Verint CX Automation

Score8.1 out of 10

52 Reviews and Ratings

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What is Verint CX Automation?

Verint CX Automation is a contact center platform designed to lower an organization’s costs while simultaneously elevating its CX.

Categories & Use Cases

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Screenshot of an overview of the Verint Platform

Screenshot of Verint Agent Virtual Assistant

Screenshot of Verint Knowledge Automation Bot

Screenshot of the Verint Channel Automation dashboard

Screenshot of Verint Workforce Engagement Management

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Screenshot of an overview of the Verint Platform

Interactive voice response
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
Category average: 8.9
Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 8.9
Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.1

Omnichannel inbound routing
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.3
Historical reporting
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
Category average: 8.6
Live reporting
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
Category average: 8.2

#1 most frequent

Finance and Insurance

“Customer migration from voice to chat”
— Senior Product Owner, Bankwest

Pros

Streamlined operations through automation and bot functionality
Delivery of valuable insights and high-level trend analysis
Ease of system setup and deployment

Cons

Limited reporting and data filtering capabilities
Challenges with integration across multiple existing systems
Restrictions in customization for charts and branding

jonathan mckenzie

Principal PM in Product Management at 8x8 (1001-5000 employees employees)

Use Cases and Deployment Scope

I am reviewing the Verint CX Automation platform to bring in the AI bots and Genie products and the various agents.

Pros

Agent adherence
Scheduling
Queue insights

Cons

Agentic that makes decisions fully
Agentic to manage the WFM
WFM to connect to full WEM

Return on Investment

NPS
Agent retention
Agent happiness

Usability

Alternatives Considered

Cognigy.AI

Other Software Used

Salesforce Agentforce Commerce, PCI Pal, Five9

David Hart View profile

Senior Product Owner in Customer Service at Bankwest (1001-5000 employees employees)

Use Cases and Deployment Scope

Verint CX Automation has enabled our organisation to drill-down into our customers everyday experiences with the bank and truly understand our breakpoints and opportunities to delight our customers everyday.

Pros

Highlighting high-level trends
Enabling effective analysis
Development of key insights

Cons

Modernisation of interface
Limited filtering making data export required
Limited customisation of charts/outputs - would benefit from bespoke org branding

Return on Investment

Customer migration from voice to chat
Reduction in contact centre FTE with increase in output

Usability

Alternatives Considered

Microsoft Dynamics 365 Customer Service

Other Software Used

Microsoft Dynamics 365 Customer Service, LivePerson Conversational Cloud, Alvaria Workforce, Salesforce Agentforce Financial Services

Lindie Busse

Senior Director in Customer Service at Northwestern Mutual (10,001+ employees employees)

Use Cases and Deployment Scope

Verint CX Automation is used to solve for the manual processing of quality assessments. It handles all of our Y/N questions with ease.

Pros

Handles Y/N questions with ease
Easy to pull data
Easy to establish / set up

Cons

Expansion to accuracy of questions

Return on Investment

Automation of quality assessments saving time

Usability

Alternatives Considered

Five9 Agent Assist

Other Software Used

Five9

Kareem Ayad- JD/LSSMB

Senior Process Improvement Specialist in Professional Services at Envision (1001-5000 employees employees)

Use Cases and Deployment Scope

Call center wait times.

Pros

Easy deployments.
Quick setup and training.

Cons

Integration with our multiple systems.

Return on Investment

Cost savings.
Demand and capacity planning.

Usability

Cherie Cameron

Head of Workforce Optimisation in Customer Service at RACV (1001-5000 employees employees)

Use Cases and Deployment Scope

My organisation uses Verint CX Automation for our two main contact centres. This tool has helped us directly address employee engagement related to flexibility, enabling employees to take ownership of their rosters without business processes acting as barriers. Additionally, it facilitates agile recruitment and allows us to manage absences and turnover that are connected to inflexible rostering outcomes. We work closely with the Verint team to ensure we are always realising the capabilities of the platforms, and these relationships have been critical to our success with our joint commitment to employee driven outcomes.

Pros

Seamlessly integrates with our non Verint platforms
Provides AI driven Automation
Is scalable

Cons

More self-source reporting features

Return on Investment

Reduced Turnover
Increased employee engagement sentiments
increase recruitment attraction
Reduced unplanned leave
Reduced workforce analyst work

Usability

Other Software Used

Alvaria Workforce

NiCE CXone

Five9

Genesys Cloud CX

Verint CX Automation

What is Verint CX Automation?

Categories & Use Cases

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