Item: Verint CX Automation
Rating: 6
Author: Verified User

Overall Satisfaction with Verint CX Automation

Use Cases and Deployment Scope

One of our clients needed a feature rich Work force optimzation system which can be added in the cloud and complement their existing system. For this reason Verint CX Automation was a great fit and also an amazing CR feature which in my opinion is one of the best in the industry.

Pros and Cons

Pros

WFM
CR
Reporting
Analytics

Cons

On Premise needs work
Vendor training could be better
Find support to be not up to par with such a complex technology

Return on Investment

Verint CX Automation lacks the Training expertise to assist clients to make the best of the software
If existing Verint WFO/WFM experience exists on staff, Verint CX Automation can be taken to the next level.
The product and company itself is rock solid, you can never go wrong with Verint as the name itself brings confidence to businesses

Usability

I really find it really easy to use, and for customer who are already using Verint in their environment, to move toVerint CX Automation is much easier and can really add an extra layer of features and functionality to the CX or CCaaS environments. Only issue is if customer doesn't have experience with Verint, we find the learning curve to be steep.

Key Insights

Do you think Verint CX Automation delivers good value for the price?

Yes

Are you happy with Verint CX Automation's feature set?

Yes

Did Verint CX Automation live up to sales and marketing promises?

Yes

Did implementation of Verint CX Automation go as expected?

I wasn't involved with the implementation phase

Would you buy Verint CX Automation again?

Yes

Other Software Used

NICE CXone Mpower, Five9 Intelligent Virtual Agent, Avaya Experience Platform

Likelihood to Recommend

Verint CX Automation is best suited for a clients newer in the WFM and WFO world that need that extra feature reporting for their contact center but already have some experience working with Verint as training from the vendor side of things lacks what is needed from our client base.