TrackWise vs. Verint Automated Quality Management

Trackwise is an excellent tool to track activities and action items. We specifically used it to track quality management systems such as NCRs and CAPAs and include action steps and sign-offs. I would not use it to track projects that have significant data uploads.

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

• It has a great structure for child-parent relations. You can easily review your record and also the child records associated with the parent record.
• Ability to create customized dashboards for your queries.
• User friendly interface and ability to customize desktop layout.
• Ability to create and customize reports in the required file type.
• Capability to link records.
• Easy to define user roles and group categories for user permissions.

• 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

• Query was limited and slow

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

The user experience is great and I would recommend other's to use trackwise for it's customization flexibility

It is easy to use. Easy navigation. Flexible to customize. Real-time analytics help to track the record cycle time. Can be used by multiple departments for various business processes.

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

I did not interact with the support team.

Incentivized

Trackwise is better than Arena. You need sign-offs before moving to the next step. While in Arena, you can complete the whole task and request sign off later. Not sure which is better for everyone, but I prefer to sign off before moving to the next step.

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

• Got rid of paper tracking.
• Saves time by easily searching data base.

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