Normal review
Use Cases and Deployment Scope
We use Verint CX Automation for a combination of real time and post call analytics on transcriptions, as well as real time agent assistance and knowledge management systems. We also use Verint CX Automation for coaching and QA. My role is entirely in regards to the speech analytics tools and reporting around this
Pros
- Category creation UX
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Cons
- Speech category creation tools. The limitations in comparison to liveperson as a competitor are large.
- Organisation managent tools around coaching and team leaders
Likelihood to Recommend
We use a direct competitor in the messaging analytics space, and Verint CX Automation does not provide options specifically for my role that are better than, or even as good as what our messaging analytics could do if it simply ingested the transcripts from Verint CX Automation. As its currently more cost effective for us to maintain Verint CX Automation rather than build this pipeline, we continue to use Verint CX Automation for speech analytics