Oracle Fusion Cloud PLM vs. Verint Automated Quality Management

Oracle Agile is great for companies that need a way to manage their products and work with various resources in their department from developers, to PMs and UX designers. This is a great way to keep track of feature requests and shippable versions of the product. Implementation and user friendlessness is an issue with this tool so companies that have the budget for consulting or for additional resources to help implement and maintain will need those resources as it is necessary. Training resources should also be factored in by any institution wishing to implement this.

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

• User access is easy to change for all users, there is no hassle when someone switches departments or leaves/joins the company.
• Custom searches make it easy to find documents or records, global for the whole company and custom personal searches are available.
• Objects are easy to connect through relationships tab and BOM, makes it easier to see what is affected when a change is made.

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

• The overview page is dated as this UI has been in the works for many years - a very 'engineering dashboard'
• Unable to copy, paste, and modify workflows . Need to create from scratch
• Ongoing support for Oracle Agile is in question with the movement to Cloud technologies

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

In simple words Oracle Product Hub cloud is easy to set up and configure, we don't have to depend on anyone to set it up. It's that super easy. But to operate them we need to have proper training and needs to complete the essential certifications. But compared to others it's easy and will help in the business a lot more than others.

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

• The gains provided by Oracle agile PLM have manifested themselves mostly in terms of time, since by being able to better organize and schedule our work we have been able to expand our ROI significantly, gaining around 900% of the investment made monthly, which leaves our ROI at 9g.

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