Verint Workforce Optimization - does as the name suggests...
May 29, 2019
Verint Workforce Optimization - does as the name suggests...
Score 9 out of 10
Vetted Review
Overall Satisfaction with Verint Workforce Optimization
Verint Workforce Optimization suite is being used across the contact center operations and comprises of voice call recording, quality management and scheduling contact center staff. It helps the business maintain recordings of calls for compliance purposes as well as using them for monitoring and improving quality of service.
- Robust and standardized deployment making it less time consuming
- Backed up by world class support
- Seamless integration with other industry leader products such as Genesys, CISCO etc.
- Could use out of the box notifications/ alarms for loss of call and/ or screen recordings
- The logic used in the mapping of agents vs place sometimes results in the mismatch of calls when used in a hot-desk environment
- Reports are only available with timezones where a reporting server is located and not contact center locations
- Verint WFO has assisted the business during internal/ external audits and to investigate customer complaints
- Continuous feedback through the quality management framework allows business to improve the service consistently
- More accurate scheduling allows contact centers to handle anticipated customer calls properly meeting business objectives
Verint offers an industry standard package of-up-to-date WFO software that:
1. integrates well with other contact center solutions
2. has a standardized and robust deployment
3. is backed by industry-leading support services
4. is one of the oldest player in the market
5. compresses audio recording to reduce the storage
6. uses redundant architecture to avoid loss of service