8x8 Virtual Contact Center

6 Ratings
Score 7.5 out of 101

Verint Workforce Optimization

18 Ratings
Score 6.8 out of 101

Add comparison

Likelihood to Recommend

8x8 Virtual Contact Center

It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Bryan Simms profile photo

Verint Workforce Optimization

How long is the call recorded for?How many years will they be able to save the calls for?What is the quality of recording?Will the call recording be saved under the company's or Verint server database systems?What are the features that makes Verint unique from other different companies accross the world?
No photo available

Feature Rating Comparison

Contact Center Software

8x8 Virtual Contact Center
8.8
Verint Workforce Optimization
Agent dashboard
8x8 Virtual Contact Center
8.0
Verint Workforce Optimization
Validate callers
8x8 Virtual Contact Center
9.0
Verint Workforce Optimization
Outbound response
8x8 Virtual Contact Center
10.0
Verint Workforce Optimization
Call forwarding
8x8 Virtual Contact Center
10.0
Verint Workforce Optimization
Click-to-call (CTC)
8x8 Virtual Contact Center
8.0
Verint Workforce Optimization
Warm transfer
8x8 Virtual Contact Center
9.0
Verint Workforce Optimization
Predictive dialing
8x8 Virtual Contact Center
8.0
Verint Workforce Optimization
Interactive voice response
8x8 Virtual Contact Center
8.0
Verint Workforce Optimization
Call scripts
8x8 Virtual Contact Center
9.0
Verint Workforce Optimization
Call tracking
8x8 Virtual Contact Center
9.0
Verint Workforce Optimization

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.8
Verint Workforce Optimization
Inbound call routing
8x8 Virtual Contact Center
10.0
Verint Workforce Optimization
Recording
8x8 Virtual Contact Center
9.0
Verint Workforce Optimization
Quality management
8x8 Virtual Contact Center
9.0
Verint Workforce Optimization
Call analytics
8x8 Virtual Contact Center
8.0
Verint Workforce Optimization
Historical reporting
8x8 Virtual Contact Center
7.5
Verint Workforce Optimization
Live reporting
8x8 Virtual Contact Center
9.0
Verint Workforce Optimization

Pros

  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
Bryan Simms profile photo
  • Sheduling
  • Scorecards
  • Accurate statistics
  • Stable
Andrew Makula profile photo

Cons

  • For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.
Bryan Simms profile photo
  • 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
Andrew Makula profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Verint Workforce Optimization7.2
Based on 8 answers
Moving towards enterprise solutions, these products support that direction. The decision to renew will be made by others, however, based on current organizational direction this is my understanding.
No photo available

Usability

No score
No answers yet
No answers on this topic
Verint Workforce Optimization8.0
Based on 1 answer
Because its great
No photo available

Support

No score
No answers yet
No answers on this topic
Verint Workforce Optimization9.0
Based on 1 answer
Because its excellent tool
No photo available

Implementation

No score
No answers yet
No answers on this topic
Verint Workforce Optimization8.0
Based on 1 answer
I do not have any key insights regarding implementation of Verint
No photo available

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
We purchased a Dictaphone solution well over 15 years ago and that tranferred to Witness as a result of acquisition. We stayed with Witness since we were familiar with the product and it met the needs. Once Witness was purchased by Verint we stayed on board, primarily due to the partnership with Avaya. We have used Pipkins in the past for WFM but migrated to Verint due to the integration promises with QM and total recording and other peripherals that Verint offers.
Beth Seymour profile photo

Return on Investment

  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
Bryan Simms profile photo
  • Verint is meeting the needs of the business. Call center scheduling and shift bidding have greatly enhanced our agent productivity and call handling.
  • The demand for WFM and QM has exploded within this organization and the Verint product has become a mission critical solution to the organization. Other departments are realizing the value and see the impact that this tool has had and want to take advantage of it.
Beth Seymour profile photo

Pricing Details

8x8 Virtual Contact Center

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Verint Workforce Optimization

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details