Software for evaluating agent calls against scorecards. AI-assisted scoring automates 100% of interactions vs random sampling.
QM (Quality Management)
Software for evaluating agent calls against scorecards. AI-assisted scoring automates 100% of interactions vs random sampling.
QM stands for Quality Management (also Quality Assurance, QA) — software for evaluating agent interactions against scoring rubrics. AI-assisted QM evaluates 100% of interactions automatically. NICE Enlighten, Genesys Quality, Calabrio QM and Verint QM lead the QM-specific market.