Customize customize customize
Updated December 12, 2025

Customize customize customize

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Modules Used

  • Verint Channel Automation (also known as: Agent Workspace, Engagement Orchestration)
  • Verint Intelligent Virtual Assistant
  • Verint Appointment Booking
  • Verint Knowledge Management
  • Verint Speech and Text Analytics
  • [Bots] Verint Knowledge Automation Bot

Overall Satisfaction with Verint CX Automation

We use it to route work to agents. This includes chat, emails and phone calls.

Pros

  • Their IVA product is great. No-code and best reps.
  • They document EVERYTHING! There is a ton of knowledge to get info from
  • The customization is great!

Cons

  • Knowing who the right experts are (there aren't a ton that know how to make changes to CA).
  • Submitting tickets is usually unhelpful because the answer is an article that I've already reviewed.
  • Focus more on empowering the customer on how to use the tools rather than trying to sell new tools
  • We were able to decrease our workforce and maintain productivity
  • Agents love the ability to use the AI Gen responses from KM
  • I would say the investment hasn't paid off....yet
We use the answer bot for agents. This gives agents quick easy to digest and understand answer to present to our customers.
Abandons have decreased, CSAT remains steady above 90%
There are too many dropdowns and hidden places to customize the CA.

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?

Yes

Would you buy Verint CX Automation again?

Yes

I think that the actual tool is really good. I think that the fact that you can customize almost anything is great. I give it a 7 because you need to empower your customer on how to do that. You help alot with integration and customization but at the end of the day the customer has to be able to do it without needing your help. Better upfront training on what I'm buying would be great!

Verint CX Automation Feature Ratings

7.6
Agent dashboard
5
Outbound response
7
Click-to-call (CTC)
8
Warm transfer
5
Interactive voice response
10
Call scripts
8
Multichannel integration
10
7.0
Inbound call routing
7
Omnichannel inbound routing
10
Recording
10
Quality management
7
Call analytics
6
Historical reporting
4
Live reporting
5
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Verint CX Automation Bots

  • Wrap-up
  • IVA
  • Knowledge Automation
The bot we use the most is the Knowledge Bot within IVA Studio. It is a great tool that provides our customers with Gen AI responses based on our KM.
Our ability to ensure that IVA understands our customers questions is a great measurable to determine efficiency. Over the last 30 days our recognized rate is 96%. This shows that our customers are getting the information they need when they need it.
IVA Studio is what we used most often. We leverage that with the Knowledge Bot to provide self-service options to our customers. There are a few other bots that we use to help our agents be more effective: self-service transfer bot and knowledge automation bot.

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented 4 months ago
    Hi there thank you for your review of Verint CX Automation Were glad to hear that the customization capabilities and our IVA solution have been valuable in supporting your customer service operations. Your feedback on the need for more accessible expert guidance and empowering users to manage the tools independently is appreciated and noted. If you havent already consider exploring Verint Academy it offers instructor-led and self-paced learning to help uncover capabilities. Feel free to update your review anytime to reflect your latest experiences. Thanks again for sharing your experience
  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented 24 days ago
    Thank you for updating your review Were thrilled to hear about the 96 recognition rate and the impact IVA Studio and Knowledge Bot are having on your self-service strategy. Your feedback on empowering customers with better upfront training is invaluable and well continue working to make customization easier and more seamless.

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