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Don't be afraid of the upfront costs - go with a top provider!!
Updated February 14, 2014

Don't be afraid of the upfront costs - go with a top provider!!

Joyce Schofield | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Modules Used

  • Voice recording
  • Quality assessment tool

Overall Satisfaction

Used to develop a quality platform for over 6500 agents for call recording and quality assessment. We used it during training of new agents to help them hear how they sound on the phone, as well as, becoming aware of the mistakes they were making. On my own team I used it to perform the actual monitoring of agents (2 per week per agents) and on new employees we would perform at least 4 per week. We trained all departments in the organization to utilize the tool for more than quality assessment. We also used it to develop marketing analysis via performing call studies on various different teams.
  • I feel that Verint does an excellent job at the call recording aspect. Meaning it is easy to locate calls by DNIS or other tags.
  • Launching the product was easy to implement and migrate into our day-to-day business
  • Building a Library within the tool was simple.
  • Exporting calls made it easy to host calibration calls
  • At the time I was using Verint the analytic s were not awesome. I read results that they have improved upon that over the last year or so.
  • At the beginning of my retail experience we were trying to interface Verint and a quality platform (Qfiniti) but there were tons of technical issues. If you plan to interface just make sure the two platforms have a history of "working together"
  • Call Studies - Do not underestimate how you can use this platform to drive ROI through call studies. We did several.
  • Call profiles - so we analyzed calls by segments - found that some folks spent in the average time on determining the customer needs but the great thing is can address the outliers.
  • Use data to help with pay for performance or shift bids (if in a call center environment).
Nice - a little more costly than Verint.
Qfiniti - no comparison - Verint is so much more!!
Automony
Aspect

We selected Verint because of the options that were well suited for our organization. There are several providers that do not compare against these top providers so remember...you get what you pay for. You have to think of it in terms of the value in addition to the "need at hand" that this system can bring to you.
My current company is a smaller family owned business (about 1500 employees) so the cost of bringing in this platform and the costs associated are a little high for the company budget. As I will move into a corporate structure again at some point in my future, I am sure I will use Verint again.
Making sure the demo is done with your own organization's data would be one of the key things I would advise others of. This is critical because you want to see how the platform will perform and look with relevant data. Of course, well suited for call centers, quality control environments. Ensure that you will be able to drive actionable tasks as a result of using this platform. Merge systems together, i.e., (WFM, Voice of customer, Quality).

Product Usage

10000 - Retail - large scale provider that offers a wide range of services. In the call center world this retailer has approximately seventeen lines of business.
25 - don't fool yourself - you will need a project manager and a system admin. I would recommend having a team (depending on the size of your organization) to utilize and develop reporting.
  • Voice of customer
  • Quality control
  • analytics
  • Call Studies
  • Mystery Shop