Improve Quality with Verint
February 11, 2014
Improve Quality with Verint
Score 8 out of 10
Vetted Review
Verified User
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
- Verint has better user interface
- Easy to integrate