Verint Open CCaaS Reviews

Pros

One thing that really works well with this is the connectivity it offers especially through the data layer and attribute mapping. Getting everything set up at the beginning was very easy too.

Cons

Predictive categorization is useful but it still has room for improvement.

Pros

Using this for customer insights and surveys has been really helpful because it delivers insights faster and that speed is incredibly important. The platform is very user friendly and getting those insights in front of leadership is a quick process as well. Getting started was easy too especially with the proof of concept during the initial setup.

Cons

I'd still like to see more innovation from the product, along with faster training insights.

Pros

Being able to review 100% of calls instead of only 1% has made a big difference for us. It gives us much faster insight into how agents are handling conversations and behaving on calls.

Cons

The transcription quality still needs work because it isn't very accurate.

Pros

I work with Config Studio and Forms inside Verint.

Cons

It feels outdated to me and relies far too much on heavy coding in its configurations. I believe it should be a no code or low code solution but at the moment it still sits in the medium to high code range. The setup also took years although I wouldn't put all of that blame entirely on Verint.

Pros

It pulls together a large amount of information which helps cut down on staffing needs. Getting everything set up initially was also quick.

Cons

One limitation is that each feature has to be purchased separately.

Pros

One thing that works really well with it is the broad visibility it gives us which makes it much easier to identify trends. It's also a big plus that it's built into a platform I'm already using every day.

Cons

The downside is that the transcription isn't exact and that can make things difficult at times.

Pros

This has been really helpful for understanding what customers need and I love that it lets me find answers quickly for them which goes a long way in keeping our agents happy. I also appreciate how much it helps improve our Net Promoter Score and overall efficiency. The setup at the beginning was simple and it's definitely a tool I would strongly recommend to others.

Cons

Something that could be better is the speed. There are times when it lags a bit while pulling up answers.

Pros

Getting everything up and running was surprisingly quick and the data outputs are also very easy to understand. The setup effort felt minimal compared to the value we've been getting from it. It has been really useful for automating quality assurance in the contact center and it does a solid job of highlighting the biggest areas where training and coaching should be focused.

Cons

It's out of the box reporting still needs improvement right now.

Pros

It's easy to setup and use which was a big plus for us. The platform is user friendly while still being very comprehensive. Its workforce management capabilities go into a lot of depth and the coaching features have been excellent as well.

Cons

The price is the main downside.

Pros

One of the biggest advantages has been being able to combine our call data with the rest of our Verint software which has made things much more connected on our side. It's been really helpful that we already use Verint for all of our WFM needs and have Five9 handling our phone system since that puts us in a good position to move toward automation tools like the Flex Time bot which should make a big difference in work life balance for our call center team.

Cons

There's nothing to complain about.