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My Review of Verint
Updated February 25, 2015

My Review of Verint

Beth Seymour | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

v10

Modules Used

  • Workforce Mgmt
  • Quality Management
  • Total Recording

Overall Satisfaction with Verint

We use this for Workforce Management of our call center along with Quality Monitoring and Total Recording. It is in use across the entire organization, supporting approximately 1700 call center agents. Business problems addressed include scheduling of the call center reps, quality feedback and scorecards so agents know how well they are doing or where they need improvement. It also provides total recording for regulatory and contractual compliance obligations.
  • They have a solid tech team who can address our ongoing issues.
  • Solid roadmap of future releases and architecture
  • They need to be more cohesive with their partnership with Avaya.
  • Too many issues on the system. Requires way too much care and feeding.
  • Sometimes it seems that their compatibility with the latest supported releases of SQL is behind the times. The infrastructure that Verint requires is old, for example, Windows 2008 servers required when the organization is on Windows 2012.
  • We were sold a product that was still several releases away..
  • Verint is meeting the needs of the business. Call center scheduling and shift bidding have greatly enhanced our agent productivity and call handling.
  • The demand for WFM and QM has exploded within this organization and the Verint product has become a mission critical solution to the organization. Other departments are realizing the value and see the impact that this tool has had and want to take advantage of it.
We purchased a Dictaphone solution well over 15 years ago and that tranferred to Witness as a result of acquisition. We stayed with Witness since we were familiar with the product and it met the needs. Once Witness was purchased by Verint we stayed on board, primarily due to the partnership with Avaya. We have used Pipkins in the past for WFM but migrated to Verint due to the integration promises with QM and total recording and other peripherals that Verint offers.
Understand the architecture that the release of Verint you are purchasing will require then determine if the IT infrastructure teams are able to support what Verint requires. Our database teams need to maintain an archaic SQL solution solely for Verint so understanding what is required before making this large capital investment is pertinent.

Using Verint

Honestly, from what I hear from other industry experts, other WFO systems have the same support issues we have with Verint. We know the product and the system is maturing and becoming more stable. The business has no issue with the Verint product and is seeking to grow not only what we have in place today, but are very interested in other products, such as BackOffice Analytics, that Verint has to offer. I would just love to see a stronger partnership with Avaya.