Sprinklr Service vs. Verint Workforce Engagement (discontinued)

Sprinklr Service has always been well-suited for all of the work we do. As it's all social media content, and most require responses or escalations, Sprinklr Service covers all of that. The only time I think we wouldn't need it is if we were working with a much smaller client who didn't need us to have eyes on so many platforms at once.

Incentivized

• Easy to scale up, especially for a company with staff in different locations.
• Real-time adherence, compatible with non-telephony systems, particularly webchat and email.
• Highly customizable system for administrators and resource planners.
• Time off management including automated holidays, shift swap.
• Requires specialist support to get the system working.

Incentivized

• Transparency—Sprinklr Modern Care allows us to engage with our customers openly and honestly. Even frustrated or angry customer posts offer an avenue for us to display our business integrity and turn negative experiences into positive ones.
• Moderation—Being able to moderate and organize our community so easily by merging topics into one canonical thread or archiving out of date threads helps to keep our search results relevant and improves the chances that our visitors find the help they need easily.
• Company Visibility—The ability to easily alert any company employee of topics that might be interesting to them helps to improve the overall visibility of our customers. It also makes it easier to spot trends and encourage quick action if many people comment on one topic with the same problem.

Incentivized

• The end user interface and administration is easy to use
• Ease to integrate with Avaya PBX based on my expertise
• The Customer Survey application is excellent and has a well defined architecture to get accurate feedback for a CS representative
• The solution is robust to work with

• I find it difficult to dive into analytics for each social post. The reporting tool gives me an overview of the channels but I would love to look at a breakdown of each post performance.
• You currently can't add closed caption subtitles to videos uploaded through Sprinklr so this results in having to revert to the native platform.
• I would love to be able to set up a newsfeed that includes posts from a number of our partner accounts, so I can keep up to date with what they're posting.

Incentivized

• Products need to be able to support current operating system and Java revisions on a more timely basis
• Implementation resources are often in high demand and engaging them often create delays, as they frequently don't use the same resource within the same project and for the same client. Delays occur when new resources need to be educated on information /history between resources
• Project managers need to understand the products better so they can be engaged better with the implementations

The initial use of the product started out as a 90 day test to see if we could engage customers at a higher level using Sprinklr Modern Care. After a year the use of Sprinklr Modern Caren has now been extended to multiple products.

Honestly, from what I hear from other industry experts, other WFO systems have the same support issues we have with Verint. We know the product and the system is maturing and becoming more stable. The business has no issue with the Verint product and is seeking to grow not only what we have in place today, but are very interested in other products, such as BackOffice Analytics, that Verint has to offer. I would just love to see a stronger partnership with Avaya.

It's a very easy program to learn and use. I have trained over 50 people on it over the years, and not once has anyone had trouble using it. It's very user-friendly and covers all the bases that social media moderation requires.

Incentivized

Because its great

No issues with system availability. They manage updates in off-peak hours and I usually don't notice the changes until I log into the system the next day.

Performance is great and is not negatively effecting our processes. We have to make sure it doesn't effect out load times. Not currently seeing any issues with widgets affecting page load times.

I know the Sprinklr conference calls have been helpful, but sometimes submitting a ticket can be a little daunting. In the past, we've included information in screenshots that are then asked for by a member of the support staff. The turnaround time has been between 3 days, which isn't horrible.

Incentivized

Because its excellent tool

Training was efficient and fun. It was all webinars and YouTube videos. These were mostly lunch time sessions. 10

Basic setup took me less than 30 minutes. This includes initial configuration, putting in the initial content, and getting the look-and-feel customized. The domain routing took the normal lag time any other website or blogging service. The really important thing was to get the user accounts setup and begin seeding the system with content before a public launch.

I do not have any key insights regarding implementation of Verint

We previously used Sparkcentral for our social media care. While we were very happy with the team there, the product had not evolved as much as Sprinklr and we found it to be lacking in its ability to handle different languages, route certain types of conversations with higher priority or to certain teams / agents. It also did not have as robust a reporting structure as Sprinklr does

Incentivized

I haven't actually used any other WFO solutions as yet Verint has been apart of our organization since 2008/9 and i have been managing it since 2013/14. I have looked at alternative solutions in the past but none seem to ever come up to the same standard as Verint in all areas. We recently upgraded from Version 11 to 15.1 so we are still in the early stages of getting to grip with the newer version and all the added functionality.

Incentivized

• Increased employee efficiency: Having a clear, one-stop "shop" where users can leave feedback, ask questions, and find bug fixes or workarounds has saved me (and other community managers at my company) loads of time that was once spent responding to numerous emails on an individual basis.
• Better customer service: Since everyone in the company is alerted of what's being written on our forum, it's easy to spot a high-priority issue, delegate to the person in charge, resolve it, and respond as soon as possible.

Incentivized

• It has a great ROI in that, if this is setup correctly, it will tie scheduling with adherence and therefore make setting staffing levels a breeze
• Employee efficiency was also up because of scorecards and adherence client which keeps agents on the ball