capacity Gap^™.

Verint. The Customer Engagement Company^™. Learn more at Verint.com.

This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2022, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.

VERINT, VERINT DA VINCI, THE CUSTOMER ENGAGEMENT COMPANY, BOUNDLESS CUSTOMER ENGAGEMENT, THE ENGAGEMENT CAPACITY GAP and THE SCIENCE OF CUSTOMER ENGAGEMENT are trademarks of Verint Systems Inc. or its subsidiaries. Verint and other parties may also have trademark rights in other terms used herein.

View source version on businesswire.com: https://www.businesswire.com/news/home/20220610005442/en/

Media Relations

Amy Curry

amy.curry@verint.com

Investor Relations

Matthew Frankel

matthew.frankel@verint.com

 

Source: Verint

FAQ

What is Verint Total Quality?

Verint Total Quality is a strategic approach to improve quality across enterprises by automating evaluations and integrating customer perspectives.

When was Verint Total Quality announced?

Verint Total Quality was announced during the Engage 2022 customer conference.

How does Verint Total Quality improve customer experience?

It enhances customer experience by increasing monitoring capabilities, providing real-time coaching, and automating quality management.

What company does the stock symbol VRNT represent?

The stock symbol VRNT represents Verint.

What are the benefits of the Total Quality approach?

Benefits include improved compliance, increased customer feedback integration, and enhanced efficiency through automation.