Building a future with AI
September 09, 2025

Building a future with AI

Bill Herr | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint CX Automation

I use Verint CX Automation to reduce advocate burden. I use real time speech to guide advocates during call, wrap up bot to help document call summaries and introduced transfer bot to help both advocate with understanding when a transfer occurs and reduce friction with callers, reducing time to repeat information.

Pros

  • Insights
  • In the moment identification
  • connecting advocate to caller with work assist alerting
  • Wrap up bot to transfer bot delivery

Cons

  • Data Insights bot - Lack of data availability
  • Data Insights bot - Lack of data connectivity - modeling takes time
  • Data reporting - making data available
  • Increased agent documentation 44%
  • Reduced talk time and hold on transferred calls
  • Improved CX, through reduction of frustration at beginning of cal
We started with Wrap Up bot, leveraging AI to summarize calls for advocates and reducing the service burden and cognitive time to document the summary of the call. We then used transfer bot to assist with identifying the transferred call so that bo the advocate and caller are aware of this type of call. Now we are using different AI components, like Quality Bot, to identify words and phrases that indicate advocate usage and adoptions.
Talk time reduction - handling the call different from the beginning of call having new insights to leverage
Less research time for holds - as information is delivered to advocates we see the ability to act faster having data available.
CSAT should be seeing an improvement and more work needed for validation.,
Always learning and improving

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?

I wasn't involved with the selection/purchase process

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

Well suited for advocate process streamlining - being able to assist advocate/agents with processes and guidelines. Also able to deliver automated work vs manual to assist with call.
We need to enhance the back end data to support integration with other bots and data acknowledgment. I have found the tools we are building very helpful to agents/advocates, but to create an output based on these tool to monitor behavior has ben challenging.

Verint CX Automation Feature Ratings

6.5
Agent dashboard
5
Validate callers
5
Outbound response
6
Call forwarding
6
Warm transfer
8
Call scripts
7
Multichannel integration
6
CRM software integration
9
6.6
Inbound call routing
6
Omnichannel inbound routing
6
Recording
9
Quality management
8
Call analytics
7
Historical reporting
5
Live reporting
5
Customer surveys
6
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented 5 months ago
    Hi Bill thank you for your outstanding review of Verint CX Automation Its fantastic to hear how the solution is helping reduce advocate burden and streamline processes with real-time guidance wrap-up automation and transfer support. Were especially thrilled that its saving time and improving the customer experiencethose are powerful business outcomes. We also appreciate your feedback on data availability and connectivity and well keep it in mind as we continue evolving the platform. Were looking forward to supporting you in achieving business needs within your line of business. Thanks again for sharing your success

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