11 Ratings
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Score 7.4 out of 101
22 Ratings
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Score 7.5 out of 101

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Likelihood to Recommend

8x8 Virtual Contact Center

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.
Michael Furman profile photo

Verint Workforce Optimization

Understand the architecture that the release of Verint you are purchasing will require then determine if the IT infrastructure teams are able to support what Verint requires. Our database teams need to maintain an archaic SQL solution solely for Verint so understanding what is required before making this large capital investment is pertinent.
Beth Seymour profile photo

Feature Rating Comparison

Contact Center Software

8x8 Virtual Contact Center
8.4
Verint Workforce Optimization
Agent dashboard
8x8 Virtual Contact Center
8.1
Verint Workforce Optimization
Validate callers
8x8 Virtual Contact Center
7.9
Verint Workforce Optimization
Outbound response
8x8 Virtual Contact Center
9.2
Verint Workforce Optimization
Call forwarding
8x8 Virtual Contact Center
9.0
Verint Workforce Optimization
Click-to-call (CTC)
8x8 Virtual Contact Center
8.4
Verint Workforce Optimization
Warm transfer
8x8 Virtual Contact Center
8.4
Verint Workforce Optimization
Predictive dialing
8x8 Virtual Contact Center
7.3
Verint Workforce Optimization
Interactive voice response
8x8 Virtual Contact Center
7.7
Verint Workforce Optimization
REST APIs
8x8 Virtual Contact Center
8.2
Verint Workforce Optimization
Call scripts
8x8 Virtual Contact Center
9.0
Verint Workforce Optimization
Call tracking
8x8 Virtual Contact Center
8.6
Verint Workforce Optimization
Multichannel integration
8x8 Virtual Contact Center
9.1
Verint Workforce Optimization
CRM software integration
8x8 Virtual Contact Center
8.5
Verint Workforce Optimization

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.3
Verint Workforce Optimization
Inbound call routing
8x8 Virtual Contact Center
9.6
Verint Workforce Optimization
Omnichannel inbound routing
8x8 Virtual Contact Center
9.1
Verint Workforce Optimization
Recording
8x8 Virtual Contact Center
8.2
Verint Workforce Optimization
Quality management
8x8 Virtual Contact Center
8.8
Verint Workforce Optimization
Call analytics
8x8 Virtual Contact Center
8.1
Verint Workforce Optimization
Historical reporting
8x8 Virtual Contact Center
7.8
Verint Workforce Optimization
Live reporting
8x8 Virtual Contact Center
9.0
Verint Workforce Optimization
Customer surveys
8x8 Virtual Contact Center
5.5
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
  • Verint offers a complete suite of integrated products for Contact Centers
  • Call recording is consistent
  • Calls are reliably encrypted for security purposes.
No photo available

Cons

  • Software client would be ideal for specific cases
Danny Fuentes profile photo
  • I'm actually really hard pushed to find anything that I struggle with when using Verint. It is an extremely good system, if I had to be picky I would say the only thing that slightly annoys me is the new tab format in version 15.1.
Rebecca Hunt profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Verint Workforce Optimization7.2
Based on 8 answers
The cost of ownership is very high. The annual maintenance agreement is astronomically expensive, as are user licenses. Simple projects require extensive pro fees, as the system is locked down so that we cannot do routine jobs (such as license updates) on-staff. Verint project managers are ineffective, we often have to guide them through the project ourselves. Support staff is unfamiliar with our environment, and we have to teach them as we work through issues. Support for version 10 is 100% off-shore, which requires us to work evenings to troubleshoot due to the time zone difference
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

8x8 has a more modular pricing structure that worked better for our organization. While some users require full PBX and Contact Center, others didn't require all the bells and whistles. 8x8 allowed us to pick and choose the features we needed based on the need of our users.
Danny Fuentes profile photo
Nice - a little more costly than Verint.Qfiniti - no comparison - Verint is so much more!!Automony AspectWe 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.
Joyce Schofield profile photo

Return on Investment

  • Reduction of assets on our data center to operate the phone system.
  • Does not require certified training to manage.
Danny Fuentes profile photo
  • 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.
No photo available

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

8x8 Virtual Contact Center More Information

Verint Workforce Optimization

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

Verint Workforce Optimization More Information