Verint Automated Quality Management Erfahrungen

Great Experience for call audits

Vorteile:

I like that all the features including the forms to evaluate recorded interactions for call center agents can be reached from a single screen. This tool has been really nice as it also allows to perform real time monitoring on an agent taking a call (Which can be set for video as well). This is great as sometimes you may need to give support not only on call management and procedures, but also on system navigation.

Nachteile:

For the time I have used it I have honestly liked this to the point I have no complains. In the company I work in we have used other call audit tools for other clients we had, but with our current client we use this (We have not technically moved from one to the other), but I find Verint much visually appealing than other systems I have used.

Great

Kommentare: With its user friendly interface we saved a lot of time while training new QA analysts. The call monitoring was very simple and quick since you can integrate the QA form in it to avoid having the analysts switch tab/app to complete it.

Vorteile:

I used this software a while back ago in one of my previous jobs within the call center industry. The software itself was very easy to use, very user friendly. It offers a wide spectrum of features designed to meet almost all call center needs: from schedule adherence to quality monitoring with live video recording direct from the agent's screen. I used this platform for over 2 years in different roles, including WFM, floor/operations supervisor and QA (being this the one I used the most). Overall the experience was great, the application was very responsive and trustful.

Nachteile:

When it comes to QA, the application had still some few flaws back then, the agents were able to trick the system to avoid having video recorded 100% on all their calls. Also the schedule adherence sometimes was not displayed 100% properly towards the end of the day, it displayed as if the agent was logged in for a whole day or so even if he didn't.

Find a different product

Vorteile:

I struggle to find anything I like about Verint's AQM product, especially after using other off the shelf solutions.

Nachteile:

Everything is overly complicated. Something that would take me 5 minutes in another software will take me an hour in Verint's system. There's also an idea portal where enhancement requests can be submitted, then voted upon by other participants. Every idea I've submitted that's been voted so highly that it's above Verint's "vote threshold" and should be implemented just gets categorized as "unlikely to implement" even though it's clear the general user population wants the same abilities I do.

Verint Review

Vorteile:

The ease of use and the organization of the scheduling.

Nachteile:

The slow loading and no way to change my breaks, less features. Plus it looked outdated

Useful Schedule Tracking and Quality Monitoring with Some Flaws

Kommentare: With so many functions, this software is incredibly useful in a call center setting. I like the scheduling tracking most but wish its' many functions were a little more intuitive and streamlined.

Vorteile:

As a customer specialist, I mainly use the software to track my schedule and adherence as well as view call evaluations. Its' best feature is schedule tracking. Not only am I able to view my personal schedule, but I can also view other representatives' schedules, making meetings easier to arrange. The software also offers different schedule views - an overview as well as a detailed view, which lists locations and color codes for easier tracking. Five minutes before a scheduled break or activity, the system will send an email notification, which makes following my schedule all the easier.

Nachteile:

Although the call evaluation interface is clear and readable, navigating the screen can be a little cumbersome. Every time I go to view my evaluations, it asks me to open a new window and re-login. Scrolling through the comments can also be finnicky and sometimes the scrolling will freeze altogether. Other functions, such as scheduling and adherence are located in different places. For a scheduling program, it looks a little dated and isn't the most user-friendly program.

Great for Productivity and Adherence

Kommentare: It is very important since you can use your time wisely. You can monitored the phone calls and make scans through it and you can also have a control of your own schedule, having a great production administration.

Vorteile:

I used it on my previous job, and also I'm using it on my current one. I think it is very useful and easy to manage your time at work, you can checked your logged in time, your breaks , your days off and even your daily schedule. Also it is very useful at the time for QA you can scanned and have recorded every phone call of each agent giving you an efficient way to qualify each phone call. In the other hand, In data entry, it is also important because you can have a control of your weekly QA scores and you can also checked your failed areas.

Nachteile:

When it comes to work at a call center, at the end of the day the adherence was not properly shown as it supposed to. Login\Log out time wasn't marked in an efficient way. At the end of the day, Supervisor's handle the correct time of each agent.

Clunky but useful

Vorteile:

It is a very useful software to listen to call recordings and mark them. I like the functionality of being able to see the voice rhythms so you know where the caller has paused or put the other person on hold. I also like that you can capture the screen recordings sometimes. Another good functionality is able to extract various marking questionnaires and mark the calls as needed.

Nachteile:

The software crashes quite easily and is slow to load. It gets quite frustrating.

Verint in the Banking World

Vorteile:

Reliability and core services up-time. We seem to have a pretty stable installation of Verint version 11. We have issues with supplementary services constantly restarting, but everything seems to stabilize on its own.

Nachteile:

Administration and user interfaces are clunky and not very intuitive.

System admin, very impressed with stability and support.

Vorteile:

This software performs very well in a large scale enterprise environment. Very granular permissions ability.

Nachteile:

The administrator interface is a little clunky and not extremely intuitive. We're using version 11 and hope to upgrade to version 15 soon.

Verint 360

Kommentare: Now that I'm used to the scheduling aspect of the system I like it alot. I also know it makes call recording and tracking much easier which is great for our business.

Vorteile:

I like that I can access all the information I need to and that it makes call tracking and performance evaluation so much easier.

Nachteile:

It's not user friendly in the sense that's not intuitive. You can't just log into the program for the first time and intuitively understand the terminology or how it works. It requires specific training before understanding the system. However, once trained, it's a fairly easy system to use.

Used to be great software...but

Kommentare: When we first started it was a great product, and so easy to use. However, when the new and improved version came out it just completely screwed up. it now doesn't work properly and I don't think their tech team know how to fix it. We used to love it, and now we dread it.

Vorteile:

It's easy when it works. In the past 3 months alot of problems with it working properly.

Nachteile:

Updated and upgraded system doesn't work properly. It has alot of problems with the calls recording properly so they 'skip' parts.

Verint Impact 360

Kommentare: The best thing about Impact 360 is the ability to capture calls and be able to grade the content. In a call center, for quality assurance, measuring the consistency of information being passed to customers is key. Impact 360 allows management to offer coaching based on inforamtion and grading within the software.

Vorteile:

Working in Customer Service and a call center, there is often the need to go back and listen to a call to verify information. Impact 360 allows you to go back and look up dates and times and listen to various calls .

Nachteile:

Sorting through the data and getting to what you need is tricky. It isn't as user-friendly as you would want. It was glitchy from time to time. Consistency and reliability are key and while Verint is great when it works correctly, it's glitvhy often enough to be annoying.

Verint review

Vorteile:

I love being able to change all the filters to see different shift coverage and the graph layout makes it easy to read and spot gaps in coverage.

Nachteile:

Not compatable with google chrome or Firefox which means running on internet explorer is slow and inconsistent. I would love to be able to see the way it would really run on a better browser!!!

Great for Team Collaboration!

Vorteile:

It makes it easy to see your daily/ weekly schedules down to the hour. You can also view your team as well so you can plan your time accordingly if needed to make any switches.

Nachteile:

It logs you out every 30 minutes if you're inactive, and sometimes navigating between different schedules and sections can be a little confusing.

Scheduling tool with a learning curve

Vorteile:

Impact 360 is fantastic once you're comfortable with it and understand how it makes suggestions and recommendations. There is a lot of customization available too.

Nachteile:

The predictions from the software were not always logical or accurate. If a business is open then the recommendation should not be zero employees working.

Quick Playback

Kommentare: This is a great productivity and call monitoring program and it there is not much of a learning curve to get started.

Vorteile:

I love the fact that my recorded calls are immediately available (unlike some smart phone apps, where the call is available after a few minutes) and I can scrub through the phone call easily.

Nachteile:

I wish I could make notes on the call at specific points during the call, like on SoundCloud or many of the other audio apps out there.

Just an Average Platform

Kommentare: We are a large organization and recently switched away from Verint after a number of years. The overall platform works but we found a different vendor that provided more for a similar cost.

Verint Automated Quality Management

Vorteile:

Easy to use and the whispering part was very good, Realtime monitoring screens are pretty amazing when it goes to monitoring the call system actions

Nachteile:

It was taking too long with action being taken, but that was once started using and took around a month. other than that, it's pretty good!

Best scheduler

Vorteile:

I love this program! Schedules are a breeze to make and it is easy to copy from week to week.

Nachteile:

My predictions were not always the beat and could not always account for variable peaks.

Integrated with inContact for Customer Assessment

Kommentare: Our company uses impact 360 to playback call recordings and score customer interactions. A few incompatibilities exist with browser settings preventing playbacks from time to time but good support.