Intelex vs. Verint Automated Quality Management

We have a large vendor who provide supplies as per the requirement. In order to maintain the supplier quality it was a need to supplier quality management tool where organisation people can raise the issue related to any goods or the supplier which can logged in the tool in form of non conformity. Once non conformity is raised it needs to be resolved by supplier with corrective action. Management of such incidents happens for us in the Intelex tool

Incentivized

AQM is well suited when wanting to have a picture of overall performance. It is great for identifying outliers and a target audience for coaching. Also expands your coverage of calls without adding any FTE/Head count. Its less suited for question types that are very complex or there are multiple ways something could be stated such as identifying complaints and then the appropriate way for an agent to respond to that complaint. (With the existing version)

Incentivized

• Document control.
• Findings application.

Incentivized

• Agent Score Cards
• Advise when agents need coaching / additional training
• Enable 100% scaling of call / interaction monitoring
• Reduce resources needed to otherwise manually review agents.

Incentivized

• When an employee is archived their information can no longer be pulled into a document via metatags. This is a flaw in the system and it would be valuable for this functionality to exist.
• Better communication between Intelex and System Admins when upgrades are performed. They occasionally adversely affect the system and this lessens user confidence in the system.
• Initial consultant was fantastic and response times were quick. The support ticket system is not as timely.

Incentivized

• Layering in additional conditions into questions could probably be improved slightly. A lot of time is being spent on rebuilds and customizing additional layers of questioning.

Incentivized

Verint Academy could use more use-friendly modules or video-based learning. I am learning how to use it at this conference, which is amazing! However, I wish there were more user-friendly tools to learn how to use AQM on one's own time.

Incentivized

We just upgrade the document control application from V5 to V6. There are still quite a bit of issues left unresolved.

Incentivized

We felt Intelex was more user friendly and provided the services we were seeking in a system. We evaluated all applications vs. our company needs and wants.

Incentivized

Ease of use and ability to audit a high volume of calls. For an enterprise as large as ours, visibility is important and imperative to driving process and improvements

Incentivized

• I'm not sure if Intelex was the right product for us. Due to parent company requirements, we moved forward with it.

Incentivized

• We had another product that we decommissioned so we have been without AQM for 9 months now
• Negative, Still not up and running as expected

Incentivized