Story image

Verint takes CX to new heights with in-demand AQM solution in APAC

12 Jul 2018

Verint’s cutting-edge Automated Quality Management (AQM) software is in high demand by some of Australia’s top organisations, indicating that there’s more focus on quality and service delivery in contact centres than ever before.

Recently, one of the APAC region’s largest telcos confirmed it would expand its investment in Verint’s AQM software to benefit from a more simplified and modern approach to quality management.

Verint’s AQM software leverages the power of market-leading Speech Analytics, Quality Monitoring and Desktop Analytics solutions, and infuses them with Artificial Intelligence to allow the application to answer the types of questions that can be answered equally as well as by a human.

This then enables agents to focus their efforts on assessment of the elements of the conversation which drive true differentiation in terms of the customer experience – being empathy, tone and rapport, amongst others.

To gain greater insight on AQM and its impact on customer and employee engagement, we spoke to Verint’s Nick Mortimer, Consulting Director, APAC.

What is underpinning the drive for enhanced quality and service delivery?

The development of the AQM solution aligns with Verint’s vision to simplify, modernise and automate the ways in which our customers engage with their customers.

From our years of experience providing insights to our customers through our market-leading analytical solutions, from which we can measure metrics such as the ‘linguistic polarity’ (the correlation between the spoken word and the outcome of the conversation), we know that getting the important elements of the conversation right results in increased levels of customer satisfaction, retention and loyalty which result in tangible business benefits for our customers.

In what ways does the employee benefit from Verint’s AQM software and how does a more engaged employee translate back to an improved customer experience?

Quality Evaluators will typically only have sufficient bandwidth to assess a small fraction of the conversations that take place between the two most valuable assets that any business has – its customers and its people.

Assessing 5-10 conversations per agent per month is common, which results in a situation where less than a fraction of 1% of the great work that people do is evaluated and recognised. This can lead to many missed opportunities for gathering insights, observing employee behaviours and providing effective coaching to team members.

AQM can address this challenge by automatically evaluating up to 100% of an employee’s conversations, providing feedback on a significantly greater number of conversations than could ever be achieved through traditional, manual methods of evaluation, thus unlocking a greater level of insights and providing a transparent, fair and level playing field for agents.

What can organisations do to enhance employee and customer engagement in the face of automation?

Verint’s AQM is an exciting new development in the quality evaluation space. However, it only addresses one challenge that our customers experience. As the pace of automation and digitisation increases, organisations must also assess the impacts of these changes on their ‘human’ workforce.

Our experience (backed by many Analysts’ positions) tells us that these changes result in the work being handled by ‘human’ agents is escalating, both in terms of complexity in the work itself and value it represents to the business, since many ‘low value’ transactions are now fulfilled in a self-service channel.

This means that organisations must look to support their human workforce through the provision of solutions that help them to more effectively handle conversations in real-time.

Verint can help organisations to achieve this by using solutions such as Real-time Process Guidance which combines the power of real-time Speech Analytics, Desktop Analytics and Knowledge Management to provide employees with personalised, contextual guidance during the conversation to help address potential customer experience-impacting issues before they become an issue.

Coupled with Verint Coaching, eLearning, Gamification and Performance Management, this can provide organisations with a unified platform to improve levels of employee engagement to help drive enhanced results for the organisation.

Seven Aussie projects shortlisted in IDC's Smart Cities Awards
The nominated projects include three from Newcastle alone and span smart water metering, solar farms, virtualization and transport.
Y Soft and Brother partner to enhance print management
YSoft SafeQ integrated print management and document capture solution is now embedded in Brother multifunction devices.
F5 acquisition of NGINX now complete
The companies have released blogs on the topic, explaining how NGINX will now operate as a unit of F5, and the benefits they expect this merger to bring.
IXUP goes "post-quantum" with security tech upgrade
The secure analytics company has also partnered with Deloitte as a reseller, and launched a SaaS offering on Microsoft Azure.
Infoblox appoints channels head for A/NZ
Kenneth Cartwright’s appointment extends Infoblox’s position in secure cloud-managed network services throughout the region.
Adobe & Amazon: Making merchants' stores a lot more powerful
Magento Commerce branded stores for Amazon sellers features native integration with Amazon merchant tools including Amazon Pay and Fulfillment by Amazon. These provide the convenience of secure payments and speedy shipping services for buyers.
Edge computing market to provide ‘lucrative opportunities’
The market is set to skyrocket in the coming years, paving the way for emerging market players.
CIOs in A/NZ are slowly making digital business progress
“A/NZ CIOs have the chance to step up to become more influential business leaders, but most are not seizing that opportunity to drive change.”