Verint call recording review...
February 11, 2014
Verint call recording review...
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction
I've used Verint in my previous role, we use it as a Call Recording system. Verint records all the incoming and outgoing calls and is used to address any customer service issues. We listen and verify the conversation via member id, this helps understand the situations and address them in efficient manner. Verint is a great tool for all the call centers across the globe.
- 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
- Faster lead converion
- Increased employee efficiency
- Better customer service
I wouldn't know this...
Product Usage
500 - Call recording team to review, analyze and manage the calls is my business function in the Call recording team
10 - Analyst in Call recording team who can review, analyze and manage the calls is the types of people or skills required in the Call recording team
- Customer Service
- Employee efficiency
- Customer complaint follow up in the database
- Listen to calls
- Record and save calls
- Analyze the calls from the system
- Manage the calls in database
- not sure
Evaluation and Selection
Not Sure
- Product Usability
- Product Reputation
- Vendor Reputation
- Existing Relationship with the Vendor
- Positive Sales Experience with the Vendor
- Analyst Reports
- Third-party Reviews
not sure if i can elaborate on the single most important factor in company's decision.
not sure how I might have changed the evaluation and selection process that I just went through
Implementation
- Professional services company
- Don't know
Verint
Change management was a small part of the implementation and was well-handled - Not sure what lessons regarding change management I took away from implementing Verint
- Nothing
- Everything was great
Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
It always provides exceptional support
Usability
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Everything is easy to perform using Verint
- Everything is elegant to perform using Verint
- Everything is great to perform using Verint system
- Nothing is particularly difficult or cumbersome to perform using Verint
- Everything is easy to perform using Verint