430 Verint Open CCaaS Platform Reviews
Overall Review Sentiment for Verint Open CCaaS Platform
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Insight is easy to garner from the application! The tools make it easy to root cause and sum up the customer experience. Implementing new updates is easy in the cloud. Review collected by and hosted on G2.com.
Downsides? Hard to find any. The only one thing I can think of is a tiny piece of functionality that was lost in DPA when it was on prem. Review collected by and hosted on G2.com.
Very easy to integrate with other third-party ACD sources such as Cisco, Five9, Avaya, and so on Review collected by and hosted on G2.com.
The solution itself is very complex and confusing such as shift bidding, forecasting, scheduling, and request management. This should be automated and use of AI will really improve this solution. Review collected by and hosted on G2.com.
The app is very helpful, especially the screen recording feature. Review collected by and hosted on G2.com.
There are some calls that has no audio, bit still manageable. Review collected by and hosted on G2.com.
Verint WFM is so easy to use, it makes real time scheduling a breeze. It gives great suggestions on placing as many Advocates in the proper time slot to ensure we have maximum coverage. Review collected by and hosted on G2.com.
The only problem I find (and it's really not a big problem) is if we choose to make the schedules static, you have to manually enter in all the times for each day that has been forecasted. Review collected by and hosted on G2.com.
We have been able to implement 91 RTSA alerts for 18 speech categories. These alerts have been very helpful to our agents (coaches & case managers) in being able to better support the healtgh and wellbeing of our customers. Review collected by and hosted on G2.com.
Our company uses post call speech, AQM, and RTSA. All three of these tools utilize different commands/syntax which makes it difficult to apply learnings in one tool to another. Review collected by and hosted on G2.com.
It has drastically helped us reduce the amount of time creating and the accuracy of our schedules from our previous Word document schedule. Review collected by and hosted on G2.com.
It is very technically, with a lot of steps. If you are new to the workforce management world, it can seem overwhelming at times. Review collected by and hosted on G2.com.
The flexibility of the platform, the ability to customize features and functionality easily. It allows us to be agile in meeting our customers' needs. Review collected by and hosted on G2.com.
We have used many other platforms in the past and I can't find much that we don't like about the Verint Community. If anything would like to see improved spam moderation to keep up with AI spam as well as more analytics in the reporting, such as account-based or customer insights and reporting. Review collected by and hosted on G2.com.
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.
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.
The best thing about Verint Workforce Management are couple of things like effortless scheduling like its forecasting tool take the guesswork out of predicting the call volume so that it can ensure that every customer demand is fulfilled as it will check the efficiency of the available staff.
The next thing I like is flexibility for everyone as in rather it’s the supervisor or the agents. Like agents can do there request time on and off from there phone and whereases the supervisors can monitor the performance in the real time.
Also user-friendly interface. I found it relatively easy to learn and navigate, saving valuable training time. Review collected by and hosted on G2.com.
The only thing I kinda dislike is that though the VWM is user friendly but its a vast application as in it have a lot of feature and so to go through it will take a lot of time and will be requiring dedication to exploring all its functionalities. Review collected by and hosted on G2.com.
The Verint Workforce Management allows my contact center to effectively schedule and monitor agents and forecast and manage volume. The support we receive from Verint is unmatched. Verint is supportive of their customers and is forward thinking on the solutions we need to manage our business effectively. Review collected by and hosted on G2.com.
The reporting out of Verint is lackluster. The report center and adhoc reporting modules are dated and difficult to navigate. Review collected by and hosted on G2.com.
