Quality and Compliance

Deliver customer service of the highest
quality, while ensuring compliancewith external regulations andinternal processes.

The Verint Customer Engagement Cloud Platform

The Customer Engagement Company1

What Is Total Qualityand Compliance?
How you handle every call or digital interaction is a direct reflectionof your organization back to the customer. Every day you strive
to ensure that your employees and bots do and say the rightthings. That they comply with external regulations and the internal,
behavioral compliance standards you set for your organization andcustomers. Ensuring every call is consistently of the highest quality
is essential to success.
Ensuring that every interaction and the data you gather are stored
and processed in accordance with applicable regulations is equally
essential. Increasingly stringent laws and regulations govern theway you conduct business and keep records.
Ensuring that your service is of the highest quality aids compliance.
Reliable and robust compliance with regulatory and service
standards helps elevate the quality of customer service.

Quality and Compliance

The Customer Engagement CompanyTM2

Solutions from Verint® provide a holistic and integrated
approach to help you manage every aspect of quality andcompliance.
Quality management applications give you the tools to continuously
monitor and evaluate the performance of both agents and bots,assess the quality of customer service, and identify opportunities todrive continuous improvement.
And compliance tools help assure compliance with regulatory
requirements, essential to avoiding hefty fines, other penalties, andeven imprisonment.
Verint offers a comprehensive and integrated range ofcapabilities that help you address all of these requirements.

“With Automated Quality Management we are
now able to analyze phone calls and look atthem in larger quantities. We’re going to gain
insights that, in the past, were more justgut feelings.”
Byron Allmond
VP Contact Center Operations, Vystar Credit Union

Quality and Compliance

The Customer Engagement CompanyTM

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Traditional Quality Programs Fall Short
What if your quality and compliance reviews are failing to reveal widespread customer service issues
such as poor responses or attitude to customer complaints? Or missing when your agents provide
inaccurate or misleading information?
What if you are unaware of large numbers of interactions that do not comply with your behavioral
compliance standards and regulatory requirements? This could leave you open to millions of dollars in
potential penalties for problems that you know nothing about.
Most organizations screen less than three percent of contact center interactions. This leaves a massive
compliance blind spot that could cost you millions. Especially now that “work-from-anywhere” practices
deprive supervisors of the insights they used to gain from walking the floor.

100%
Compliance needs 100%
adherence to avoid
regulatory penalties...

<3%...but most businesses
screen less than 3% ofinteractions...

And what about chatbots?
As far as your customers are concerned, chatbots are “employees,” too. They answer questions, give
advice, and represent your organization. Yet despite the proliferation of new communication channels
where chatbots are used, there are usually no common workflows that can assess quality and compliancefor both humans and bots.

Quality and Compliance...jeopardizing customer
experience and creatingcompliance risk.

The Customer Engagement CompanyTM

4

Customer Behavior Has Changed. AreYou Struggling to Close the Engagement
Capacity Gap?
As customers turn to digital channels and the numbersof interactions rise, keeping on top of service quality, as
well as compliance with increasingly stringent regulations,becomes more difficult. At the same time, the gap between
what your quality and compliance program can achieve andthe risks to your business and reputation gets bigger.
A total quality program—supported by automation
and AI—can help you avoid unacceptable service
standards and hefty fines and penalties.
• Monitor and score 100 percent of interactions.
• Review interactions across multiple channels.
• Uncover coaching and training opportunities faster.
• Identify system and procedural shortfalls.
• Proactively improve the performance of employees and bots.
• Take real-time action that is informed by strategic insight.
Quality and Compliance

Verint quality and compliance solutions empower you withtools to improve service and compliance, allowing you toclose the Engagement Capacity Gap™.
To learn more about the Engagement Capacity Gap,
download our global research study.
Download Here

Increasing Interactions andElevating Expectations

TheEngagement
Capacity Gap

Budget and Resources

The Customer Engagement CompanyTM5The Verint Quality and Compliance
Maturity Model—Where Are you?
The Verint Quality and Compliance Maturity Model provides areference framework against which you can easily assess yourcurrent quality and compliance measures and identify where andhow Verint Quality and Compliance solutions can help you advance.
It takes into account the challenges posed by traditional quality
programs, the rapid adoption of digital channels and bots, andother changes in the business environment—such as “work fromanywhere.”
Verint’s core quality management and compliance solutions natively
allow you to embrace bots and digital channels and to movebeyond manual evaluation and traditional coaching, to Level 2. This
helps improve the quality, efficiency, and compliance of interactions
across all channels and modalities.
Carrying out automated quality evaluations and incorporating
customer feedback helps you move to Level 3. Here you are able
to understand agent and bot performance on every interaction,
as well as the customer’s view of quality. AI and analytics help you
Quality and Complianceunderstand performance and customer experience trends andanswer the questions you didn’t know to ask.
Automating the evaluation of every agent and bot interaction—and marrying these insights with customer feedback—can deliver
revolutionary improvements and provide the strategic insights
needed to advance to Level 4 and support real-time action. Hereyou can improve compliance and performance on every interaction
by providing assistance and coaching “in-the-moment,” rather than“after-the-fact.”
No matter where you are on the maturity model today, Verint
Quality and Compliance solutions can help you advance to thenext level—automating more of your quality program to make agreater impact on your business. Read on to find out more about
the solutions that make up Total Quality and Compliance fromVerint.

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Quality and Compliance
What level is your company operating at?
Where do you want to be?

• Voice interactions only
• Manual evaluations• Traditional coaching

Quality and Compliance• Digital channels• Social channels• Voice and digital chatbots• Automated quality evaluationof interactions• Interaction Quality for thecustomer’s view• Application Triggers™ adds
“activity context” tointeractions• Speech & Text Analytics givebroad insight across allinteractions• Insight into performance andcompliance• Agent assistance throughunified work assist• Linguistic and acoustic triggers
identify sentiment, silences,and interruptions• Curated, contextual
knowledge arms agents withrelevent information• Notification to supervisors
when assistance is needed
during interactions

The Customer Engagement CompanyTM

7LEVEL 2

Verint Quality Management
No other quality solution spans the enterprise across all channelsof humans and bots.
Verint Engagement Data Management™, Verint Enterprise Recording™,
and Verint Quality Management™ take you to Level 2 of the Verint
Quality and Compliance Maturity Model.

Verint by the numbers.
With Verint Automated Quality Mangement™ (AQM), (on average)
companies…
• Reduce or avoid costs by 17%• Grow revenue by 3%• Increase productivity by 11%• Capture all voice and digital interactions from any source.
• Evaluate interactions across all channels—voice, screen data,text-based interactions, and video—from a single screen.
• Use a single player for recording, quality management,
speech analytics, voice biometrics, and more.
• Collaborate on quality assessments with a shared inbox
and workflows.
• Carry out random sampling based on your business ruleswith Smart Inbox.
• Quickly locate specific topics with full text search across voiceand text interactions.
• Give staff access to Employee QuickView for one-click
access to their performance, learning, and coaching history.
Quality and Compliance

The Customer Engagement CompanyTM8LEVEL 3

Verint Automated Quality Management
Automatically review 100% of interactions automatically for
greater insight into quality and compliance.
Verint Automated Quality Management takes you beyond manual
evaluations to Level 3 of the maturity model. It can automaticallyevaluate calls, identify non-compliance, and assign coaching—for
100% of voice and text interactions.
Inherently objective and consistent, AQM measures interactions
against the rules you have set, without variation, bias, or assumption.
It quickly gives you new insight into your service standards andcompliance and helps identify coaching needs and procedural issues.
• Score every interaction objectively, against exactly the samestandards.
• Agent KPIs provide performance trends and automatic alerts when
performance falls below acceptable levels.
• Out-of-the-box workflows for notifications, and assigning coaching
and training.
• Employee dashboard helps improve engagement throughtransparency about goals, feedback, and coaching.
Quality and Compliance“Automated Quality Management allows ourquality agents time to coach the agents more.
It allows the quality agents to spend more timewith the agent and focus on the areas where wecan see the agent is struggling.”
Cathy Burford
Speech and Data Analyst, Army & Air Force Exchange Service

The Customer Engagement CompanyTM

9LEVEL 3

Verint Interaction Quality™
Understanding the customer’s view of quality.
You may be reviewing interactions for quality and compliance,
but are the results actively helping you improve your customers’
experience? Unique to the Verint Cloud Platform, post-call andpost-interaction surveys feed results seamlessly into quality
management workflows and contribute to the same scorecards andevaluations as other agent and chatbot assessments.
Verint solutions uniquely allow you to measure and evaluate
performance, compliance, and customer experience. Now you
can differentiate your business by taking a total quality approachthat improves not just employee performance and procedures, butcustomer experience as well.

Quality and Compliance

The Customer Engagement CompanyTM10LEVEL 4

Verint Real-Time Agent Assist™
Help when you need it.
Today’s agents must answer complex questions, follow detailed
procedures, watch for fraud, and aim for efficiency. On top of that,they must maintain empathy with the customer at all times. With somuch to remember, real-time assistance is essential.
Verint Real-Time Work solutions proactively assist your agentsto provide high quality, compliant services. They can “listen” tocontact center interactions in real-time, identifying triggers basedon the words spoken, acoustic cues such as silence or overtalk,or desktop application usage. When a trigger is fired, agents arenotified in real-time with advice to improve the outcome of the call.
Verint Real-Time Work solutions can assist the agent with:• Reminders to use empathy• Appropriate policies and procedures• Contextual knowledge articles• Cues to prevent long holds or interruptions
Quality and Compliance“While an employee is talking to a customer,
Verint Real-Time Agent Assist directly provides
them with up-to-date information based onwhat is being discussed.”
Deliane Schimmel
Manager Advice and Service, Florius

The Customer Engagement CompanyTM

11Performance Management
Actionable performance scorecards.
Performance management scorecards are a standard part of Verint
Quality Management. Now you can gain the insight needed totie quality results to company goals. You will be able to see what
employees are doing, how effectively they’re performing, and where
they need to sharpen their skills.
Scorecards provide a unified framework for efficiently tracking,managing, and improving both individual and organizational
performance—from contact centers and branches to back-office
operations.
Scorecards help you:
• Explore the root cause of issues, across employees and KPIs.
• Aggregate KPIs and context across different systems.
• Automate workflows to assign coaching sessions.
• See when KPIs fall outside acceptable limits.
• Connect to third-party sources of KPIs with pre-built integrations.
Quality and Compliance

The Customer Engagement CompanyTM

12

Verint Application Triggers
Verint Application Triggers captures desktop activity and uses it totrigger alerts and actions, from pausing and resuming call recording
while credit card information is shared to generating perfectly timed
pop-up process step reminders on agent desktops. It also tags
interactions with key data for easy search and retrieval—invaluable
for compliance audits, employee feedback, and addressing a rangeof common challenges.
™

• Analyze employee desktop activity.
• Ensure compliance.
• Tag interactions for advanced analytics.
• Improve employee productivity.
• Optimize processes.

Quality and Compliance

Case Study
Fortune 500 Property
and Casualty Insurer
Download Here

Learn how this organization uses Verint Application
Triggers extensively to achieve PCI compliance andensure adherence to state-specific requirements.
• Automatically pauses call and screen whensensitive payment card data is collected.
• Pop-up alerts prompt agents to recite specificlanguage during customer calls.
• Tags recorded customer calls for easy searchand retrieval.
• Helps ensure compliance with state insurance
requirements.

The Customer Engagement CompanyTM

13

The Customer Conversation
Goldmine: Speech and Text Analytics
What are your customers looking for? What issues arethey having? What frustrates them the most? Imagine
the benefits if you could understand and analyze eachof these conversations and answer these questions.
Verint Speech Analytics™ is the #1 customer-rated andmost globally used solution on the market*. Our cuttingedge transcription engine produces best-in-classcomprehension accuracy for higher and faster ROI.
But we don’t stop there. As more customer conversations
occur in digital channels, Verint Interaction Insights solutions
allow you to analyze conversations across text-based channels
as well. You can also see the desktop activities of youragents and back-office workers, helping you to get to theroot cause of potential delays or sources of frustration.
*Source: DMG Consulting LLC, 2021/2022 Interaction Analytics Product and Market Report, May 2021

Quality and Compliance

2000+

Customer deployments worldwide

80

Languages and dialects supported#1

Customer-rated

64

Technical services outsourcer:
Lowered average handle time(AHT) by 64 seconds

26%

Global insurer - 26% lower FTE
costs

400,000

NY Life - Reduced call volume
by 400,000 calls per year byeliminating repeat calls

Seconds

The Customer Engagement CompanyTM

14

Powered by Verint Da Vinci
AI and Analytics
Infused with advanced machine learning models, natural language
processing, intent recognition models, predictive modeling, andanalytics engines embedded in the Verint Customer Engagement
Cloud Platform, Verint Da Vinci™ AI and Analytics activatesinsights and automates experiences across your business.
Built on market-leading customer engagement data from billionsof real-world interactions every year and constantly refined by
Verint AI Labs, Verint Da Vinci drives a broad range of solutions
within the platform.
Verint Da Vinci elevates AI and analytics into insights and actions toturn your AI ambitions into meaningful and measurable outcomes.

QualityExperience
Verintand ComplianceManagement

The Customer Engagement CompanyTM15Part of the Verint Customer
Engagement Cloud Platform
Verint Cloud Platform elevates every experience with an open approach to customer engagement. Powered by Verint Da Vinci AI and Analytics,
the platform delivers best-in-class applications and services—including Workforce Engagement, Digital-First Engagement, and Experience
Management. As a result, the Verint Cloud Platform works with your existing ecosystem to close the Engagement Capacity Gap while seamlessly
delivering experiences across engagement channels and uniquely supporting the modern, distributed workforce of humans and bots at scale.

Quality and Compliance

The Customer Engagement CompanyTM16Americasinfo@verint.com+1 770 754 1900
1-800-4VERINT

Europe, Middle East & Africa
info.emea@verint.com+44(0) 1932 839500

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at any time without notice. Features listed in this document are subject to change andnot all functionality is available in all configurations. 03.2022

Quality and Compliance

The Customer Engagement CompanyTM17