Cisco WCCE Verint Automated Quality Add-On
The Cisco WCCE Verint Automated Quality Add-On provides automated quality management capabilities for your Cisco contact center environment, ensuring enhanced operational oversight.
- Automated Quality Monitoring: Gain insights into agent performance and customer interactions through automated scoring and analysis.
- Compliance Assurance: Ensure adherence to regulatory standards and internal policies with consistent, objective quality assessments.
- Performance Improvement: Identify coaching opportunities and areas for agent development to elevate customer service delivery.
- Operational Efficiency: Reduce manual review time and focus resources on strategic quality management initiatives.
Product Overview
Product Overview
This is a platform software license subscription for Cisco's WCCE (Workforce Contact Center Enterprise) platform, specifically the Verint Automated Quality Add-On. It unlocks advanced capabilities for automated quality management, enabling businesses to systematically evaluate and improve customer interaction quality.
IT Managers and IT Professionals in SMB and mid-market companies utilize this add-on to integrate automated quality scoring and analysis directly into their Cisco contact center operations, providing objective data for performance management and compliance.
- Automated Quality Scoring: Enables objective, data-driven evaluation of agent interactions.
- Performance Analytics: Provides insights into agent performance trends and areas for improvement.
- Compliance Monitoring: Helps ensure adherence to industry regulations and internal quality standards.
- Coaching Tools: Identifies specific interactions for targeted agent coaching and development.
- Operational Efficiency: Reduces manual effort in quality assurance processes.
This add-on is ideal for businesses seeking to optimize contact center quality and efficiency through automated, data-backed insights.
What This Enables
Automate Agent Performance Evaluation
Enable teams to automatically score agent interactions based on predefined criteria. Streamline the quality assurance process, reducing manual effort and increasing evaluation consistency.
cloud-hosted contact center, on-premises contact center, hybrid contact center deployments, unified communications environments
Improve Customer Interaction Quality
Streamline the identification of coaching opportunities by automatically flagging interactions that deviate from quality standards. Automate the delivery of targeted feedback to agents for faster performance improvement.
customer support operations, sales engagement tracking, technical assistance desks, service delivery teams
Ensure Regulatory Compliance
Automate the monitoring of agent adherence to industry regulations and internal policies. Protect your organization by ensuring consistent compliance across all customer interactions.
regulated industry operations, data privacy management, customer service compliance, security protocol enforcement
Key Features
Automated Quality Scoring Engine
Provides objective, consistent evaluation of agent interactions, reducing bias and manual effort.
Configurable Evaluation Criteria
Allows customization of scoring parameters to align with specific business goals and compliance requirements.
Performance Analytics Dashboard
Offers clear visibility into agent performance trends and areas needing improvement.
Interaction Playback and Annotation
Facilitates targeted coaching by allowing reviewers to pinpoint specific moments in calls or chats.
Integration with Cisco WCCE
Ensures a unified and efficient contact center management experience within the existing Cisco environment.
Industry Applications
Finance & Insurance
This sector requires stringent adherence to compliance regulations and detailed customer interaction monitoring for risk management and service quality.
Healthcare & Life Sciences
Ensuring patient privacy (HIPAA) and consistent service delivery in sensitive communications necessitates automated quality and compliance checks.
Retail & Hospitality
Maintaining high customer satisfaction and brand reputation relies on consistent service quality across all customer touchpoints.
Government & Public Sector
Public-facing services demand accountability and consistent adherence to protocols, making automated quality assurance crucial for operational integrity.
Frequently Asked Questions
What is the Verint Automated Quality Add-On?
It is a software subscription that enhances Cisco's Workload Contact Center Enterprise (WCCE) platform by providing automated tools for evaluating the quality of customer interactions.
What kind of interactions can be evaluated?
The add-on can typically evaluate voice calls, chat sessions, and other digital interactions handled through the Cisco WCCE platform.
How does this help with compliance?
By automating the quality assessment process, it ensures consistent adherence to regulatory standards and internal policies, providing an auditable record of compliance efforts.
Deployment & Support
Deployment Complexity
Medium — IT-assisted
Fulfillment
Digital Delivery
License keys / portal provisioning
Support Model
Zent Networks Managed
Renewal, add-license, and lifecycle management included
Subscription Terms
Cancellation
Cancel anytime — no charge on next cycle
You may cancel this subscription at any time. Cancellation takes effect at the end of the current billing period. You will not be charged for the following billing cycle. Access remains active through the end of the paid term.
Returns
Subscription licenses are non-refundable
Digital software licenses and SaaS subscriptions cannot be returned once activated or provisioned. Contact a Zent Networks account manager if you have questions before purchasing.