Verint CX Automation Overall Review
October 21, 2024

Verint CX Automation Overall Review

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

Modules Used

  • Verint Automated Quality Management
  • Verint Community
  • Verint Speech and Text Analytics
  • Verint Workforce Management

Overall Satisfaction with Verint CX Automation

We use the Verint CX Automation Suite for our Workforce Management and Quality programs

Pros

  • Forecasting
  • Scheduling
  • Performance Management/Coaching
  • Automated Quality

Cons

  • Verint CX Automation could improve, for self enablement
  • Clear identification on how the tools work together to become stronger
  • I would expect it to be higher, but learning how to setup everything, has drastically slowed down the return on investment
To really get the most savings and ROI, experts really need to setup the tools correctly. This gap at the beginning has impacted adoption and leveraging the full capabilities. We didn't know what we didn't know....
Alvaria, was very hard to use, but once up worked fine. Looking for more capabilities and functionality

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?

No

Would you buy Verint CX Automation again?

Yes

PTO bid is a challenge, and is almost easier outside of the tool.

Verint CX Automation Feature Ratings

7.5
Agent dashboard
7
Validate callers
4
Outbound response
7
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
REST APIs
9
Call scripts
9
Call tracking
7
Multichannel integration
5
CRM software integration
7
6.9
Inbound call routing
6
Omnichannel inbound routing
7
Recording
9
Quality management
7
Call analytics
8
Historical reporting
8
Live reporting
7
Customer surveys
3
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    commented a year ago
    Hi there – thank you for leaving a 9/10 review of Verint CX Automation! We're glad to hear that our ecosystem supports your goals in workforce and quality management. We also value your input on areas for improvement, such as self-enablement in Verint Connect and the need for a clearer onboarding. We apologize for the difficulties you and your team encountered during the setup. If you are still experiencing issues, please do not hesitate to reach out to customer support or directly to your Verint team. We would like to ensure to better meet your expectations and help you maximize your business outcomes. Thank you for taking the time to share your feedback with us. Feel free to update your review any time. Cheers!

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