[24]7 Assist vs. Verint Workforce Engagement (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
[24]7 Assist
Score 9.0 out of 10
N/A
[24]7 Assist call center agent to best serve customers across digital and voice engagements. Assist includes three options: Digital Assist Assist Widget for CRM Active Share Digital Assist is a unified, AI-powered agent console for messaging apps and chat interactions. Assist Widget for CRM provides native and custom connectors to embed Digital Assist into your customer relationship management (CRM) and enterprise systems for a holistic view of…N/A
Verint Workforce Engagement (discontinued)
Score 6.9 out of 10
N/A
Verint Workforce Engagement (formerly Workforce Optimization) was a suite of software, combines workforce management capabilities and analytics. The suite included Verint Knowledge Management, Verint Automated Quality Management (for agent improvement), and speech analytics capabilities. The product is discontinued.N/A
Pricing
[24]7 AssistVerint Workforce Engagement (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
[24]7 AssistVerint Workforce Engagement (discontinued)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
[24]7 AssistVerint Workforce Engagement (discontinued)
Top Pros

No answers on this topic

Top Cons

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Best Alternatives
[24]7 AssistVerint Workforce Engagement (discontinued)
Small Businesses
8x8 Contact Center
8x8 Contact Center
Score 7.7 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.7 out of 10
Medium-sized Companies
Eleveo
Eleveo
Score 8.9 out of 10
Eleveo
Eleveo
Score 8.9 out of 10
Enterprises
NICE Adaptive WFO
NICE Adaptive WFO
Score 8.5 out of 10
NICE Adaptive WFO
NICE Adaptive WFO
Score 8.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
[24]7 AssistVerint Workforce Engagement (discontinued)
Likelihood to Recommend
9.0
(1 ratings)
8.5
(11 ratings)
Likelihood to Renew
-
(0 ratings)
7.2
(8 ratings)
Usability
-
(0 ratings)
8.0
(1 ratings)
Support Rating
-
(0 ratings)
9.0
(2 ratings)
Implementation Rating
-
(0 ratings)
8.0
(2 ratings)
User Testimonials
[24]7 AssistVerint Workforce Engagement (discontinued)
Likelihood to Recommend
[24]7.ai
It is well suited to companies who have large numbers of Inbound-Outbound call traffic. And where the number of agents handling such calls is very large (>10,000). For companies having less call traffic, this solution won't be cost-effective. Also, it is appropriate for companies looking to improve their CSAT score.
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Verint
On a whole Verint WFO is well suited to our business, it provides exactly what we need for forecasting & scheduling along with an very intuitive holiday booking system, throw in the adherence piece and score cards that are available all in all the system is very robust. It is easy to use once you've received the proper training provided by Verint and they are always on hand to support when issues arise, but in the last 5 years I have had roughly 4 issues and 1 of those was my own mistake and not the system so I think that is a strong point for them.
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Pros
[24]7.ai
  • It supports chat & multiple messaging channel interactions from a single terminal
  • Native & Custom integrations enable embedding widgets into the existing CRM systems
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Verint
  • Blended forecasting – shift variety.
  • Verint Workforce Optimization has the ability to schedule blended shifts, e.g. agents could theoretically be on chats in the morning, phones for an hour after lunch, then back on chats in the afternoon.
  • Automated task scheduling - educated planning.
  • We'll be able to automate the scheduling of meetings, training, or coaching without impacting service levels. For team leaders, this will alleviate the need to guess the most appropriate timings.
  • Scorecard reporting –Visibility over performance.
  • Scorecards are a ‘one-stop-shop’ to view individual performance. They allow for performance-based data capture and reporting, giving greater transparency and access to data on performance at an agent level.
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Cons
[24]7.ai
  • The User Interface can be improved & made to look much more contemporary & next-gen
  • Implementation can be made more simpler
  • Training & Troubleshooting knowledge transfer can be improved
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Verint
  • I think the system needs better documentation, hard to find all the features and where to configure things
  • I think the system should come with all the plugs in upgrades they change you extra for, a little to much nickel and dimeing on getting all the needed features
  • Email notifications for out of adherence were sometimes inconsistent, and this was not fixed with all the different upgrades and patches on WFM version 10.1
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Likelihood to Renew
[24]7.ai
No answers on this topic
Verint
Honestly, from what I hear from other industry experts, other WFO systems have the same support issues we have with Verint. We know the product and the system is maturing and becoming more stable. The business has no issue with the Verint product and is seeking to grow not only what we have in place today, but are very interested in other products, such as BackOffice Analytics, that Verint has to offer. I would just love to see a stronger partnership with Avaya.
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Usability
[24]7.ai
No answers on this topic
Verint
Because its great
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Support Rating
[24]7.ai
No answers on this topic
Verint
Because its excellent tool
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Implementation Rating
[24]7.ai
No answers on this topic
Verint
I do not have any key insights regarding implementation of Verint
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Alternatives Considered
[24]7.ai
[24]7 Assist offers better value for money & much higher level of customization as compared to other solutions. The AI feature works well & the integration with existing CRM is very smooth. Unified desktop interactions for chat & multiple channel messaging are very effective features of the solution & enable agent interaction much more fructified.
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Verint
Nice - a little more costly than Verint. Qfiniti - no comparison - Verint is so much more!! Automony Aspect We selected Verint because of the options that were well suited for our organization. There are several providers that do not compare against these top providers so remember...you get what you pay for. You have to think of it in terms of the value in addition to the "need at hand" that this system can bring to you.
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Return on Investment
[24]7.ai
  • Improved CSAT score
  • Operating cost saving up to 30%
  • Better Customer engagement & 20% more lead conversion
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Verint
  • The system require constant manual oversight to keep it running. The Monitoring tool provided is very unstable and cannot be relied upon.
  • User Administration is cumbersome and time-consuming. There is a lot of redundant effort required to set up new users.
  • The integration between WFM and the Recording platform is shaky, and will often stop syncing for now apparent reason.
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ScreenShots