Gist is a unified marketing, sales, and support platform. It includes live chat, a help desk, knowledge base, email marketing, marketing automation, opt-in forms, and more.
$29
per month
Verint Workforce Engagement (discontinued)
Score6.9 out of 10
N/A
Verint Workforce Engagement (formerly Workforce Optimization) was a suite of software, combines workforce management capabilities and analytics. The suite included Verint Knowledge Management, Verint Automated Quality Management (for agent improvement), and speech analytics capabilities.
The product is discontinued.
If your marketing model is selling products, services, or SAAS where you are doing inbound marketing and your website will do most of the lead generation and conversion, this is a great product. From live chat, support, event tracking, and automation, you could almost put your entire business on autopilot. If your marketing model is mostly outreach to cold leads and conversion, this software currently does not have any type of sales stages or task generation. I would still use Gist for website inbound but use another software for outreach and cold leads then when they become a lead put them into Gist for marketing automation.
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
On a whole Verint WFO is well suited to our business, it provides exactly what we need for forecasting & scheduling along with an very intuitive holiday booking system, throw in the adherence piece and score cards that are available all in all the system is very robust. It is easy to use once you've received the proper training provided by Verint and they are always on hand to support when issues arise, but in the last 5 years I have had roughly 4 issues and 1 of those was my own mistake and not the system so I think that is a strong point for them.
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
Customer service via a unified inbox so you dont have to separately monitor your twitter, Facebook or IG account for consumer communication there. Gist unified all into one inbox, better than anyone else I've seen in the market. They archive all communications and tie them back to a single user so you get unified customer history / data.
Marketing segmentation and automation: they track user history and behavior across the site and have super detailed segmenting capability, on par with ActiveCampaign's, but better I'd say. Better UI for the marketing admin person, and more unified data than in AC.
Live chat and chatbot. Usually it's either one or the other but with Gist you can do both seamlessly.
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
Verint Workforce Optimization has the ability to schedule blended shifts, e.g. agents could theoretically be on chats in the morning, phones for an hour after lunch, then back on chats in the afternoon.
Automated task scheduling - educated planning.
We'll be able to automate the scheduling of meetings, training, or coaching without impacting service levels. For team leaders, this will alleviate the need to guess the most appropriate timings.
Scorecard reporting –Visibility over performance.
Scorecards are a ‘one-stop-shop’ to view individual performance. They allow for performance-based data capture and reporting, giving greater transparency and access to data on performance at an agent level.
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
Plan limits can be confusing. For example, there is a monthly charge for support and a monthly charge for "growth," plus there's a separate charge depending on how many contacts and seats you have. Perhaps this is normal in the industry, but it can make it a little challenging to understand the bill every month.
The vast amount of features means development will never be as fast as you'd like it to be (even though they release updates all the time). This may not actually be a valid concern, and it certainly isn't unique to Gist (who doesn't have a wishlist they're waiting on their favorite SaaS to get to?), but I do believe the likelihood of being stuck without your desired feature being developed goes up a lot as the product gets bigger and bigger.
Email deliverability has been less than perfect in the past, but it has improved drastically in the last year.
I think the system needs better documentation, hard to find all the features and where to configure things
I think the system should come with all the plugs in upgrades they change you extra for, a little to much nickel and dimeing on getting all the needed features
Email notifications for out of adherence were sometimes inconsistent, and this was not fixed with all the different upgrades and patches on WFM version 10.1
Gist is a quite reliable service with a lot of added values. We don't need to pay for different Saas for these important features. If I had an issue the team was super responsive and helpful, that is essential for every business. The email delivery is great, so virtually no email has landed into spam folder
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
Honestly, from what I hear from other industry experts, other WFO systems have the same support issues we have with Verint. We know the product and the system is maturing and becoming more stable. The business has no issue with the Verint product and is seeking to grow not only what we have in place today, but are very interested in other products, such as BackOffice Analytics, that Verint has to offer. I would just love to see a stronger partnership with Avaya.
It’s pretty simple, but it does a lot so there are more complicated features which depend on an individuals ability for software implementation. I am not an IT expert and I’ve managed to implement everything myself, others that are more tech-minded may find everything easier.
Fantastic support. Ask a question, get an answer within 24 hours every time. And sometimes within a few minutes. They've always come through for me, helpful and, even when it's an issue on my end, they point me in the right direction.
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
Gist combines all our previous products into one application and adds many more features that would require more apps. Gist is excellent and a no-brainer all-in-one application when compared to having to manage multiple applications at higher cost. The support from the whole Gist team has been extremely responsive.
Nice - a little more costly than Verint. Qfiniti - no comparison - Verint is so much more!! Automony Aspect We 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.
They are perfect for me as a someone who needs a lot of bang for the buck. The chat messenger device on my website alone has brought me new prospects that I did not have to spend money recruiting.
I am able to save hours of time with the automated emails that are GDPR compliant.
I don't have to pay for a designer to have excellent looking emails either.
