Verint call recording review...
Anonymous | TrustRadius Reviewer
February 11, 2014

Verint call recording review...

Score 8 out of 10
Vetted Review
Verified User
Review Source

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...
Because my company likes it, its the leadership's choice to continue.
How long is the call recorded for?
How many years will they be able to save the calls for?
What is the quality of recording?
Will the call recording be saved under the company's or Verint server database systems?
What are the features that makes Verint unique from other different companies accross the world?

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

Evaluation and Selection

  • 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

I do not have any key insights regarding implementation of Verint
  • 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

Because its excellent tool
ProsCons
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

Usability

Because its great
ProsCons
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