1. Home
  2. Customer Experience Management Software
  3. Verint Voice of the Customer Reviews
  4. User Review of Verint Voice of the Customer
Actionable Intelligence using Online Enterprise Survey Management by Verint
December 17, 2014

Actionable Intelligence using Online Enterprise Survey Management by Verint

Ahmad Rahman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

EFM 7.2 Hosted

Modules Used

  • Surveys
  • Reports
  • Panel

Overall Satisfaction with Verint enterprise Feedback Management

Used across several departments globally to conduct internal employee and external user and partner surveys. Surveys range from short and simple, to long and complex. Some surveys are done on-site at events, others post event, others to get user feedback via the website, and others to get user feedback via emails (deployed through both Verint as well as an external email distribution platform). Allows us to quickly gather feedback to make informed insightful business decisions.
  • Scalable: no issues with volume for sending out emails nor reporting.
  • Feature Rich: very well equipped.
  • Support: excellent knowledge base and even better live support
  • Pricing: very cost effective pricing models
  • Admin User interface: feels a bit dated, though functionally it works well.
  • Reporting: Lots of options, but could use some design improvements to "prettify" the reporting
  • Deeper customer relationships
  • Insights into customer desires
  • "Free" customer feedback
Verint is very well suited for the corporate enterprise market as it has sufficient granular permission controls, feature rich and scalable. Their pricing model is also very cost effective as it doesn't punish you for being successful (getting lots of submissions or responses). If you are considering Verint, you should ask very specific questions for functionality to make sure it is covered.

Using Verint enterprise Feedback Management

15 - People within various business functions and organizations and geographic regions all use the platform to create surveys and reports.
1 - Someone who supports the platform should have a good understanding of survey methodology to help guide other users to deploy surveys that follow best practices and to make sure the data collected is relevant. No coding skills required.
  • Internal employee surveys
  • On-site event surveys
  • Post event surveys
  • Web site "pop up" surveys
  • User product feedback
  • Using a marketing automation platform, we deploy Verint surveys to users of products shortly after purchase or download
  • On demand "1 click rating" surveys to get fast insight into a pressing business questions
  • Limited only by imagination.
Stable, competitive, reliable, cost effective and exceeds our needs. Great vendor/customer relationship. Most importantly, amazing support.

Verint enterprise Feedback Management Implementation

Verint enterprise Feedback Management Support

Every support contact I have had, be it by email, live chat or phone, I have had my issue resolved very quickly, efficiently and professionally by a knowledgeable and well trained support team member. Having worked in technical support many years ago myself, I can appreciate the level of service and quality of support offered by Verint. I would, without hesitation, say that Verint offers one of the best support experiences out there.
ProsCons
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
Everytime. Quick, efficient, professional and knowledgeable. Even when I ask about something which cannot be done, they work with me to offer suggestions to work around the limitation to achieve my end desired result.

Using Verint enterprise Feedback Management

Overall usability is easy and while I have been using it for years and used to it, new users seem to be able to create surveys without any training or hand holding. Simply create a login and they can figure it out themselves quickly because of the intuitive nature of the layout.
Verint could use to improve or update the user interface as it seems very dated visually.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Adding questions of various types are simple click or drag and drop
  • Adding multiple options quickly and easily in a very efficient manner
  • Creating reports by leveraging pre-designed reports
  • Reviewing and testing surveys on desktop, mobile and tablet layouts
  • Creating branching rules, while fairly easy to do by selecting from drop downs, can be complex depending on the complexity of the branching rules desired
  • Built in system help while very thorough, not always very easy to locate information. If you find the right material, it will most likely answer your question.