3 out of 3 companies I have worked replace Verint with something better!
February 11, 2014

3 out of 3 companies I have worked replace Verint with something better!

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Software Version

10

Modules Used

  • WFM
  • Impact 360

Overall Satisfaction

We use the Workforce Management module, as well as Call Recording and Screen Capture. It is used across multiple Contact Centers, supporting about 1800 Agents. We are required to keep recordings for 3-10 years, depending on type. We use WFM as a scheduling & forecasting tool.
  • 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
  • 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.
I was not involved in the selection process, however I have worked at 2 companies that replaced Verint with the NICE platform
The cost of ownership is very high. The annual maintenance agreement is astronomically expensive, as are user licenses. Simple projects require extensive pro fees, as the system is locked down so that we cannot do routine jobs (such as license updates) on-staff. Verint project managers are ineffective, we often have to guide them through the project ourselves. Support staff is unfamiliar with our environment, and we have to teach them as we work through issues. Support for version 10 is 100% off-shore, which requires us to work evenings to troubleshoot due to the time zone difference.
I would not recommend Verint to a colleague. I would suggest NICE, Calabrio or CallCopy.