scaling digital customer care
June 15, 2023
scaling digital customer care
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Workforce Management
we have a digital customer care unit to eliminate the traditional call center, formed by a bot and agents taht solved what the bot cant
- queues
- dashboards
- self service capabilities
- unlimited licences
- we need some addittional metrics
- recoemndations on how to improve kpis (ai)
- reduced first response time from hours to minutes
- incremented conversation responses volume with no additional cost
- increased CSAT more than 10 percent after a year
Do you think Verint Workforce Management delivers good value for the price?
Not sure
Are you happy with Verint Workforce Management's feature set?
Yes
Did Verint Workforce Management live up to sales and marketing promises?
Yes
Did implementation of Verint Workforce Management go as expected?
I wasn't involved with the implementation phase
Would you buy Verint Workforce Management again?
Yes
we have been able to have the right amount of agents to keep metrics healthy despite peaks in conversation during big promotional events, personalities, etc