CloudTalk vs. Verint CX Automation

Cloudtalk is by far the best value-for-price software out there for call center solutions. Packed with features, very accessible, kind and accessible customer support, and cheap, especially when compared with their competitors for the same range of features. Easy entry-level software, especially if you're a startup that doesn't want to make big initial commitments but needs a solution that scales with the business.

Wrap Up Bot is a game changer for Contact Centers. The problem statement was that our agents write notes in a variety of ways- short, long, or no notes and some AHTs are over 16 minutes long. What we have achieved with Wrap Up Bot is amazing, saving over 1 min 30 secs. Standardizing notes so every agent has a succinct summary of the previous customer interaction helps improve the customer experience. Agents are spending less time on ACW so they can jump onto the next call. QA/QC processes have also improved with a standard notes template, making it easier and quicker to monitor and evaluate.

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• It's extremely simple to install and integrate
• Their smart dialer option reduces time spent typing in number and helps make more calls
• It makes life super easy to keep track of calls being made and how long calls are but also to listen back on calls made

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• High-quality call transcriptions
• Ability to automatically categorize calls
• Co-pilot for agents
• Transcrições de ligações com qualidade
• Possibilidade de tabular ligações automaticamente
• Copiloto para atendentes

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• A lot of features are still missing, some of which are pretty basic like being able to select multiple filters instead of one.
• Desktop app has had some instability issue.
• IVR needs to be self-recorded which can lead to a lower quality.

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• As someone who learned WFM and Verint CX Automation early this year the UI menus (how and where things are broken down) is not intuitive.
• Verint CX Automation can be a great resource but it's difficult to navigate and bookmarked pages get moved. For example the "What's New" page and corresponding Coming Soon in WFM and behavior changes pages have been moved twice in the last few months alone.
• The security privileges are also not very user friendly. When trying to trouble shoot what additional access needs ot be given to someone to gain access to a specific feature in the system it's not intuitive.
• Your release notes have changed sections and are not consistently published in the same place for availability. This inhibits our organization from reviewing them in advance and preparing for any changes or bug fixes we were unaware of and to setup our lab for testing.

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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

It is working and affordable

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Invited by the Vendor

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

CloudTalk is super easy to use and has a great quality. It helps to communicate with the clients easily and we can feel that the sound quality is high, while speaking to the client and while listening to the recordings. This is for our department essential in our day to day work.

It would be great if they help guide and user guide gave more real or true business examples. If there was a full section on how to set up different types of telephony based questions or a section focused on specific type of questions, it would help a lot with the configuration of Quality Bot

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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

They are skilled, experienced, and anytime I need something and contact the support time, I get the right person who understands my needs and reacts to them accordingly. So far I was only pleasantly surprised by the level of support these guys provide and coming from a customer service oriented background myself, I can only say keep it up guys, you are doing a fantastic job!

It was a gamble if I'm being honest, plus this is a very nuanced and intricate topic. We didn't necessarily substitute one for the other, it was a much needed state of affairs where we needed the call monitoring and agent tracking pros of CloudTalk more so than ever before.

This has been used to evaluate the various agentic use cases that can be implemented, alongside the agent assist solution for both voice and digital channels. There is some good analytics to be gained from the AI voice conversations at bot and agent level, this can be used to improve the bot capabilities.

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• For a similar price it is not necessary to manage so many cell phone accounts
• Unlike basic telephony. It is possible to have more control of the interactions with our clients.
• For administrators it allows better control of commercial actions or the corresponding area for communication issues

• Verint CX Automation lacks the Training expertise to assist clients to make the best of the software
• If existing Verint WFO/WFM experience exists on staff, Verint CX Automation can be taken to the next level.
• The product and company itself is rock solid, you can never go wrong with Verint as the name itself brings confidence to businesses

Incentivized

Independently Invited by TrustRadius

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