Using Verint CX Automation is a breeze!
February 05, 2025

Using Verint CX Automation is a breeze!

Stephanie Claycomb | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Modules Used

  • Verint Automated Quality Management
  • Verint Interaction Analytics
  • Verint Speech and Text Analytics
  • Verint Voice of the Customer
  • Verint Workforce Management
  • [Bots] Verint Exact Transcription Bot

Overall Satisfaction with Verint CX Automation

We use Verint CX Automation for many aspects of the business. We use the WFM application for staffing, time off, and scheduling. We use Verint for Forecasting staffing needs. We use Speech Analytics for insight into the business and root cause analysis. We also use it for call trending and customer experience drivers. We use the DPA application for PCI compliance as well as process and application activity monitoring.

Pros

  • Allows us to easily access insight into our customer contacts.
  • Integrates well with other data in our infrastructure.
  • Provides ability to easily manage the workforce in regards to scheduling and time off.

Cons

  • One application has reporting in the stand along application and in the main portal suite. Would be nice to have that all centralized into one place.
  • DPA reports in the portal take a while to load once a report is selected.
  • Ability to create targeting training and coaching programs for areas of frustration or lower customer sentiment. Being able to easily correlate different call reasons and drivers helps tighten that focus and measure results. Improves coaching and trainers performance and impact they have on the business.
  • Positively gives us the immediate ability to measure changes that are implemented in business practices and the effect that they have on customer satisfaction. We can use call reductions or increases, as well as AHT impacts, to measure ROI on a project and determine if we are meeting those goals.
  • We use AQM for quality in addition to manual evaluations. AQM has allowed us to monitor nearly 100% of calls, compared to just 1-2% prior to automated quality. We also needed to eliminate bias and ensure fairness in employee performance management, which was challenging to achieve with a small, randomly sampled set of calls each month prior to implementation of Verint Quality Bot.
Easy to use and easy to manage permissions so that the people who need appropriate access have it without having access to things they do not need.
The UI is intuitive and simple to use throughout the application.

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

Verint CX Automation makes it easier for us to find insights and call themes and trends. And with all the new bots coming, this will be even more valuable! They are constantly innovating and looking for ways to improve the value that we get from the products. I can't think of a scenario where is is less appropriate or less suited.

Verint CX Automation Feature Ratings

10.0
Agent dashboard
10
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
Not Rated
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
10.0
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    commented 9 months ago
    Hi Stephanie – thank you for your 10/10 review of Verint CX Automation! It is always a pleasure to hear from you and read your insights. You use and utilize several Verint solutions, and we're thrilled to hear that the platform has been effective in several aspects in your customer and employee CX. Your positive feedback on the platform’s ease of use, the ROIs realized, and workforce management capabilities is greatly appreciated. We also value you sharing a few areas in need of improvement, such as centralizing reporting and the loading times for DPA reports. We are continuously working on our solutions and processes to ensure a smooth experience. Feel free to update this review any time in the future. Cheers!

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