ACE vs. Verint Quality Bot

It’s a great way to process transactions depending on the logic of your applications. Real-time tracking for logs can be monitored via the backend; however, we cannot pinpoint which transactional logs it is. We usually ask the DB admin to provide the ACE entry and exit logs for this. I would love to have that functionality readily available at any given time, without relying on the other team.

I think Verint Automated Quality Management is very well suited for QA processes that are manual and which the primary interface is the Verint UI and everything is done sequentially. One issue we have encountered is that Verint Automated Quality Management does not allow draft evaluations to be shared between users or visible outside of the user who created them. This has caused us to need to tweak our processes and it's a feature I wish Verint Automated Quality Management supported.

Incentivized

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• Process APIs.
• Activity Logs.
• Applications or bar files.

• Audits all calls that qualify
• Quality Bot is exceptional at creating an easy process
• Reporting is easy to follow and present

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• Detailed transactions.
• Only DB transactional logs.
• Setup and configuration.

• The Verint API does not support QM or Verint Automated Quality Management features fully.
• The API options that are supported are not well documented which has caused us a great deal of difficulty in integrating QM with our existing tools and environments. Better API support would be a game changer for us.
• In the non-SAAS deployments Verint Automated Quality Management does not support AI based automation yet which is a disappointment for us.

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The product does exactly what it is advertises. We can build custom solutions for any line of business at any time.

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It is a very great tool, user-friendly even. You just need to get your head in and immerse yourself in the tool so you can manage and tweak its configuration to suit your liking and performance. The support team is an A-plus since they are available most of the time.

Access cannot be restricted in the form designer at the form level. In order to give admin access for AQM it opens up access to all form. In a company with multiple organizations, we wouldn't want others to be able to modify forms.

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I had no support issues

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Overall, the features around QM and especially Verint Automated Quality Management seem better than what we've used in CXOne. One thing that has been somewhat better with CXOne as mentioned earlier is better support of their API access to the application for integration with our existing apps.

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Everything is customizable

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• Fast deployment.
• Easily manageable dashboard.
• Straightforward UI.

• We have only recently begun deploying Verint Automated Quality Management and our experience on this in terms of ROI is still developing. We see potential but so far in the migration we've had a lot of setup challenges getting migration evaluation forms into Verint which have delayed our ROI.
• Having a single interface for all QM activities has been a positive for us.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info