Item: Verint Automated Quality Management
Rating: 7
Author: Liz Bruce

Overall Satisfaction with Verint Automated Quality Management

Use Cases and Deployment Scope

It runs our entire Quality program across 1600 contact center reps

Pros and Cons

Pros

Once you get used to it, it helps to organize everything extremely well
It flows easily into PowerBi

Cons

It is extremely rigid
If you don't purchase every little feature, it does not work super well

Return on Investment

Well it's our fault because we purchased through Five9 and didn't purchase all of the features we would need so we're limping along

Usability

It's great with all the features, the new tech sounds great but we can't control the contract we have

Alternatives Considered

Verint Automated Quality Management

We did not know how to use it effectively at first so we got extra training but it doesn't really help us where we spend the most time evaluating quality - on procedural/technical accuracy.

Key Insights

Do you think Verint Automated Quality Management delivers good value for the price?

Not sure

Are you happy with Verint Automated Quality Management's feature set?

Did Verint Automated Quality Management live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Verint Automated Quality Management go as expected?

Would you buy Verint Automated Quality Management again?

Likelihood to Recommend

It's great for creating a new Quality program but it is not efficient or flexible. Every time we have to update a template, it breaks our PowerBi reporting.

Comments

Please log in to join the conversation

Adrienn Tordai
commented 3 months ago
Hi Liz thank you for your review of Verint Automated Quality Management Were glad to hear that the solution has helped organize your Quality program effectively and integrates well with PowerBi. Your positive feedback on its structure and usability is appreciated. We also value you sharing a few areas in need of improvement such as the platform usability and challenges with feature availability. Feel free to update your review any time in the future to reflect on your latest experiences. Keep up the great work

It breaks our PowerBi reporting.