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Contact Center Quality Monitoring

Verint Witness Actionable Solutions offers two quality monitoring solutions: Impact 360 Quality Monitoring and Audiolog Interaction Quality.

The quality of your customer interactions can make the difference between satisfied, long-term customers and unhappy customers who are likely to defect and costly to replace. Verint Witness Actionable Solutions offers two quality monitoring solutions: Impact 360 Quality Monitoring and Audiolog Interaction Quality.

Incorporating the powerful functionality of Verint’s ULTRA IntelliQuality, Impact 360 Quality Monitoring is a comprehensive solution that combines quality monitoring (QM) and recording with performance management, eLearning, and customer survey capabilities.

Audiolog Interaction Quality is an easy-to-use software solution for evaluating the performance of call takers and dispatchers in emergency response, public safety, and control room environments.

Impact 360 Quality Monitoring – A Powerful Contact Center Quality Monitoring Solution

Part of the Impact 360 Workforce Optimization solution, Impact 360 Quality Monitoring provides a wide range of functionality that can help your organization improve agent performance and customer satisfaction, including:

 Contact Recording

CFeatures patented, synchronized voice and data recording, enabling companies to capture, manage, and learn from the complete range of customer interactions – voice, Web chat, email, and more – by defining the conditions for random, scheduled, selective, or full-time recording.

 Automatic delivery of calls for evaluation

Automatically delivers contacts for evaluation, so supervisors can focus on improving agent performance, rather than on the mechanics of collecting calls. The Smart Inbox can be customized to receive a precise quota of calls per agent or calls that meet specific contact-related criteria, such as calls of a certain duration.

 Intelligent, customizable evaluation forms

Enables forms to be rapidly designed and customized to your business objectives. Evaluation forms can incorporate many types of questions, default answers, free-form comments, and preset reason codes, simplifying completion.

 Performance management

Enables agents to view their quality scores and listen to evaluated calls from their desktops for a better understanding of how to improve performance.

 Unified evaluation and playback workspace

Improves the efficiency of the evaluation process, helping to make supervisors more efficient.

 Synchronized audio and screens

Streamlines the evaluation process.


Automatically assigns and delivers eLearning sessions directly to employee desktops based on scorecard results and quality monitoring evaluations.

 Comprehensive reporting

Delivers information to supervisors and managers.

While traditional QM yields important insights for addressing contact center issues, it usually does not cover activities that occur outside of the contact center, but that nevertheless affect contact center call volume and performance. Optional speech and data analytics can help you zero in on the interactions that matter most to your organization, including:

      •  Business issues, such as regulatory compliance or a new sales campaign

 Customer experience indicators, such as emotional calls or escalations to supervisors

 Customer churn triggers, such as competitive threats or back-office process problems

 Market segments, such as VIP customers or customers in locations with high per capita income

Audiolog Interaction Quality – A Powerful Solution for Small and Mid-Sized Contact Centers

Audiolog Interaction Quality provides a range of capabilities to enhance performance and productivity in smaller contact centers. Its intuitive, browser-based interface places call selection, playback, evaluation, and scoring functions within easy reach, enabling supervisors to retrieve and play back recordings and screens and evaluate agent performance right from the desktop.

With Audiolog Interaction Quality, evaluation forms can be quickly and easily designed to address specific products and programs. Supervisors can view performance details, summaries, and trends in an array of standard and customizable reports. And they can use this intelligence to identify agent skill gaps and provide targeted coaching, pinpoint and address process inefficiencies, and understand how to deliver a superior customer experience that builds customer loyalty and boosts customer value.