- They have a solid tech team who can address our ongoing issues.
- Solid roadmap of future releases and architecture
- They need to be more cohesive with their partnership with Avaya.
- Too many issues on the system. Requires way too much care and feeding.
- Sometimes it seems that their compatibility with the latest supported releases of SQL is behind the times. The infrastructure that Verint requires is old, for example, Windows 2008 servers required when the organization is on Windows 2012.
- We were sold a product that was still several releases away..
I used the Verint Workforce management product at a previous company where I was a Telecom Engineer
We used the product for scorecards/statics and scheduling across multiple departments, it provide a uniform scheduling and scorecards for different call centers that have different phones systems
- Accurate statistics
- 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
Verint Workforce Optimization Review: "Don't be afraid of the upfront costs - go with a top provider!!"
- I feel that Verint does an excellent job at the call recording aspect. Meaning it is easy to locate calls by DNIS or other tags.
- Launching the product was easy to implement and migrate into our day-to-day business
- Building a Library within the tool was simple.
- Exporting calls made it easy to host calibration calls
- At the time I was using Verint the analytic s were not awesome. I read results that they have improved upon that over the last year or so.
- At the beginning of my retail experience we were trying to interface Verint and a quality platform (Qfiniti) but there were tons of technical issues. If you plan to interface just make sure the two platforms have a history of "working together"
- Managers can listen to incoming/outgoing calls for review
- Call can be used for training purpose
- Customers satisfaction that the calls are being monitored
- It has been slow when identifying a call in database
- Saves calls only from past couple of months
How many years will they be able to save the calls for?
What is the quality of recording?
Will the call recording be saved under the company's or Verint server database systems?
What are the features that makes Verint unique from other different companies accross the world?
- Verint's product meets the business need to perform resource management
- Call monitoring (audio and video capture)
- Trainers truly understand the products and are very helpful when engaged during the implementations
- Products need to be able to support current operating system and Java revisions on a more timely basis
- Implementation resources are often in high demand and engaging them often create delays, as they frequently don't use the same resource within the same project and for the same client. Delays occur when new resources need to be educated on information /history between resources
- Project managers need to understand the products better so they can be engaged better with the implementations
- The end user interface and administration is easy to use
- Ease to integrate with Avaya PBX based on my expertise
- The Customer Survey application is excellent and has a well defined architecture to get accurate feedback for a CS representative
- The solution is robust to work with
- The DB architecture is little complex and has a dependency on how it integrates internally. This is not a big deal, but is not cost effective.
- Single DB to manage complete Impact 360 solution is needed to reduce cost
What is the objective if Verint is implemented?
What features to look at?
Cost comparison with other competitive products?
Is there a need/scope to improve customer experience?
Verint Workforce Optimization Review: "3 out of 3 companies I have worked replace Verint with something better!"
- Verint offers a complete suite of integrated products for Contact Centers
- Call recording is consistent
- Calls are reliably encrypted for security purposes.
- Customer Support resolution times are consistently long, our average resolution on trouble tickets is 12 days
- Communication with our Account team is often delayed. We often have to wait multiple days for a response
- Verint has a tendency to try and upsell us on new products in response to issues with our current product
Verint Workforce Optimization Scorecard Summary
About Verint Workforce Optimization
Verint Workforce Optimization Competitors
Verint Workforce Optimization Technical Details