Verint CX Automation Reviews and Ratings

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

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

Likelihood to Recommend

Verint CX Automation has been instrumental in advancing our AI integration strategy within the Contact Center and Quality Department. By deploying solutions such as Interaction Wrap-Up, Transfer Bot, and Automated Quality Management, we’ve streamlined processes, enhanced efficiency, and elevated the overall customer and employee experience.

Use Cases and Deployment Scope

We use Verint CX Automation AQM to automatically check how well our agents verify guest information during calls. It helps us catch mistakes, make sure agents follow the right steps, and gives us quick feedback so we can coach and improve performance. This saves time compared to doing it all manually and helps us keep service consistent and accurate.

Likelihood to Recommend

We use Verint CX Automation AQM to automatically check if agents are properly verifying guest information during calls. It helps us catch mistakes, make sure the right steps are followed, and gives us quick feedback so we can coach agents and improve how they handle interactions. This saves time compared to doing reviews manually and helps keep our service accurate and consistent.

Use Cases and Deployment Scope

In our organization, we use Verint CX Automation to address many of our business problems. this includes collecting feedback

Likelihood to Recommend

If asked, I think I am likely to recommend Verint CX Automation to a colleague because, in my experience, Verint CX Automation is easy to learn

Use Cases and Deployment Scope

In our organization, we use Verint CX Automation for a 311 call center that uses cm (case management) and km (knowledge management) pro

Likelihood to Recommend

If asked, I think I am likely to recommend Verint CX Automation to a colleague because of, in my experience, forms that guide the user experience in Verint CX Automation

Use Cases and Deployment Scope

We use it to route work to agents. This includes chat, emails and phone calls.

Likelihood to Recommend

I think that the actual tool is really good. I think that the fact that you can customize almost anything is great. I give it a 7 because you need to empower your customer on how to do that. You help alot with integration and customization but at the end of the day the customer has to be able to do it without needing your help. Better upfront training on what I'm buying would be great!

Use Cases and Deployment Scope

I use Verint CX Automation to reduce advocate burden. I use real time speech to guide advocates during call, wrap up bot to help document call summaries and introduced transfer bot to help both advocate with understanding when a transfer occurs and reduce friction with callers, reducing time to repeat information.

Likelihood to Recommend

Well suited for advocate process streamlining - being able to assist advocate/agents with processes and guidelines. Also able to deliver automated work vs manual to assist with call.

We need to enhance the back end data to support integration with other bots and data acknowledgment. I have found the tools we are building very helpful to agents/advocates, but to create an output based on these tool to monitor behavior has ben challenging.

Use Cases and Deployment Scope

We are using the Quality Bot in our organization today to score nearly 100% of our inbound English interactions. The scope is to provide insight into how associates are performing on multiple attributes of our existing quality program across all of their interactions instead of the small sample our QA team does.

Likelihood to Recommend

The quality bot has been very beneficial in supplementing performance data for our associates and products. Easily shows opportunities at any level you would like to break down too. It is slightly difficult to adapt leadership and associates to looking at the trends versus individual call scores. When using old transcription models, it impacts the accuracy of the scoring.

Use Cases and Deployment Scope

We use the Cloud based Performance Management within Verint CX Automation for our quality and training teams to automate processes that will eliminate the need for WFM teams to schedule coaching items. We have outlined our own topic selections for quality, training and supervisors to use. This has been very valuable in tracking coaching trends for an individuals, communicating with leaders on progress and concerns of new hires and we are starting to explore elearn paths for kpi results set within Verint CX Automation that are trending for areas of opportunity for a given associate. The freedom to have quality and training managing this through an automated process is giving our senior associates development opportunities and our new hires and CSRs struggling easier ways to turn poor results around. With the onboarding coaching practices we have created for new hires, we have seen an 11% drop in turn over of new hires because of more frequent touchpoints within their first 90 days of onboarding in 2024.

Likelihood to Recommend

Anyone managing people can find a use case within Verint CX Automation's performance management platform. There are so many things you can do with coaching sessions, KPIs and other features that will allow a good performance results tracking for any group of associates regardless of industry.

Use Cases and Deployment Scope

I cannot speak on behalf of my employer.

As an individual in the workforce management community, I know the Verint CX Automation has been useful in my career and the work of other colleagues. It has an can automate aspects of shift swapping, time off management, and various aspects of quality monitoring that I have not been a part of but have seen positive results for.

Likelihood to Recommend

I have seen it is best used for automating simple tasks that can be defined in a black-and-white way. For example, if you have specific leave policies that are always followed, you can eliminate the need for a human interaction and allow the bots to automate it. And when there is a gray area, you can use the waitlist feature and still allow for that human interaction. Like many automations, it is best suited when removing less valuable tasks for an analyst so they can focus on the higher value tasks and analysis.