Dialpad Ai Contact Center is an inbound or outbound call center platform and solution, that helps companies connect with customers across all channels and skip the repetitive questions, retaining reviewable conversations and context history.
$80
per month per user
Verint CX Automation
Score 8.2 out of 10
N/A
Verint CX Automation is a contact center platform designed to lower an organization’s costs while simultaneously elevating its CX.
N/A
Pricing
Dialpad Support
Verint CX Automation
Editions & Modules
Essentials
$80
per month per user
Advanced
$115
per month per user
Premium
$150
per month per user
No answers on this topic
Offerings
Pricing Offerings
Dialpad Support
Verint CX Automation
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
Required
Additional Details
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Verint offers a start-anywhere approach, meaning you only pay for the bots you choose to implement rather than having to purchase the whole platform.
Pricing structure: Verint's pricing options include named employee and volume-based models. Verint provides the ability to flex up and flex down, and swap licenses for bots as needed.
We have a mix of Dialpad Support and regular Departments in Dialpad Support - we mostly use Dialpad Support for our high-volume area or areas we need to keep track of in more detail. In our smaller clinics, with few staff, Dialpad Support doesn't make sense to use to we have them setup as Departments instead.
Well suited for advocate process streamlining - being able to assist advocate/agents with processes and guidelines. Also able to deliver automated work vs manual to assist with call. We need to enhance the back end data to support integration with other bots and data acknowledgment. I have found the tools we are building very helpful to agents/advocates, but to create an output based on these tool to monitor behavior has ben challenging
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.
I have never had any issues with getting a problem resolved. The dialpad support team is responsive and extremely helpful. As busy as our business is getting, having the AI transcripts and call recordings aid us in being more task productive when helping patients. Other than the patient aspect of it, having no hardware maintenance is amazing
I always get great customer service when I need help. Even if i just decide to chat online instead of calling in. The reps are always so nice and the customer service is always amazing. I have never had any complaints. Usually my issues are pretty simple and they never make it harder than it needs to be
Based on my personal experience and the experience I have seen and heard from others in the industry. While I cannot disclose specific details on my personal experience, I feel like most who have used it have benefitted from its usability
We looked at Aria, but we already had Dialpad Support and decided just to move forward with more features. I think the familiarity with the Dialpad app and the basic features made the addition of new features a much more seamless process rather than attempting to try dual software.
We have the five9 version of Verint CX Automation which took the place of Business IC Manager. The ease of use and real time coaching capabilities have been instrumental to give immediate coaching and understanding what our customer agents are doing at any given time. The canned reporting and transcription could improve.
The callback feature has saved clients a lot of hold time
The voicemail system has allowed cases to be handled properly by client's being able to leave a message for the proper agent
The Ai transcript feature has helped dozens of agents, as well as the company, avoid a lot of hassle, time, and lost money due to verifying conversations and information that normally would be much harder to confirm without it
