Verint Case Management Professional Review
August 30, 2023
Verint Case Management Professional Review
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Case Management Professional
So the main basis of this application is for our contact center. It is our CRM tool that we use so that the CSRs receive a call from a citizen and they'll use the application to work through their call flow. With that tool though, it is so powerful that it can go beyond that. So we're now branching into other areas of using that Case Management Pro to grow and think outside of the box.
- Forms. So part of this suite is forms, it's like a web builder and you can create dynamic forms. So as an example, we have a waste collection form and you build your standard form, but you can enhance it using your other application data and it becomes a very AI driven form, which is very, very advanced for forms in many of the applications. So it's really cool stuff that we can do because of the flexibility.
- I think if they continue to build out the flexibility of their platform, they're integrating knowledge professional into the CRM tools. So I think if they further that and develop that integration and then start further integrating to other variant products, I think it will be a well-rounded suite at that point. I think that's really where they need to focus.
- Forms
- Security
- Ease of use
- We have been able to use the platform to handle non contact centre workflows.
So again, it's been our only CRM for 10, 11 years. So I really haven't had much flexibility outside just more of what you hear, but what I have seen, they don't have the flexibility in their form software for building their service requests because that's really what the forms are used for, is to collect the data from the citizen and then creates a case.
Do you think Verint Case Management Professional delivers good value for the price?
Yes
Are you happy with Verint Case Management Professional's feature set?
Yes
Did Verint Case Management Professional live up to sales and marketing promises?
Yes
Did implementation of Verint Case Management Professional go as expected?
Yes
Would you buy Verint Case Management Professional again?
Yes
Using Verint Case Management Professional
200 - Contact Centre and back office
2 - Light programming skills
- Citizen service requests processing
- back office accountability
- Organization reporting
- created a scheduling application from Forms
- Created an on call process using Forms
- Connecting forms to our LMS to handle data transformation
- HR integration
Evaluating Verint Case Management Professional and Competitors
- Cloud Solutions
- Scalability
- Integration with Other Systems
- Ease of Use
Ease of use allows users to focus on other tasks.
Verint Case Management Professional 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 |