Improve Quality with Verint
Anonymous | TrustRadius Reviewer
February 11, 2014

Improve Quality with Verint

Score 8 out of 10
Vetted Review
Verified User
Review Source

Software Version

v8.x to v13.x including EQB 5.x, 6.x, Contact Store IP

Modules Used

  • Quality monitoring
  • Impact 360
  • BDR
  • Unify
  • eQConnect

Overall Satisfaction

Verint is used by one of the business units in the organization with a capacity of 120 users. We needed Verint for quality monitoring to improve customer experience.
  • 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
  • QM platform with latest software, DB
  • Improvement in Customer Service and experience
  • Better resource management
  • Improvement in training modules to train new employees
Nice Perform and Call Copy
- Verint has better user interface
- Easy to integrate
We have a business need for QM.
Product is stable.
Why do I need QM ?
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?