Item: Verint CX Automation
Rating: 7
Author: Verified User

Overall Satisfaction with Verint CX Automation

Use Cases and Deployment Scope

Our organization primarily uses it to help automate managing time off and holiday hours. Our one call center utilizes more of the features including short term forecasting and adherence monitoring. The automation of managing time off allows more time for our supervisors and managers to focus on other needs. Using bids allows us to offer flexibility and options for overtime and holiday staffing.

Pros and Cons

Pros

Automated Time Off Processing
End User Experience

Cons

As someone who learned WFM and Verint CX Automation early this year the UI menus (how and where things are broken down) is not intuitive.
Verint CX Automation can be a great resource but it's difficult to navigate and bookmarked pages get moved. For example the "What's New" page and corresponding Coming Soon in WFM and behavior changes pages have been moved twice in the last few months alone.
The security privileges are also not very user friendly. When trying to trouble shoot what additional access needs ot be given to someone to gain access to a specific feature in the system it's not intuitive.
Your release notes have changed sections and are not consistently published in the same place for availability. This inhibits our organization from reviewing them in advance and preparing for any changes or bug fixes we were unaware of and to setup our lab for testing.

Return on Investment

We originally had to add more staff to support our move to Verint CX Automation. The gains we've made by leveraging some of Verint CX Automation's features to automate some of the manual work ours schedulers are doing has only helped to try to balance the increase staffing out.

Usability

It's great when it works. I spend more of my time working on errors/bugs including problems associated with releases and updates than I should. This takes away from the time I should be spending on reviewing new functionality and ways to be implemented features we have access to in order to improve productivity.

Key Insights

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?

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

Likelihood to Recommend

Verint CX Automation is a good system if your business model is built around optimizing schedules based on the forecast and then adding in tools for some employee flexibility. Our business model is not built around that. Our employees have set schedules (which they prefer) and lots of flexibility. Since the core way we are trying to operate and deliver the EX our employees are looking for is different it often means we're trying to find different solutions to make the system try and work how we would like it to.

Verint CX Automation Feature Ratings

Comments

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Adrienn Tordai
commented a year ago
Hi there! Thank you so much for taking the time to review Verint CX Automation, and more specifically, Verint Workforce Management. It's great to hear that you found the solution a good system in general and that you've seen some positive outcomes in terms of forecasting, scheduling and bidding. We also appreciate your notes on areas in need of improvement. We apologize for the inconvenience caused by the glitches, UX, or the changes in product updates and other communications. Your comments will be forwarded to the appropriate departments for consideration. If you have any immediate concerns, please do not hesitate to reach out to your Verint team. We hope to meet and exceed your expectations in the future. Thanks again for the constructive feedback - feel free to update your review any time. Have a great day! Cheers

Verint CX Automation WFM

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