Verint Open CCaaS Platform Reviews

AI-Driven Insights: Users have highlighted the platform's speech analytics capabilities, noting that accurate transcriptions provide valuable insights into customer interactions, enhancing coaching opportunities and ensuring compliance. ​

Seamless Cloud Integration: The platform's cloud-based nature facilitates easy implementation and updates, allowing organizations to modernize contact center operations at their own pace.

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Recognition and Awards: Verint Open CCaaS has been recognized with several accolades, including the Best Customer Engagement Solution at the UC Today Partner Awards and the Best Use of AI at the 2024 CX Awards, underscoring its innovation and effectiveness. Review collected by and hosted on G2.com.

Learning Curve: Some users have reported a learning curve associated with the platform's administration, though this is often mitigated once mastered. ​

Integration Challenges: Certain businesses with unique models have faced challenges integrating the platform with existing tools, highlighting potential flexibility limitations. Review collected by and hosted on G2.com.

It’s a great system; everything is clearly communicated, and they are always looking for new innovations in this area, which is incredibly helpful. Scheduling is easy, and we currently spend less time on it compared to an average scheduling system. Review collected by and hosted on G2.com.

There is nothing i dislike about Verint. Review collected by and hosted on G2.com.

Flexibility and Customization:

Open Architecture:

Unlike traditional CCaaS, Verint Open CCaaS offers an open architecture, allowing businesses to choose and integrate best-of-breed vendors for various contact center operations.

Modular Approach:

The platform's modular design enables businesses to add new capabilities and integrations without disrupting ongoing operations.

Tailored Solutions:

This flexibility allows organizations to create solutions that precisely meet their unique needs, improving efficiency and customer satisfaction. Review collected by and hosted on G2.com.

high costs, limitations of first-generation CCaaS, and the difficulty of integrating legacy systems with the cloud. Additionally, some organizations may face challenges in educating staff and fostering collaboration across departments to fully leverage the platform's capabilities.

Elaboration: Review collected by and hosted on G2.com.

I like how customisable it is, you can really make it your own. It is very good on the safety and moderation front which is ideal for our needs. Review collected by and hosted on G2.com.

Been a little tricky linking the login B2C with our systems and not a huge fan of the text editor. Review collected by and hosted on G2.com.

As a new user of verint, I really appreciate the collection of documentation, announcements on relevant recent events and the market place to see additional plugins and features available to compliment the standard out of box experience. Review collected by and hosted on G2.com.

Navigation can be a bit tricky and would like to see more specific educational content linked to gamification to encourage learning. Review collected by and hosted on G2.com.

Speech Analytics is a very useful tool and having the capacity to extract transcript data easily allows us to use the text to merge with our external analytical tools and data lakes to use our own Suggestion models and phrase AI to find new terms or business centric phrases to incorporate to the language models to enhance what how we conduct business with our customers. Review collected by and hosted on G2.com.

Perhaps one of the things we have struggled with is that, being in a script heavy environment, we sometimes have a hard time reducing the "noise" of the scripted parts from the speech data to actually get to the juicy bits; but all in all the solution is a great asset to have and use whenever you want to measure the temperature of how your business responds to customer concerns. Review collected by and hosted on G2.com.

WFM helps us plan our colleagues days effectively for service but also for a great work/life balance Review collected by and hosted on G2.com.

On most screens it would be great to drills up and down to more / less data Review collected by and hosted on G2.com.

Verint Da Vinci Ai is the best thing that could've happened. It makes the process super easy. Review collected by and hosted on G2.com.

I have no dislikes! It's a well rounded software. Review collected by and hosted on G2.com.

new user to verint speech and voice analytics. really enjoying the learning process and capabilities. i am excited to continue to learn and use the product and discover the outcomes it can provide. working on patience as its not ready made and takes time to tune and adjust. integration has been simple, and i really appreciate communication from customer experience and trainers. Review collected by and hosted on G2.com.

nothing pof note so far. have to trust the process. Review collected by and hosted on G2.com.

Wfm is real easy to integrate into

Adapters and options for work from most other software applications that really help drive home ease of use and possibilities Review collected by and hosted on G2.com.

based in South Africa the software can get expensive quickly if converted from dollars but the ROI should be paying the tools Review collected by and hosted on G2.com.