6 Ratings
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Score 7.7 out of 101
18 Ratings
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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?
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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
  • They need to be more cohesive with their partnership with Avaya.
  • Too many issues on the system. Requires way too much care and feeding.
  • Sometimes it seems that their compatibility with the latest supported releases of SQL is behind the times. The infrastructure that Verint requires is old, for example, Windows 2008 servers required when the organization is on Windows 2012.
  • We were sold a product that was still several releases away..
Beth Seymour profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Verint Workforce Optimization7.2
Based on 8 answers
My current company is a smaller family owned business (about 1500 employees) so the cost of bringing in this platform and the costs associated are a little high for the company budget. As I will move into a corporate structure again at some point in my future, I am sure I will use Verint again.
Joyce Schofield profile photo

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
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

  • 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
  • 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

Verint Workforce Optimization

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