ResellerRatings vs. Verint Workforce Engagement (discontinued)

ResellerRatings is a good tool for collecting ratings and quantifying how satisfied a user is with your website. It is relatively easy to implement and get setup and does have some pre-built widgets for adding reviews to your site. ResellerRatings does require a bit of training to get the hang of the administrative interface and it does require support staff to monitor, flag, and respond to reviews that are submitted (which can be a challenge depending on # of reviews and staffing levels).

Incentivized

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.

Incentivized

• Manually sending out review requests.
• Easy implementation.
• Responsive support team.

Incentivized

• 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.

Incentivized

• Seller Ratings are available, but Product Reviews for your company shouldn't be part of a paid package.
• Private/Public Replies should allow URLS to be clickable for ease-of-access.
• The "Reports" feature could be explained in more depth.

Incentivized

• 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

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.

Because its great

ResellerRatings support is pretty easy to get ahold of, and we usually got response within 24 hours.

Incentivized

Because its excellent tool

I do not have any key insights regarding implementation of Verint

We use both Trustpilot and ResellerRatings, as they handle slightly different aspects of services (product versus service).

Incentivized

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.

• ResellerRatings has had a positive impact on ROI by allowing us to quickly gather user ratings/reviews and integrate the aggregate review with Google's paid search ads (via star ratings showing in ads)
• ResellerRatings has also had a positive impact on our business by allowing us to collect reviews and display on our website without the need for internal development resources and IT work (which would have been very costly for us).
• One thing we had wanted to accomplish through the use of ResellerRatings was to display reviews on our website and provide that detail to Google in a consumable format which would result in star ratings showing in our organic search results. However, we were not able to accomplish this and Google never picked up our rating from the ResellerRating's widgets, so that was a bit of a letdown.

Incentivized

• 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.