Khoros Care vs. Verint Workforce Engagement (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Khoros Care
Score 8.1 out of 10
Enterprise companies (1,001+ employees)
Khoros Care enables brands to serve their customers on their preferred digital channels, reducing costs and increasing customer satisfaction and revenue. It Offers: Web chat & messaging gives customers convenient, efficient channels to engage brands, while giving brands a single consolidated platform to manage customer engagements at scale. Supporting the widest range of digital messaging channels, including; web chat, in-app, email, Facebook, Twitter, Instagram,…N/A
Verint Workforce Engagement (discontinued)
Score 6.9 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.N/A
Pricing
Khoros CareVerint Workforce Engagement (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Khoros CareVerint Workforce Engagement (discontinued)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional DetailsPricing is variable based on the needs of the customer.
More Pricing Information
Community Pulse
Khoros CareVerint Workforce Engagement (discontinued)
Top Pros
Top Cons
Best Alternatives
Khoros CareVerint Workforce Engagement (discontinued)
Small Businesses
Simplify360
Simplify360
Score 7.8 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.7 out of 10
Medium-sized Companies
Emplifi Social Marketing Cloud
Emplifi Social Marketing Cloud
Score 8.8 out of 10
Eleveo
Eleveo
Score 9.1 out of 10
Enterprises
Emplifi Social Marketing Cloud
Emplifi Social Marketing Cloud
Score 8.8 out of 10
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 8.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Khoros CareVerint Workforce Engagement (discontinued)
Likelihood to Recommend
7.9
(113 ratings)
8.5
(11 ratings)
Likelihood to Renew
7.8
(80 ratings)
7.2
(8 ratings)
Usability
6.5
(8 ratings)
8.0
(1 ratings)
Availability
9.0
(2 ratings)
-
(0 ratings)
Performance
9.0
(2 ratings)
-
(0 ratings)
Support Rating
8.1
(10 ratings)
9.0
(1 ratings)
In-Person Training
9.0
(2 ratings)
-
(0 ratings)
Online Training
7.3
(1 ratings)
-
(0 ratings)
Implementation Rating
7.7
(73 ratings)
8.0
(1 ratings)
Ease of integration
6.4
(1 ratings)
-
(0 ratings)
Product Scalability
8.0
(78 ratings)
-
(0 ratings)
User Testimonials
Khoros CareVerint Workforce Engagement (discontinued)
Likelihood to Recommend
Khoros (Formerly Spredfast + Lithium)
Less Appropriate Scenarios- A fintech company has highly specialized or industry-specific workflows that are not easily accommodated within the standard capabilities of Khoros Care. In such cases, the platform may be less appropriate for businesses with extremely unique processes that require a high degree of customization. Well suited- financial institutions face a high volume of customer inquiries related to account management, transactions, and security concerns. Khoros Care's security features, automation capabilities, and integration with banking systems make it suitable for managing customer interactions in the financial services sector.
Read full review
Verint
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.
Read full review
Pros
Khoros (Formerly Spredfast + Lithium)
  • Tagging system - it's possible to add a wide variety of labels and categories
  • Search feature - being able to find users by conversation number, username, or keywords makes it easier to navigate old conversations
  • Easy system for assigning conversations to other users
  • When you claim a conversation, it gets removed from the queue. This is much more visually explicit than Khoros Marketing's queue, for example, where all content remains visible in the queue and a bookmark gets moved around to distinguish the point where other users left off
Read full review
Verint
  • Blended forecasting – shift variety.
  • 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.
Read full review
Cons
Khoros (Formerly Spredfast + Lithium)
  • Although there aren't any significant issues with the platform, there might be need for improvement in a few specific areas of the mobile application to increase and facilitate use.
  • The basic monotony of social media, I suppose, but it doesn't really speak poorly of the app.
Read full review
Verint
  • 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
Read full review
Likelihood to Renew
Khoros (Formerly Spredfast + Lithium)
Simply, there isn't anything on the market that is quite as personable as Khoros Care. After using a few different client messaging systems, this program gave the closest feel to in-person interaction that we could get during the COVID-19 epidemic and is an important part of our agency still to this day in 2023.
Read full review
Verint
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.
Read full review
Usability
Khoros (Formerly Spredfast + Lithium)
The ability to auto tag, manually tag, make notes, and "snooze" posts is extremely helpful. The efficiency of the work flow for agents is also a huge plus. It keeps agents moving quickly and prioritizing responses for the cases that need it most.
Read full review
Verint
Because its great
Read full review
Reliability and Availability
Khoros (Formerly Spredfast + Lithium)
No issues.
Read full review
Verint
No answers on this topic
Performance
Khoros (Formerly Spredfast + Lithium)
No issues.
Read full review
Verint
No answers on this topic
Support Rating
Khoros (Formerly Spredfast + Lithium)
Khoros Support has always very responsive and helpful when it comes to getting my issue/inquiry addressed. Their ticket portal is great for tracking any open tickets and they can be updated via the portal or by responding to the email thread. Support reps are always extremely knowledgeable and care about getting you taken care of
Read full review
Verint
Because its excellent tool
Read full review
In-Person Training
Khoros (Formerly Spredfast + Lithium)
The team received training (from the same executive team member who has been supporting us) over the web and this was of very high quality.
Read full review
Verint
No answers on this topic
Implementation Rating
Khoros (Formerly Spredfast + Lithium)
Implementing the platform was not a big hassle for our client, it was seamless and easy we just had to follow a few steps and it was done. Just scaling was a bit of an issue but it got resolved with time and a bit of effort at both ends
Read full review
Verint
I do not have any key insights regarding implementation of Verint
Read full review
Alternatives Considered
Khoros (Formerly Spredfast + Lithium)
Khoros is more than just a platform for social publishing. No other competitor provides the in-depth moderation and social listening services that they do. If you're looking for a one-stop-shop of a platform for all things social, this is the tool to be using. Others are better in usability and innovative functionality.
Read full review
Verint
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.
Read full review
Scalability
Khoros (Formerly Spredfast + Lithium)
Of course as the company grows owing to its growing customer base, they need to think of out-of-the-box solutions to offer its clients and customer satisfaction is one of them. Retention is very much needed in competitive environment like today and hence it becomes imperative for companies to find different ways to reach their client basis and fix their issues
Read full review
Verint
No answers on this topic
Return on Investment
Khoros (Formerly Spredfast + Lithium)
  • We have seen a positive shift of customers from reaching out to the Call Centre to the Social Care Team.
  • Monthly and Annual Reporting to keep track of performance and stats related to the team has been much easier to highlight areas for improvement (month2month and anually)
  • CSAT/NPS Survey results have increased via Khoros Care in comparison to the Call Centre.
Read full review
Verint
  • 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.
Read full review
ScreenShots

Khoros Care Screenshots

Screenshot of Lithium ResponseScreenshot of Keep agents focused with a single, prioritized to-do listScreenshot of Unify multiple channels in a single engagement hubScreenshot of Increase efficiency with advanced workflows and operational insights