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Verint Engagement Data Hub Reviews & Product Details

Verint Engagement Data Hub is a comprehensive solution designed to capture, normalize, and manage interaction data across various communication channels within an organization. By consolidating data from voice calls, digital interactions, and collaboration platforms into a unified hub, EDM enables businesses to gain a cohesive view of customer engagements, facilitating enhanced decision-making and operational efficiency. Key Features and Functionality: - Enterprise-wide Interaction Data Hub: EDM normalizes multimedia interaction data and organizes it consistently, making it easily consumable for applications and data lakes. - Ingestion and Capture: The solution offers a broad set of APIs and adaptors to integrate data from various customer engagement sources, including CCaaS, UCaaS, and collaboration platforms. - Enrichment: EDM supports data enhancement through Verint and third-party analytics, as well as a free enrichment API. - Data Management: It provides granular control over data access and retention, ensuring the integrity, reliability, accessibility, and lifecycle management of all data. - Compliance: EDM enforces workflows to support best-practice data governance, security, and compliance, adhering to regulations such as PCI-DSS, HIPAA, Dodd-Frank, GDPR, and MIFID II. Primary Value and Problem Solved: Organizations often struggle with fragmented interaction data spread across multiple systems and channels, leading to data silos that hinder effective analysis and decision-making. Verint EDM addresses this challenge by consolidating disparate data into a single, cohesive hub, enabling businesses to: - Gain comprehensive insights into customer and employee behaviors. - Enhance decision-making processes with unified data. - Ensure compliance with industry regulations through robust data governance. - Improve operational efficiency by reducing the complexity and cost associated with managing multiple data sources. By leveraging Verint EDM, organizations can unlock the full potential of their engagement data, driving better business outcomes and customer experiences.

Seller

Verint

Discussions

Verint Engagement Data Hub Community

Overview by

Adrienn Tordai (Peer Review Programs at Verint)

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UB

Verified User in Banking

Mid-Market (51-1000 emp.)

1/5/2024

"Best platform for all of your recording and QM needs"

5/5

What do you like best about Verint Engagement Data Hub?

I love that there are so many options when searching for calls. There are also shared inboxes that take the manual work out of tracking who has listened to and evaluated each call. The calibration feature is also an amazing feature that has helped us cut this process in almost half due to the information we are able to obtain from reporting. Review collected by and hosted on G2.com.

What do you dislike about Verint Engagement Data Hub?

My main pain point is not being able to manipulate the Interaction Review Screen. I would love for the form to be able to be broken out into a seperate window like the screen recording screen is able to do. Review collected by and hosted on G2.com.

UB

Verified User in Banking

Enterprise (> 1000 emp.)

5/23/2023

"Useful software for evaluating calls."

4/5

What do you like best about Verint Engagement Data Hub?

I like that verint is comprehensive offering a lot of useful tools for evaluations, the screen recording, transcriptions and thorough tracking of what occurred on calls with the tags section can also be very useful for quickly finding relevant information on calls. Review collected by and hosted on G2.com.

What do you dislike about Verint Engagement Data Hub?

The program is occassionally prone to freezing up or being unable to go back to a previous page that was visited which can be somewhat disruptive. The transcription isn't always accurate on top of this. Review collected by and hosted on G2.com.

NN

Neelabh N.

Associate System Engineer

Enterprise (> 1000 emp.)

1/25/2022

"Verint complete wfm package"

4/5

What do you like best about Verint Engagement Data Hub?

Verint has quite simple UI, and supervisors can access all the recordings provide score to agents , live monitor their agents very easily. I haven't used or worked on other wfm tools but Verint was able to solve all of our requirements. Review collected by and hosted on G2.com.

What do you dislike about Verint Engagement Data Hub?

Maintaining Verint infrastructure is quite difficult task and requires deep troubleshooting if something is broken and requires L3 support. Verint has been releasing patches to fix small issues. Review collected by and hosted on G2.com.