G2

Aries B.

Technology Analyst | Verint SaaS - Digital Solutions

Information Technology and Services

Enterprise (> 1000 emp.)

11/5/2025

"Effortless Agent Monitoring with Intuitive Playback and Customizable Evaluations"

5/5

What do you like best about Verint Quality Management?

As I started using Verint QM it made my task easier to monitor and evaluate agent performance. I am so amazed by the interfaces when playing back Audio and screen recording, and I can easily identify areas of improvement. I can also customize the evaluation forms, whose scoring is more consistent and is aligned with our organization's goals. Review collected by and hosted on G2.com.

What do you dislike about Verint Quality Management?

There are some instances when I am playing back calls, and playback is a bit slow when loading long calls. I also notice that navigating between different evaluations can take extra steps. I need to take some time to get used to all the features, especially if you are a new user. But once you are familiar with it, it will work fine, and it will make your daily tasks easier. Review collected by and hosted on G2.com.

What problems is Verint Quality Management solving and how is that benefiting you?

Verint QM helps me monitor and evaluate agents' performance more efficiently. Before, tracking quality of calls was more complicated, but with Verint QM, I can easily review call recordings, evaluate interactions, and it is quickly identify training opportunities. And it helps me a lot to maintain quality standards and ensure my agents deliver a better customer experience. It saves time and improves my accuracy in all of my quality assessments. Review collected by and hosted on G2.com.