Verint Verba Improve

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

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.

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.

WORLD-CLASS INTEGRATIONS

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

Quality

For all your quality management needs

 Contact center integration
 Silent monitoring
 Whisper coaching
 Agent evaluation forms
 Agent view
 Drag & drop scorecard designer
Scorecard calibration
 Project based configuration
 Random call selection
Skill assignment
 Dashboards
 Reporting
 Screen capturing
 Pause/Resume for PCI-DSS

Dig deeper in our features

AGENT EVALUATION & SCORING
SCREEN CAPTURING
SILENT MONITORING, WHISPER COACHING & AGENT VIEW
CONTACT CENTER INTEGRATIONS
BEST PRACTICE SHARING
PCI DSS COMPLIANCE
DASHBOARDS & PERFORMANCE REPORTING