SnapEngage vs. Verint CX Automation

It helps business grow, if your business is more reliable on marketing or if your business is in starting stage implementing SnapEngage to your website will give a kick start to your business because it helps to get close with the customers which are in need with those quick questions and responses we are getting from customers using chat agent.

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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

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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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

• Allows team members to see type in real-time before it is submitted. This enables us to gather information for responses in a more timely manner.
• We can see which of our team members are available, busy, or not-available.
• Ability to see some biographical information of chatters and to sync information with Salesforce.

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

• The admin dashboard is the hardest to navigate of any tool I've ever used! THere are 7 tabs in the left-hand panel. Just within the one tab that reads "Settings" (there is a separate tab for "My Account", also Permissions?) there are 9 tabs at the top (which include names like "Agent Settings", "Integrations", "Design Studio", "Options", "Hub"), then at least another 8 tabs WITHIN those 9 tabs, giving you a total of 14 different pages of settings to search through, again, JUST in the Settings tab. What the heck?!
• Something as simple as notification settings are spread throughout the 14 different settings pages mentioned above. Rather than having one area where you can enter email addresses for notifications, I've had to search through the 14 pages and use Ctrl+F on multiple occasions to fully remove a user from all the notifications they received. This should be much simpler!

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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

• 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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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

I give SnapEngage a 9 due to how successful our company has been while using it. Unless prices were raised by an insane amount, I don't see us using a competing service.

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

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.

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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

I have never needed to contact them for support.

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

We actually demo'ed LiveChat and LivePerson and besides SnapEngage having a better UI and ease of use, the support from their team was worlds and away above the rest. They let us run an extended demo, gave us constant support, and made sure we felt comfortable before we went live with the system.

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

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.

• It has allowed us to provide more service with a much smaller team than our phone team.
• It provides us with data helpful to not only ourselves, but our marketing team as well.
• It's customizable so it allows us to create and update our platforms immediately when needed.

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