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!
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