Verint Intelligent Virtual Assistant (IVA) vs. Vymo

The IVA is very well suited to handle routine questions and basic actions that would typically require customer support. It may be a little more challenged handling edge cases but in those instances we have found it provides an easy transfer to a live agent

Incentivized

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For us in a large sales team, lead management becomes critical part and Vymo helped us in solving two main problems around assigning leads and nudging sales team to action on the leads.

• Use of Acknowledgment base and AI engines.
• F&Q.
• Automate process such as consults, modifications and cancel reservations.
• Execute triggers for notify customer reservations.

Incentivized

Invited by the Vendor

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• Capturing activities of leads and keeping it one place to refer back
• Allocating leads properly based on certain factors to our sales team
• The best part is nudges for action, this is something which helps a lot and differentiates from other products

• There is minimal documentation around what we can and can't do for IVA
• IVA seems to be a newer product so this is difficult when trying to implement new things
• IVA has a lot of non-Verint friendly terms (Think Prompt, vs. answer or Intent/Alternate vs. context).

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

• Overall I didn't found much. Maybe Nudges and actions could be improved a bit more to make sure sales team is taking actions on it.

While I enjoy the IVA product, there is still some fine-tuning of the platform that can be done. There are some nuances to the Verint platform, which can make it difficult to start quickly. We thought business users would be able to easily manage the work needed within the IVA platform for our business; however, with how complex we want to make the experience, that was not possible. We quickly realized we needed more support than just our business users, who were not familiar with how to add API information into a conversation flow. This is why we expanded to others within our business to support the tool.

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

Based on my experience. Once the client is familiarize with the AI and of course the AI company solution has been implemented correctly. We able to offer the customer a best service.

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

Verint Intelligent Virtual Assistant had more features and functionality than the Genesys product as well as customization and further options for internal system integration to our existing on-prem systems. In addition, we also had a rapport with other Verint products and were more familiar with their AI capabilities, making them the obvious choice.

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

We mainly selected Vymo because of its ability to provide nudges to action. Previously, it was managed by a leadership meeting that the sales team has missed actioning on some leads, but that used to be too late for business. Vymo not only helped us with basic capabilities around assigning and keeping track of all the actions but also recommended nudges and actions that could help convert the leads.

• Positive - Containment
• Negative - Customers animosity to bots
• Positive - Reduction of Calls
• Negative - Mishandled calls receive greater scrutiny than agents

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

• Overall it was positive for us to onboard new customers and grow our business.
• Reduce our leads to sales conversion time.
• Converting leads that was getting missed because of not taking proper action at right time.