Verint CX Automation - Quality Bot
August 22, 2025

Verint CX Automation - Quality Bot

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Modules Used

  • Verint Automated Quality Management or Verint Quality Bot
  • Verint Appointment Booking
  • Verint Quality Management
  • Verint Speech and Text Analytics

Overall Satisfaction with Verint CX Automation

We are using the Quality Bot in our organization today to score nearly 100% of our inbound English interactions. The scope is to provide insight into how associates are performing on multiple attributes of our existing quality program across all of their interactions instead of the small sample our QA team does.

Pros

  • Runs without issue across thousands of interactions within minutes
  • Scores every call the same without bias

Cons

  • Missing the functionality to have OR conditions in the applicability/answer rules
  • Missing the functionality to have NOT IN conditions in the applicability/answer rules
  • Limited reporting available to get details such as keyword hits
  • To do the amount of work the quality bot does, we would have to hire over 1k people to listen/score that amount of calls.
  • Running the quality bot using existing standard quality model questions, has improved our quality scores across the organization.
I give this rating because we have been using the Quality bot for several years and truly enjoy having it. There are several enhancements we would like to see that would grow our capabilities with it even more. Being an on prem customer, limits our access to the newest and greatest things that are available in the cloud.

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

Not sure

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?

Yes

Would you buy Verint CX Automation again?

Yes

The quality bot has been very beneficial in supplementing performance data for our associates and products. Easily shows opportunities at any level you would like to break down too. It is slightly difficult to adapt leadership and associates to looking at the trends versus individual call scores. When using old transcription models, it impacts the accuracy of the scoring.

Verint CX Automation Feature Ratings

Not Rated
Agent dashboard
Not Rated
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
6.6
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
8
Quality management
8
Call analytics
7
Historical reporting
3
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented 6 months ago
    Hi there thank you for your review of Verint CX Automation Were glad to hear that the Quality Bot has been running smoothly across thousands of interactions and is helping to score calls consistently. We also value you sharing a few areas in need of improvement such as adding OR and NOT IN conditions in the applicabilityanswer rules as well as providing more reporting capabilities. Your feedback helps us identify opportunities to improve and better support your needs. Feel free to update this review any time in the future to reflect on your latest experiences. Keep up the great work Cheers

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