The excellence of your customer service helps your business stay ahead of the game, but service quality depends on the excellence of your staff and the agility of your processes. Verint Verba Improve helps you solve this challenge with an outstanding quality management solution for contact centers. Being the only system to provide quality management for instant messaging, voice, video and desktop screen, it provides everything your supervisors need to exceed quality performance objectives and improve the customer experience.
Improve – Compliance Monitoring and Quality Management
Because Every Interaction Counts
Verint Verba Improve provides easy-to-use and flexible solutions for developing quality management programs in your contact center. This cutting-edge product features contact center integration, real-time monitoring features, agile functionalities for agent evaluation, scoring and performance tracking, coupled with enterprise-level reporting to help your business boost customer care.
Infuse expertise into your customer communications
With comprehensive features, including agent evaluation, silent monitoring, screen capture and more, the Verint Verba Improve module allows to track and evaluate the effectiveness of every customer interaction, while identifying quality issues and performance irregularities. By gaining a deep insight into service quality, your business will have everything that’s needed for optimizing operational efficiency, and for providing your employees with the feedback and development they need to maximize their performance. Read our blog for more insights on Verint Verba Improve.
SUPERIOR USER EXPERIENCE
Managing agent evaluation, performance tracking and quality assurance have never been easier and faster – all from one, intuitive user interface. Smart playback control and drag and drop scorecard designer will increase your productivity.
QUALITY MANAGEMENT REIMAGINED
Verint Verba Improve extends the unified recording capabilities with breakthrough quality management features providing holistic insights into your service quality and agent performance to boost customer satisfaction.
Verint Verba is seamlessly integrated with industry-leading contact center solutions such as Cisco UCCX/UCCE, Luware, Workstreampeople, Mitel, Altigen, ComputerTalk, Competella, Geomant and more.
Discover your options
Quality plan brings you a powerful set of industry-leading contact center integrations, supporting Cisco UCCX/UCCE, Luware LUCS and more. Furthermore, contact center supervisors and administrators can use silent monitoring directly from the web application as a standard function to assess performance, measure customer satisfaction and streamline agent training. This feature is complemented by whisper coaching to help your supervisors improve service quality by guiding your agents in real-time.
Use drag and drop features to design effective agent evaluation forms and scorecards for skills assessment and to identify best practices and areas of improvement. The Agent View brings you the ability to see conversation status of all agents on a single screen, view specific agent desktop screens and start monitoring sessions in real time. Use intuitive dashboards and enterprise-level reporting to enhance your business decisions.
For a holistic view on agent performance, the platform can record the agents’ desktop screen during or after interactions and provides a synchronized media file that’s ready for easy playback and evaluation. This plan also comes with a pause and resume functionality to prevent the recording of sensitive information, such as payment information, to ensure frictionless PCI-DSS compliance.
Financial quality management made simple
For all your quality management needs
Contact center integration
Agent evaluation forms
Drag & drop scorecard designer
Project based configuration
Random call selection
Pause/Resume for PCI-DSS