MiContact Center vs. Verint CX Automation

We used to have Cloudagent from Ozonetel and due to multiple downtimes and frequent disconnects, It is a good tool for a well-settled call center but is not suitable for startups due to high procurement costs. But the sophistication makes up for the lack of support from the team. The tool is absolute bliss.

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.

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

• Call forwarding
• Voicemail
• Detailed contact list

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

• 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

Incentivized

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

• Can be little economic
• Hustle to find the right analysis
• Support can be improved

• 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.

Incentivized

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

The product delivers, the product is flexible, it is quick to implement, and quick to get folks onboarded and using the software. The flexibility to start small and try things as you go is great. We have a business case for both the board and the agents, so everyone gets the value.

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

- Great Tool for contact center who would like to have all the processes under single roof - Premium features and best analytics to understand the process metrics - We have been able to onboard new joiner's easily without much support form the MITEl team and they have been working ever since.

I found Verint CX Automation more dependable than others. Cost effectiveness as compared to other product in market which are less on work more on money. It's AI facility helps me multitasking and focus on inter department work all together and meet the client requirements on time every time without any glitches.

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

• It keeps all side of our company connected
• Helps facilitate remote work

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

• 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