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Verint Automated Quality Management

Verint Automated Quality Management

Was ist Verint Automated Quality Management?

Bietet Transparenz für deine Abläufe, um die Back-Office-Qualität, die Produktivität und die Prozesskonsistenz zu verbessern und um Kosten zu senken.

Wer verwendet Verint Automated Quality Management?

Diese cloudbasierte Lösung wurde für Gesundheits-, Telekommunikations-, Outsourcing- und Non-Profit-Organisationen einwickelt. Sie hilft bei der Verwaltung von Daten, die über mehrere Systeme verteilt sind, um die betriebliche Effizienz zu verbessern.

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Du bist nicht sicher, ob Verint Automated Quality Management das Richtige ist? Mit einer beliebten Alternative vergleichen

Verint Automated Quality Management

Verint Automated Quality Management

3,7 (20)
Keine Preise gefunden
Kostenlose Version
Kostenlose Testversion
35
Keine Integrationen gefunden
3,5 (20)
3,0 (20)
3,6 (20)
VS.
Startpreis
Preisoptionen
Funktionen
Integrationen
Benutzerfreundlichkeit
Preis-Leistungs-Verhältnis
Kundenservice
25.000,00 $
Jahr
Kostenlose Version
Kostenlose Testversion
438
38
4,3 (8)
4,5 (8)
4,7 (8)
Die grünen Bewertungsbalken geben an, welches Produkt gemessen an der Durchschnittsbewertung und der Zahl der Bewertungen am besten abschneidet.

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Bewertungen über Verint Automated Quality Management

Durchschnittliche Bewertung

Gesamt
3,7
Benutzerfreundlichkeit
3,5
Kundenservice
3,6
Funktionen
3,7
Preis-Leistungs-Verhältnis
3,0

Nutzerbewertungen nach Unternehmensgröße (Angestellte)

  • <50
  • 51-200
  • 201-1.000
  • >1.001

Bewertungen nach Punktzahl finden

5
10%
4
65%
3
15%
2
5%
1
5%
Elias Alirio
Elias Alirio
Facilitator in El Salvador
Verifizierter Nutzer auf LinkedIn
Telekommunikation, 1.001–5.000 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Great Experience for call audits

5,0 vor 3 Jahren

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.

David
Product Development in Honduras
Marketing & Werbung, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Great

4,0 vor 7 Jahren

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.

Lindsey
Data Analyst in USA
Alternative Medizin, 10.000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Find a different product

1,0 vor 11 Monaten

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.

Antwort von Verint

vor 11 Monaten

Hi Lindsey - firstly, thank you for taking the time to provide feedback for us. We appreciate you sharing your experience with the team. So sorry to hear that the solution has not lived up to your expectations. We will have someone contact you so that we can learn more about your specific challenges. We want to do everything we can to ensure the solution is working for your business. In the meantime, please do visit Verint Academy where numerous training materials reside that may assist you. Also, thank you for submitting ideas to our Idea Portal. We do look at user ideas and evaluate them against various requirements and needs. Unfortunately, sometimes there are ideas that cannot be immediately implemented, but we often use some parts of them in other ways. Thanks again for submitting your review. Have a great day! - The Verint team

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Konsumgüter, 1.001–5.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Verint Review

4,0 vor 4 Monaten

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

Antwort von Verint

vor 4 Monaten

Hi there! Thank you for taking the time to share your insights with us about Verint WFM. Glad to hear that you found the solution easy to use. We also appreciate your feedback about breaks and the UI. Improvement of these areas are in the works or on our roadmap. We continuously aim to elevate the engagement of employees as part of modern, hybrid workforces by providing tools that offer flexibility and automation. Keep up the great work and feel free to add updates to your review in the future as you see fit. Cheers!

Kirby
Customer Care Specialist in USA
Verlagswesen, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Useful Schedule Tracking and Quality Monitoring with Some Flaws

4,0 vor 6 Jahren

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.