Wer nutzt diese Software?
Designed for healthcare, telecommunications, outsourcing and non-profit organizations, it is a cloud-based solution that helps manage data across multiple systems to improve operational efficiency.
Durchschnittliche Bewertung14 Bewertungen
- Gesamt 3.9 / 5
- Benutzerfreundlichkeit 3.3 / 5
- Kundenservice 4.2 / 5
- Funktionen 3.6 / 5
- Preis-Leistungs-Verhältnis 3.5 / 5
- Preisinformationen Contact Verint Systems for pricing details.
- Kostenlose Version Nein
- Kostenlose Testversion Nein
Cloud, SaaS, Web
Angaben zum Hersteller
- Verint Systems
- Gegründet 1994
Über Impact 360
Gives visibility to your operations to improve back-office quality, productivity and process consistency and reduce costs.
Impact 360 Funktionen
- Kostenplanung und Prognosen
- Prädiktive Analytik
- Qualitative Analyse
- Quantitative Analyse
- Strategische Planung
- Wertungslisten erstellen
- Wichtige Leistungsindikatoren (Key Performance Indicators, KPI)
Die hilfreichsten Reviews für Impact 360
Bewertet am 4.5.2018
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.
Bewertet am 17.2.2019
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.
Bewertet am 19.12.2018
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.
Bewertet am 8.9.2018
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.
Bewertet am 2.11.2018
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.